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IQ Level 3 Diploma in Customer Service


Qualification Number 601/5051/8
Title IQ Level 3 Diploma in Customer Service
Category National
Sector General Skills | Business & Administration
Operational Start Date 02/12/2014
Operational End Date 31/08/2020
Total Units 45 Mandatory Units 39
Min Guided Learning Hours 289 Total Qualification Time 550
Min Age From 16


Registration Fee : £55.00 (excluding VAT) 

This is the administrative fee that IQ charges centres to register a learner on this qualification, and NOT a training fee. All fees include registration, certification and postage (delivery rates may apply for postage to international centres). 


About this Qualification

The IQ Level 3 Diploma in Customer Service is a qualification aimed at individuals who intend to develop and gain formal recognition of their knowledge, understanding and competence of working in customer service. The qualification is generic, so it is suitable for individuals working or with access to work in a variety of roles in which customer service is a major component.

In the mandatory units, all learners will cover the essentials of organising and delivering customer service, the customer service environment, resolving customer problems, principles of business, personal and professional developing and customer retention. There are a range of optional units allowing learners scope to choose those areas most relevant to them, including but not limited to: developing resources to support consistency of customer service delivery, service partnerships, complaints, monitoring customer service interactions, verbal and written communication, product promotion, expectations, working on customers’ premises, challenging customers, relationships, service improvements, real-time online customer service, social media, champion customer service, technology, self-service equipment, post-transaction service, negotiation, team performance, equality, diversity and inclusion, interdepartmental collaboration, closing sales, sales information analysis, buyer behaviour, contact centres, diary systems, event organisation, reception services, buddying colleagues, processing orders, bespoke software and employee rights and responsibilities.

This qualification is the combined component of the Advanced Apprenticeship in Customer Service.


Learners who achieve this qualification can progress to a variety of other apprenticeship qualifications using credits already achieved as there is an overlap of units. These include the Level 3 Diploma in Management and the Level 3 Diploma in Business Administration.

Unit Structure

IQ Level 3 Diploma in Customer Service
Mandatory GroupMinimum Units:6
 Minimum Credits:31
 T/506/2952Manage personal and professional development3312
 L/506/2150Organise and deliver customer service3527
 D/506/1942Principles of business31074
 K/506/2169Resolve customers’ problems3419
 J/506/2910Understand customers and customer retention3435
 Y/506/2152Understand the customer service environment3540
Optional Group AMinimum Units:3
 Minimum Credits:15
 R/506/2179Build and maintain effective customer relations4625
 D/506/2153Champion customer service4417
 D/506/2119Communicate verbally with customers2314
 T/506/2126Communicate with customers in writing2320
 F/506/2159Deliver customer service to challenging customers2316
 T/506/2143Deliver customer service whilst working on customers’ premises2420
 D/506/2962Develop a social media strategy for customer service4516
 Y/506/2149Develop customer relationships2318
 Y/506/2166Develop resources to support consistency of customer service delivery3521
 Y/506/2135Exceed customer expectations2315
 D/506/2170Gather, analyse and interpret customer feedback3524
 L/506/2181Manage a customer service award programme4415
 Y/506/2183Manage the use of technology to improve customer service4414
 K/506/2172Monitor the quality of customer service interactions3527
 L/506/2133Promote additional products and/or services to customers2214
 K/506/2978Provide post-transaction customer service2522
 R/506/2151Resolve customers’ complaints3422
 T/506/2160Support customer service improvements2312
 A/506/2161Support customers through real-time online customer service2315
 H/506/2977Support customers using self-service equipment2318
 D/506/2167Use service partnerships to deliver customer service3320
 J/506/2163Use social media to deliver customer service2318
Optional Group BMinimum Units:0
 Minimum Credits:0
 J/502/4397Bespoke Software3430
 M/506/1895Buddy a colleague to develop their skills2319
 K/502/8622Buyer behaviour in sales situations3327
 M/506/1931Collaborate with other departments3314
 L/506/1869Contribute to the organisation of an event2323
 L/506/1905Employee rights and responsibilities2216
 D/503/0397Lead direct sales activities in a contact centre team348
 L/506/1807Manage diary systems2212
 K/503/0418Manage incidents referred to a contact centre3630
 J/506/1921Manage individuals’ performance3420
 A/506/1821Manage team performance3421
 H/506/1912Negotiate in a business environment3418
 F/502/8612Negotiating, handling objections and closing sales3422
 R/502/8615Obtaining and analysing sales-related information3424
 M/502/8587Processing sales orders2217
 T/506/1820Promote equality, diversity and inclusion in the workplace3315
 H/506/1814Provide reception services2315


Downloadable Resources

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Interested in this Qualification?


  If you are interested in taking this qualification and would like to find your nearest IQ centre, please give us a call on 01952 457 452 and a member of our team will be happy to help.


If you are interested in delivering this qualification, please give us a call on 01952 457 452 or send us a short note using this form and a member of our marketing team will be in touch about further steps.