Level 3 Diploma in Customer Service in Islamabad - Islamabad

Level 3 Diploma in Customer Service in Islamabad
Oasis Institute Of Skills & Technologies International

For more information please call +923363333792 or visit www.oistintl.com


The Level 3 Diploma in Customer Service qualification provides a nationally recognised qualification for anyone working in a customer-facing role.

The awarding body for this qualification is ProQual Awarding Body and the regulatory body is the Office of Qualifications and Examinations Regulation (Ofqual). The specification for this qualification has been approved by the Welsh Government for use by centres in Wales and by the Council for the Curriculum Examinations and Assessment (CCEA) for use by centres in Northern Ireland.

The qualification has been accredited onto the Regulated Qualifications Framework (RQF)
and provides a progression route to higher level or discipline related qualifications.

Qualification Profile
Level 3 Diploma in Customer Service

Qualification title ProQual Level 3 Diploma in Customer Service
Ofqual qualification number 601/3577/3
Level 3
Total qualification time 550 hours
Guided learning hours 289

Assessment Pass or fail
Internally assessed and verified by centre staff
External quality assurance by ProQual verifiers

Entry Requirements

There are no formal entry requirements for this qualification.
Centres should carry out an initial assessment of candidate skills and knowledge to identify any gaps and help plan the assessment.

Candidates must achieve 55 credits:

• 31 credits from the Mandatory units in Group A, plus
• a minimum of 15 credits from Optional Group B
• a maximum of 9 credits may be from Optional Group C

Group A Mandatory Units – complete all units
Organise and deliver customer service
Understand the customer service environment
Resolve customers’ problems
Principles of business
Manage personal and professional development
Understand customers and customer retention
Group B Optional Units – a minimum of 15 credits

Develop resources to support consistency of customer service delivery
Use service partnerships to deliver customer service
Resolve customers’ complaints
Gather, analyse and interpret customer feedback
Monitor the quality of customer service interactions
Communicate verbally with customers
Communicate with customers in writing
Promote additional products and/or services to customers
Exceed customer expectations
Deliver customer service whilst working on customers’premises

Deliver customer service to challenging customers
Support customer service improvements
Support customers through real-time online customer service
Use social media to deliver customer service
Champion customer service
Build and maintain effective customer relations
Manage a customer service award programme
Manage the use of technology to improve customer service
Develop a social media strategy for customer service
Support customers using self-service equipment
Provide post-transaction customer service

Group C Optional Units – a maximum of 9 credits

Negotiate in a business environment
Promote equality, diversity and inclusion in the workplace
Manage team performance
Manage individuals’ performance
Collaborate with other departments
Negotiating, handling objections and closing sales
Obtaining and analysing sales-related information
Buyer behaviour in sales situations
Manage incidents referred to a contact centre
Lead direct sales activities in a contact centre team
Manage diary systems
Contribute to the organisation of an event
Provide reception services
Buddy a colleague to develop their skills
Employee rights and responsibilities
Processing sales orders
Bespoke Software

Centres must be approved to offer this qualification. If your centre is not approved please complete and submit form ProQual Additional Qualification Approval Application.

Staff
Staff delivering this qualification must be appropriately qualified and/or occupationally competent.

Assessors/Internal Quality Assurance
For each competence-based unit centres must be able to provide at least one assessor and one internal quality assurance verifier who are suitably qualified for the specific occupational area. Assessors and internal quality assurance verifiers for competence-based units or qualifications will normally need to hold appropriate assessor or verifier qualifications, such as:

• Award in Assessing Competence in the Work Environment
• Award in Assessing Vocationally Related Achievement
• Certificate in Assessing Vocational Achievement
• Award in the Internal Quality Assurance of Assessment Processes and Practices
• Certificate in Leading the Internal Quality Assurance of Assessment Processes and
Practices

Support for Candidates

Materials produced by centres to support candidates should:

•enable them to track their achievements as they progress through the learning outcomes and assessment criteria;
•provide information on where ProQual’s policies and procedures can be viewed;
•provide a means of enabling Internal and External Quality Assurance staff to authenticate evidence

Oasis Institute Of Skills & Technologies International


For more information please call +923363333792 or visit www.oistintl.com