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Diploma in Customer Service Level 3 (QCF) at York Learning - City of York Council

Course description

Customer Service is an area of work that forms part of most occupations. It involves how to manage relationships with customers, suppliers, other work colleagues and improve the delivery of services and products. It involves how to manage relationships with customers, suppliers, other work colleagues and improve the delivery of services and products.

Customer Service in employment covers work areas such as reception, retail sales, general sales, technical service or call centre operator. There is almost no role where Customer Service does not play a major part. York Learning works in partnership with employers across the York and North Yorkshire area. We match your capabilities and aspirations with employers and providing you both agree, your learning and employment can begin together. If you are already employed then a learning assessment can be arranged and you can join an appropriate programme.

To achieve this qualification candidates must complete 2 mandatory units and negotiated optional units from themes concerned with organising, delivering and maintaining reliable customer service, improving customer relations, working with others to improve customer service, monitoring and solving customer service problems, promoting continuous improvement.

Entry requirements

Whether you are new to Customer Service or are already established within the industry, by learning you can improve your abilities and develop your understanding. Learning doesn’t only give you the basics for doing the job but also prepares you to meet new challenges when they arise. No one starts out with all the skills required but they do start with the right attitude. If you answer yes to all, or most, of the following questions then Customer Service could well be suited to you: Are you:

  • resourceful?
  • confident?
  • adaptable?
  • motivated?
  • independent?
  • forward thinking?
  • customer focused?
  • willing to help people?
  • committed to personal development and learning?
  • able to improve and change procedures?
  • able to analyse and present information?
  • able to train others?


A Trainer/Assessor will visit you at work to help you and to ensure you are supported throughout your programme. This includes initial visits to make sure you fully understand the NVQ qualification you are working towards, what to do, and how your work will be assessed against nationally recognised standards.

Future opportunities

The course offers you a specialist work-based qualification to support a range of careers in customer service or to progress onto studying for an NVQ level 4 in Customer Service or an HND in a related subject. With further training, you could continue to develop your career in customer service by working as a Customer Service Agent, Shop Sales Assistant or more general jobs where an understanding of customer service would be useful. The course is work based which means you can earn and learn at the same time whilst developing the skills, understanding and knowledge that many employers are looking for.

York and North Yorkshire benefits from the high tourist population and has a wide variety of significant industry areas. From welcoming overseas visitors to providing service to the local community, this area has more opportunities than most to find something suitable for you. There are opportunities for those who enjoy rising to the challenge of improving their abilities to build positive relationships with customers.

Further information

To find out more about this qualification, visit or contact us at

How to apply

If you want to apply for this course, you will need to contact York Learning - City of York Council directly.

Last updated date: 20 May 2014

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