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Customer Service Level 3 at British Printing Industries Federation Ltd

Course description

Mandatory Common Units

 7 Understand customer service t improve service delivery
 8 Know the rules to follow when developing customer service

Optional Units (Choose 6 - at least one from each theme)

Impressions and Image
 13  Make customer service personal
 14  Go the extra mile in customer service
 15  Deal with customers in writing or using ICT
 18  Use customer service as a competitive tool
 19  Organise the promotion of services or products to customers

 22  Deliver customer service on your customer's premises
 23  Recognise diversity when delivering customer service
 24  Deliver customer service using service partnerships
 25  Organise the delivery of reliable customer service
 26  Improve the customer relationship

Handling Problems
 32  Monitor and solve customer service problems
 33  Apply risk assessment to customer service
 34  Process customer service complaints

Development and Improvement
 39  Work with others to improve customer service
 40  Promote continuous improvement in customer service
 41  Develop your own and others customer service skills
 42  Lead a team to improve a customer service
 43  Gather, analyse and interpret customer feedback

How to apply

If you want to apply for this course, you will need to contact British Printing Industries Federation Ltd directly.

Last updated date: 08 September 2015

Key information


  • More information
    • What is an Apprenticeship?

      An Apprenticeship is a work-based programme aimed at improving the skills of employees in British businesses, concentrating on both technical competencies and inter-personal skills.  Requiring a maintained commitment from both employers and employees, completed Apprenticeships reward companies with motivated and competent employees, whilst providing Apprentices with a regular income as well as the demonstrable skills to advance in their chosen career.

      Who can do an Apprenticeship?

      An Apprenticeship can be undertaken by anyone normally resident in England, aged from 16-65, who is not in full-time education and is not a graduate.

      How much does an Apprenticeship cost?

      For an Apprentice aged 16 to 23, an Apprenticeship costs nothing.  In fact, one huge benefit is that an Apprentice actually earns as they learn.  The only cost to the employer is in the wages of the Apprentice.  The BPIF accesses Government funding in order to pay for the rest.

      When will you start to see a return?

      By the second year of a 3-year programme, trainees can be contributing to your company at a very low cost. By the third year the trainee is a fully qualified, productive, committed member of staff, providing return on your investment through savings and covering absence.

      What can you expect?

      • A training package tailored to your needs
      • Recruitment and selection expertise to pick the right people for your business
      • Workbooks
      • Assessor visits