Qualification

Agored Cymru Level 3 Diploma in Customer Service

QW Approval/Designation No: C00/1231/9

Total credits required: 55

Guided learning hours (GLH): 332

Total qualification time (TQT): 550 hours

Minimum credits at or above qualification level: 40

Lower age restriction: 16

Standard Qualification Fee: £192.50

Review date: 31/03/2026

Operational Start Date: 01/04/2018

For performance points and threshold: click here

Minimum credits required: 31
Show/hide Units

Unit Code	Title	Level	Credits	Unit ID
HB13CY026	Manage Personal and Professional Development	Three	3	CDL822
AY73CY004	Understand Customers and Customer Retention	Three	4	CDM165
AY73CY006	Organise and Deliver Customer Service	Three	5	CDM186
AA33CY025	Principles of Business	Three	10	CDM188
AY73CY005	Understand the Customer Service Environment	Three	5	CDM199
AY73CY009	Resolve Customers’ Problems	Three	4	CDM247

Minimum credits required: 15
Show/hide Units

Unit Code	Title	Level	Credits	Unit ID
AY72CY018	Develop Customer Relationships	Two	3	CDM100
AY74CY004	Build and Maintain Effective Customer Relations	Four	6	CDM146
AY74CY005	Champion Customer Service	Four	4	CDM148
AY74CY001	Develop a Social Media Strategy for Customer Service	Four	5	CDM150
AY73CY003	Develop Resources to Support Consistency of Customer Service Delivery	Three	5	CDM151
AY74CY002	Manage the Use of Technology to Improve Customer Service	Four	4	CDM155
AY73CY001	Monitor the Quality of Customer Service Interactions	Three	5	CDM161
AY73CY002	Use Service Partnerships to Deliver Customer Service	Three	3	CDM166
AY72CY024	Communicate Verbally with Customers	Two	3	CDM177
AY72CY031	Communicate with Customers in Writing	Two	3	CDM182
AY73CY007	Resolve Customers’ Complaints	Three	4	CDM197
AY72CY019	Deliver Customer Service to Challenging Customers	Two	3	CDM205
AY72CY033	Deliver Customer Service whilst Working on Customers’ Premises	Two	4	CDM206
AY72CY022	Exceed Customer Expectations	Two	3	CDM207
AY73CY008	Gather, Analyse and Interpret Customer Feedback	Three	5	CDM208
AY72CY023	Promote Additional Products and/or Services to Customers	Two	2	CDM214
AY72CY013	Provide Post-Transaction Customer Service	Two	5	CDM215
AY72CY017	Support Customer Service Improvements	Two	3	CDM217
AY72CY016	Support Customers through Real-Time Online Customer Service	Two	3	CDM218
AY72CY015	Support Customers using Self-Service Equipment	Two	3	CDM219
AY72CY014	Use Social Media to Deliver Customer Service	Two	3	CDM221

Unit Code	Title	Level	Credits	Unit ID
AJ53CY015	Manage Individuals’ Performance	Three	4	CDL748
AA33CY012	Negotiate in a Business Environment	Three	4	CDL827
AJ53CY014	Manage Team Performance	Three	4	CDL847
HB72CY015	Buddy a Colleague to Develop their Skills	Two	3	CDM094
AF62CY011	Contribute to the Organisation of an Event	Two	3	CDM097
HE62CY009	Employee Rights and Responsibilities	Two	2	CDM102
AY82CY009	Manage Diary Systems	Two	2	CDM108
AY72CY012	Provide Reception Services	Two	3	CDM130
AG63CY009	Collaborate with other Departments	Three	3	CDM149
AM13CY002	Lead Direct Sales Activities in a Contact Centre Team	Three	4	CDM152
AM13CY001	Manage Incidents Referred to a Contact Centre	Three	6	CDM154
BE23CY003	Negotiating, Handling Objections and Closing Sales	Three	4	CDM162
BE23CY002	Obtaining and Analysing Sales-Related Information	Three	4	CDM163
CP43CY006	Bespoke Software	Three	4	CDM171
BE22CY002	Processing Sales Orders	Two	2	CDM213
AJ23CY013	Promote Equality, Diversity and Inclusion in the Workplace	Three	3	CDM240