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Support Materials Qualification Specification Adaptations
NCFE

NCFE Level 3 Certificate in Principles of Customer Service

Ref:
601/7073/6
Sector:
Business, Administration and Law
Level
Level 3
Minimum entry age
16
GLH
220
TQT
240
This qualification is suitable for learners aged 16 and above. This qualification provides learners with the knowledge required by employers to work in a range of different environments in a customer service role. Learners will have knowledge of principles and practices of effective customer service, including customer retention, resolving customer complaints and problems as well as understanding how customer service delivery affects customer expectations. This qualification is suitable for use within a Study Programme.
Support materials Assessment materials Unit breakdown Endorsed by Related courses Adaptations

Qualification Specification
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This qualification specification contains everything you need to know about this qualification and should be used by everyone involved in the planning, delivery and assessment.

Mapping Document
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This document details how the NCFE Level 3 Certificate in Principles of Customer Service (601/7073/6) maps to the knowledge learning outcomes of the NCFE Level 3 Diploma in Customer Service (601/3974/2).

Summary of Changes
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This document summarises the changes in the qualification specification since the previous issue.

Features and Benefits
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This document outlines the features and benefits of this qualification for the centre, learner and employer.

Learner's Evidence Tracking Log
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This document can help learners to keep track of their work.

Mandatory units

  1. Understand the Customer Service Environment (R/507/5627)
  2. Principles of Business (L/507/4329)
  3. Understand How to Resolve Customers’ Problems and Complaints (D/507/5565)
  4. Understand Customers and Customer Retention (K/507/5634)

Optional units

  1. Understand How to Monitor Customer Service Interactions and Feedback (M/507/5568)
  2. Understand How Knowledge Resources and Service Partnerships Support Customer Service Delivery (J/507/5639)
  3. Understand Sales Activities in a Contact Centre and How to Close a Sale (A/507/5640)
  4. Understand How to Obtain and Analyse Sales-related Information (R/507/5644)
  5. Understand Equality, Diversity and Inclusion in the Workplace (K/507/4337)
  6. Understand How to Manage Performance and Conflict in the Workplace (D/507/5646)
  7. Understand How to Manage Incidents and Collaborate with Other Departments in a Contact Centre (K/507/5648)
  8. Understand How to Use Social Media Tools and Channels (K/507/5665)

Endorsed by

  

NCFE CACHE TECHNICAL LEVEL 3 DIPLOMA IN EARLY YEARS EDUCATION AND CARE (EARLY YEARS EDUCATOR) (601/8438/3)

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NCFE CACHE LEVEL 3 AWARD IN SUPPORTING TEACHING AND LEARNING IN SCHOOLS (500/9963/2)

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NCFE CACHE LEVEL 3 DIPLOMA FOR THE EARLY YEARS WORKFORCE (EARLY YEARS EDUCATOR) (601/2629/2)

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NCFE LEVEL 3 DIPLOMA IN IT USER SKILLS (600/1868/9)

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NCFE CACHE LEVEL 3 DIPLOMA IN CHILDCARE AND EDUCATION (EARLY YEARS EDUCATOR) (601/4000/8)

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This qualification has adaptation applied to delivery and assessment.

Students will need to prepare a portfolio of evidence. We encourage centres to review our guidance on the types of evidence, and evidence capture, that we permit including e.g. the use of video, photos and other digital means of demonstrating knowledge.

Further guidance for this qualification can be found below.

AT 60170736 NCFE Level 3 Certificate in Principles of Customer Service
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This document provides further information on what adaptations are permitted for this qualification.

Pathway to progression

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