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Business Management QLS Level 3

Customer Service QLS Level 3 Online Course

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Achievement: Level 3

Hours approx: 120

Support: 1 year

Format: Online

Course Information

This Distance Learning Customer Service course has been specifically developed to enable those who are working, or hoping to work, in a customer service role, in any type of organisation or context, to gain and develop, a level of understanding and skills that will help them to service customer requirements in a professional, effective, and efficient manner.

This is an increasingly competitive world and there are many organisations, which on the face of it offer potential customers the same products or services. The organisations that understand the importance of customers and how dealing with them in a way that not only meets, but exceeds their expectations are the ones that stand out from the rest, they become the successful market leaders and they are the ones that grow and prosper.

Exceptional customer service does not just happen; it must be planned for and delivered by staff at all levels, in all disciplines and in every area of the organisation working together as a team. It requires staff to be trained thoroughly to understand the principles and practices involved and to be well equipped with the knowledge and skills that will enable them to deliver it.

Delivering effective customer service is essential to the success of all organisations whether they be in the private, public or not for profit sectors. This course has been designed to equip the student with the knowledge, understanding and skills to deliver effective customer service irrespective of the type of organisation in which they are working or intend to work.

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  • Why customer service is important today
  • Putting customers first
  • Customer service as value
  • Customer service as experience
  • How people experience your business
  • Customer interactions as a chain
  • How your organisation presents itself to potential customers
  • Getting the environment right
  • Providing confidence in your product or service
  • Conclusions
  • Easy access
  • Helping to solve a customer's problem(s)
  • Providing expertise
  • Value for money
  • The ability to affect the purchase easily and quickly
  • Getting feedback
  • How you respond when things go wrong
  • Treating customers with respect
  • Customer service is not an add-on
  • Seven aspects of how an organisation works
  • Strategy
  • Structure
  • Systems

  • Previous Knowledge Required

    There are no previous entry requirements for this course, however students are expected to have a reasonable standard of literacy. You have the freedom to start the course at any time and continue your studies at your own pace for a period of up to 12 months from initial registration with the full support of your Tutor.


    You must successfully complete a series of assessments. Once all assessments and activities have been completed and you have met the required outcomes, you will then be awarded your certificate. The good news is, there is no final exam.

    Awarding Organisation

    Quality License Scheme

    At the end of this course successful learners will receive a Certificate of Achievement from the Quality License Scheme and a Learner Unit Summary (which lists the components the learner has completed as part of the course). Learn Now Distance Learning College is a reseller for OSC.

    This course has been endorsed by the Quality License Scheme for its high-quality. This course is not regulated by Ofqual and is not an accredited qualification. We will be able to advise you on any further recognition, for example progression routes into further and/or higher education. For further information please visit the Learner FAQs on the Quality License Scheme website. This course has been benchmarked at Level 3 against level descriptors published by Ofqual, to indicate the depth of knowledge and understanding that you would expect at this level.


    You could work in a variety of organisations like retail, finance, travel or manufacturing, or for a local authority or the government.

    Your day-to-day activities may include:

    • answering customers' questions by phone, email, webchat or face-to-face
    • giving quotations and checking product availability
    • selling and taking payment
    • handling complaints or passing them to a manager
    • entering customer information onto a computer database
    • tracking orders and giving refunds
    With experience, you could progress to team leader or customer services manager.

    You could also move into sales or account handling.

    You will have access to a dedicated personal tutor who will be there to help you through your assignments.

    You will have no other fees to pay with this course. The course enrolment fee includes access to support, course materials, certification and registration with the awarding body.

    Please feel free to contact us by telephone or email with any further queries.

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