Certificate in Customer Service Level 3

LEVEL 3 CERTIFICATE IN CUSTOMER SERVICE

Aims

The aims of this syllabus are to enable candidates to develop:

knowledge of the functions of customer service
an appreciation of systems and procedures that enhance delivery of reliable and effective service.
an understanding of personal behaviours that influence service delivery
the use of real or imaginary examples to illustrate understanding

This course is intended for those who are working, or intend to work, in an environment where customer service is seen as a competitive advantage. The level requires an understanding of the complexities involved in delivering customer service in a variety of organisational structures. Successful candidates should have the skills necessary to implement and evaluate changes to systems, procedures, and/or behaviours.

Syllabus Topics
The developing role of customer service
Delivering reliable service
Communicating with internal & external customers
Handling & solving customer problems & complaints
Influencing improvement & effective change

Entry requirements
Minimum Age	Academic qualification	Proficiency Level	Course Outcomes	Duration	Mode of delivery	Awarding Body
16 years	Secondary education with command of English	English at Secondary Level	Certificate	4 Months	Classroom –based teaching	LCCI International Qualifications

Teacher-Student ratio is 1:25

Fee Structure	Part-time
Full Payment (No GST)	S$
Application Fee*	65.00
Training Materials Fee	20.00
Course Fee	550.00
GST	Nil
Total Course Fees (Exclude Examination Fee)	570.00
* Non-refundable Note: Fees are subject to change with or without prior notice.