Customer Service courses
Every step in the value chain is a customer of the one before it until, ultimately, the chain connects to the end user. The value that you create for your customer may itself result in benefits for hundreds, thousands, perhaps millions more.
The Institute of Customer Service (ICS), the independent professional body for customer service whose primary purpose is to lead customer service performance and professionalism, defines a customer as:
“Somebody who receives customer service from a service deliverer.
"Generally it is easier to see a customer as a person but sometimes an organisation can be a customer. In most cases a customer or his or her organisation is paying directly or indirectly for the service that is being received.
"If a customer is a private individual or comes from another organisation he or she is an external customer. If a customer comes from another part of the same organisation he or she is called an internal customer.”
Course background
Our customer service courses follow the syllabus of the Education Development International (EDI) Customer Service Award at Level 3 – its "Certificate in Customer Service".
EDI is a leading international awarding body, accredited in the UK by the Qualifications and Curriculum Authority. It provides vocational qualifications to over 8,500 centres in 125 countries worldwide. Its range of business-related qualifications is trusted and valued by employers worldwide and is recognised by universities and professional bodies.
It's for you if...
The Level 3 Certificate is for people who already have the knowledge and skills equivalent to a Level 2 Customer Service qualification, gained either through previous learning or employment or both, and who now wish to:
- acquire knowledge and understanding relevant to a customer service role,
- progress a career, and need the knowledge and understanding to support that career,
- enter customer service roles in which they will carry out a range of tasks under supervision,
- progress towards an NVQ, such as the EDI Customer Service NVQ Level 3, or
- gain a Customer Service Advanced Apprenticeship.
It's relevant to all occupational areas in which customer service is provided, and is appropriate for those who wish to gain underpinning knowledge and understanding.
Course content
The Level 3 Certificate has two units. We run a separate course for each one. You need to pass both with EDI to achieve the Certificate.
Very important: we are not an assessment centre for EDI – you will not be able to take your assessment with us but will have to contact EDI and ask for details of a centre where you may be assessed as an external candidate. We will help you do this as best we can, but there is no guarantee that you will be able to find a centre that is suitable for you.
Customer Service course fees v2
Estimated Size: 71 kb
Unit 1 – Customer Service Language and Principles (Course 701)
This unit enables you to demonstrate your knowledge and understanding of:
- the service offer
- customer expectations
- the importance of teamwork
- added value and competitive advantage
- balance between customer service and organisational goals
- personal behaviour and the behaviour of customers
- communication
- continuous improvement
- sector approaches to customer service
- policies and procedures
- influences on customer service delivery and satisfaction
- ethics and values of customer service.
Unit 2 – Customer Service Rules and Regulations (Course 702)
This unit enables you to demonstrate your knowledge and understanding of:
- organisational procedures and change
- authorisation to change
- involvement of others in change
- consumer protection legislation
- data protection legislation
- disability discrimination and equal opportunities
- health and safety legislation
- balance between regulation and organisational objectives
- incorporating legislation into change and improvement.
