Level 3 Certificate in Customer Support & Services
Empowering professionals through accredited international qualifications.
Explore Other CoursesCourse Overview
This program provides learners with advanced knowledge and practical skills in customer support and service delivery. It emphasizes customer experience management, service quality, digital support channels, and leadership in service environments. Participants will be equipped to handle complex customer interactions, supervise service teams, and contribute to organizational growth through excellent customer care.
Qualification Details
| Qualification Title | Level 3 Certificate in Customer Support & Services |
|---|---|
| Total Credits | 35 |
| Guided Learning Hours | 350 |
| Qualification Time | 700 |
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Principles of Customer Support & Services Defines advanced customer service concepts and their role in business success.
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Customer Experience Management (CEM) Explains customer journey mapping, touchpoints, and strategies for enhancing experiences.
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Advanced Communication and Interpersonal Skills Covers empathy, active listening, conflict resolution, and persuasive communication.
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Supervising Customer Service Teams Focuses on leadership, coaching, and performance management in service environments.
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Digital and Multichannel Customer Support Reviews online chat, social media, email, and AI‑enabled support systems.
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Service Quality Standards and Compliance Introduces ISO service standards, KPIs, and quality assurance frameworks.
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Problem‑Solving and Complaint Resolution Provides structured approaches to resolving escalated issues and preventing recurrence.
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Customer Relationship Management (CRM) Systems Explains CRM tools, data management, and using insights to improve service delivery.
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Cultural Awareness and Global Service Delivery Highlights adapting service to diverse customer needs in international contexts.
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Capstone Project in Customer Support & Services A practical project requiring learners to design and implement a service improvement initiative.
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Builds advanced expertise in customer support and service delivery
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Enhances leadership and supervisory skills in service environments
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Strengthens ability to manage digital and multichannel support systems
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Provides tools for quality assurance and compliance in customer service
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Offers recognized certification to support career progression in service management
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Customer service supervisors and team leaders
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Call center and helpdesk professionals
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Service quality officers and trainers
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Business professionals advancing from Level 2 Customer Services
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Individuals preparing for management roles in customer support
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Assessment Type: Written exam + project submission + practical evaluation
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Format: MCQs, short answers, applied case study, and capstone project
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Total Questions: 70 theory + 1 case study + 1 project
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Passing Score: 70%
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Duration: 2 hours (written) + 3 weeks (project submission)
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Certification: Level 3 Certificate in Customer Support & Services
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