Customer service - ITEC Level 3 Diploma


Your customers are your bread and butter

Loyal customers make your business excellent

Too many companies in the service and retail industry, ignore this basic simple idea that your customer is right and needs to be cherished.  Customers need to feel wanted and cared about, in all industries, but even more so in the beauty industry.

We offer a morning workshop that enables your receptionists, therapists, attendants even your managers to know how to offer great customer service, ensuring your customer return time and again.

Everyone in your business that has any contact with a customer of yours, needs this workshop

You, the business owner need to invest a small amount of time and money and your business will see a huge difference, in revenue, sales, repeat bookings and regular referrals from your customers and clients.

Aims and Objectives  

The ITEC Level 3 Diploma in Customer Service is a vocational qualification regulated by Ofqual within the Qualifications and Credit Framework.  It focuses on a range of practical skills and underpinning knowledge required in the delivery of Customer Service across a range of vocational areas. 

The qualification is designed to provide a sound platform onto further learning or training 

To achieve a Level 3 Diploma in Customer Service, Learners must complete a minimum of 55 credits: 31 credits from Mandatory Group A, a minimum of 15 credits from Optional Group B, a maximum of 9 credits from Optional Group C. 

A minimum of 40 credits must be achieved through the completion of units at Level 3 and above. 

It is mandatory for Learners undertaking an Apprenticeship to complete Unit 2168 Employee Rights and Responsibilities  (UK)

Mandatory Group A 

  • Organise and Deliver Customer Service
  • Understand the Customer Service Environment
  • Understand Customers and Customer Retention
  • Resolve Customers’ Problems
  • Principles of Business
  • Manage Personal and Professional Development
  • Optional Group B

    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 Customer’s Premises
  • Deliver Customer Service to Challenging Customers
  • Develop Customer Relationships
  • Support Customer Service Improvements
  • Support Customers through Real Time Online Customer Service
  • Support Customers Using Self-service Equipment 
  • Use Social Media to Deliver Customer Service
  • Provide Post Transaction 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

Optional Group C

  • 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 Behaviours 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

Minimum guided learning hours – 289  Maximum guided learning hours – 375  It also aims:  


For the business owner - we offer tailored training to meet you direct needs

Call today and arrange a meeting to discuss your requirements.

04 3887552