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Understanding the Customer Service Environment - Level 3


Price is per online user of this course. Applicable EU VAT is added.

When working in customer service, it is important to understand some key concepts and practices such as ‘brand’, as they will form the basis for decisions you make and how you interact with customers and/or colleagues.

This Understanding the Customer Service Environment course, from the Customer Service Level 3 suite of online courses, is mapped to UK National Occupational Standards Y/506/2152.

See below for further information.

Sold By: Global Vocational Skills


The course is completed via a five-stage learning process:


i-Practice is a unique tool that simulates real world vocational activities in a virtual environment, bridging the gap between traditional textbook and workshop learning, enabling the development of practical skills.  It consists of two elements:

i-Practice (Training):  This guides you through a virtual activity with full instruction allowing you to acquire the necessary skills though the repetition of tasks.

i-Practice (Assessment):  This allows you to test your comprehension of the content.  You undertake the same activity as before but without instruction.  This enables you to apply what you have learnt, test your ability and set a benchmark to improve upon – ultimately working towards being job ready.


i-Ask provides core knowledge delivered through visuals, text and audio


iCheck reinforces your comprehension with informal testing and clear results – helping you identify strong and weak areas of understanding

i-Test This is formal testing which summarises your results

Course Objectives

On completion of this topic you will be able to:

  • Understand the concepts and practices underpinning customer service delivery and explain the value of customer service as a competitive tool
  • Explain the process of mapping the customer journey, its importance in delivery effective customer service and describe techniques used to identify service failures
  • Understand the relationship between customer service and a brand, the importance of a brand to both customers and to the organisation and how branding can influence customers’ perception of an organisation its products and/or services
  • Understand the structure of customer service and explain the features of different customer service models and customer service standards
  • Explain the relationship between customer service and operational areas of an organisation, and continuous improvement processes
  • Understand the implications of legislation on customer service delivery and explain these, including the implications of confidentiality and data protection legislation for the collection, storage and use of customer information

Course Content

i-Act: Understanding the Concepts and Practices Underpinning Customer Service Delivery

i-Ask: Customer Service Delivery
i-Ask: Customer Journey
i-Check: Customer Service Delivery
i-Check: Customer Journey
i-Test: Customer Service Delivery and the Customer Journey

i-Act: Understanding the Relationship between Customer Service and a Brand

i-Ask: Branding
i-Ask: Influencing Perception and Impact of Customer Service
i-Check: Branding and the Impact of Customer Service
i-Check: Influencing Perception
i-Test: Relationship Between Customer Service and a Brand

i-Act: Understanding the Structure of Customer Service

i-Ask: Customer Service Models and Standards
i-Ask: Costs and Benefits of Customer Service to an Organisation
i-Ask: Relationship Between Customer Service and the Areas of an Organisation
i-Check: Models, Standards, Costs and Benefits
i-Check: Understand How Customer Service Relates to Areas of an Organisation
i-Test: Structure of Customer Service

i-Act: Explaining the Structure of Customer Service

i-Ask: Structure of Customer Service
i-Check: Understanding Customer Service Structure
i-Test: Customer Service Structure

i-Act: Understanding the Implications of Legislation on Customer Service Delivery

i-Ask: Implications of Legislation
i-Check: Implications of Legislation
i-Test: Implications of Legislation. Part 1
i-Test: Implications of Legislation. Part 2

Organisational Licensing

The suite of Health and Social Care courses is available as an organisational licence – please enquire for details by emailing enquiries@elearningmarketplace.co.uk or phoning 0844 854 9218.


For multiple purchase discounts or to find out if discounts are available on mixed course purchases please phone a customer advisor on 0844 854 9218.

Discounts are calculated during the checkout process.

Payment Options

The most straight forward method of payment is to select the number of users you require and add the product to your shopping cart by selecting Add to Cart. You will then be able to make payment using most credit and debit cards or a Paypal account. If you would like to pay by BACs transfer or by invoice please contact a customer advisor on 0844 854 9218 or email enquiries@elearningmarketplace.co.uk.

Additional information







Available for immediate enrolment



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