The Customer Service Excellence - Level 3 Course is designed for people in a wide range of service occupations wishing to develop an understanding of the importance of service excellence, and determine how to set, improve and maintain service excellence.

On successful completion of this course students will receive an accredited Level 3 Certificate of Achievement.


At the end of the home study courses students will be able to:

  • Understand excellent service and why it is important
  • Define service excellence
  • Identify what customers want
  • Devise a plan for service excellence
  • Deliver a service excellence project
  • Monitor and assess the effectiveness of the plan

  • Maintain service excellence in your organisation

The Home Study Courses Include the Following 7 Units:-

  • Unit One - What is Customer Service Excellence?

The following topics are covered: Why Plan for Excellence? Traditional Quality Systems and Modern Quality Systems.

  • Unit Two – Why is Service Excellence Important?

The following topics are covered: Financial Necessity, Legal Necessity, Marketing Necessity, Survival Necessity and Stakeholder Necessity.

  • Unit Three – What do Customers Want?

The following topics are covered: Identification of Needs, Revealed Requirements, Expected Requirements, Emotional Requirements, Finding Out What Customers Want and Market Research.

  • Unit Four – How to Plan Service Excellence

The following topics are covered: Where Do You Fit In? Understanding the Situation, Deciding on Standards, Benchmarking, Aims and Objectives and Making a Plan for Any Size of Quality Project.

  • Unit Five – How to Deliver Service Excellence

The following topics are covered: Project Plan with Quality Milestones, Quality Requirements and Objectives, Organisation and Responsibilities, Conventions and Standards, Controlling Change, Resources and Deliverables, Supplier Control and Quality Techniques.

  • Unit Six – How to Monitor Service Excellence

The following topics are covered: Quality Assurance, Corrective Action, Design Reviews, Quality Audits and Reviews, Testing and Reliability and Training for Service Excellence.

  • Unit Seven – How to Maintain Service Excellence

The following topics are covered: Quality Evaluation, Improving Skills and Improving Service.

Course Duration:

Students may register at any time and have a full year to complete their studies. The home study courses will take approximately 80 hours of study to complete.


There are no particular entry requirements.

Technical Support:

Once you have enrolled, you will have access to your own personal tutor by mail or email. You will receive full tutor support for a 12 month period.


At the end of this course successful learners will receive a Certificate of Achievement from ABC Awards and Certa Awards and a Learner Unit Summary (which lists the components the learner has completed as part of the course).

The course has been endorsed under the ABC Awards and Certa Awards Quality Licence Scheme. This means that Kendal Publishing has undergone an external quality check to ensure that the organisation and the courses it offers, meet defined quality criteria. The completion of this course alone does not lead to a regulated qualification* but may be used as evidence of knowledge and skills gained.

The Learner Unit Summary may be used as evidence towards Recognition of Prior Learning if you wish to progress your studies in this subject. To this end the learning outcomes of the course have been benchmarked at Level 3 against level descriptors published by Ofqual, to indicate the depth of study and level of demand/complexity involved in successful completion by the learner.

Information on level descriptors can be found on the Ofqual's level descriptors page.

The course itself has been designed by Kendal Publishing to meet specific learners’ and/or employers’ requirements which cannot be satisfied through current regulated qualifications. ABC Awards & Certa Awards endorsement involves robust and rigorous quality audits by external auditors to ensure quality is continually met. A review of courses is carried out as part of the endorsement process.

ABC Awards and Certa Awards have long-established reputations for providing high quality vocational qualifications across a wide range of industries. ABC Awards and Certa Awards combine over 180 years of expertise combined with a responsive, flexible and innovative approach to the needs of our customers.

Renowned for excellent customer service, and quality standards, ABC Awards and Certa Awards also offer regulated qualifications for all ages and abilities post-14; all are developed with the support of relevant stakeholders to ensure that they meet the needs and standards of employers across the UK.

*Regulated qualification refers to those qualifications that are regulated by Ofqual / CCEA / Qualification Wales

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