top of page

HiQual - UK Business and Administration Management

Level 3 Certificate in Customer Support & Services

202511251157Level 3 Certificate in Marketing Management.png

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 Awarding Body

HiQual- UK

​​​Mode of Study

Online

​​​Mode of Exam

Online

Duration

Qualification Time: 700 Hours

Training Schedule

The training schedule will be set according to your available times: one-to-one. No need to wait for a fixed schedule.

Exam Pattern

• Assessment Type: Written exam + project submission + practical evaluation
• Format: MCQs, short answers, applied case study, and capstone project
• Total Questions: 70 theory + 1 case study + 1 project
• Passing Score: 70%
• Duration: 2 hours (written) + 3 weeks (project submission)
• Certification: Level 3 Certificate in Customer Support & Services

Study Units

• Principles of Customer Support & Services Defines advanced customer service concepts and their role in business success.
• Customer Experience Management (CEM) Explains customer journey mapping, touchpoints, and strategies for enhancing experiences.
• Advanced Communication and Interpersonal Skills Covers empathy, active listening, conflict resolution, and persuasive communication.
• Supervising Customer Service Teams Focuses on leadership, coaching, and performance management in service environments.
• Digital and Multichannel Customer Support Reviews online chat, social media, email, and AI‑enabled support systems.
• Service Quality Standards and Compliance Introduces ISO service standards, KPIs, and quality assurance frameworks.
• Problem‑Solving and Complaint Resolution Provides structured approaches to resolving escalated issues and preventing recurrence.
• Customer Relationship Management (CRM) Systems Explains CRM tools, data management, and using insights to improve service delivery.
• Cultural Awareness and Global Service Delivery Highlights adapting service to diverse customer needs in international contexts.
• Capstone Project in Customer Support & Services A practical project requiring learners to design and implement a service improvement initiative.

Learning Outcomes

• Builds advanced expertise in customer support and service delivery
• Enhances leadership and supervisory skills in service environments
• Strengthens ability to manage digital and multichannel support systems
• Provides tools for quality assurance and compliance in customer service
• Offers recognized certification to support career progression in service management

Who Should Enrol?

• Customer service supervisors and team leaders
• Call center and helpdesk professionals
• Service quality officers and trainers
• Business professionals advancing from Level 2 Customer Services
• Individuals preparing for management roles in customer support

​Certification

Successful candidates receive a certificate from the HiQual - UK.

bottom of page