
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
Qualification Specification
LessMore info DownloadThis 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
LessMore info DownloadThis 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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Features and Benefits
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Learner's Evidence Tracking Log
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Mandatory units
- Understand the Customer Service Environment (R/507/5627)
- Principles of Business (L/507/4329)
- Understand How to Resolve Customers’ Problems and Complaints (D/507/5565)
- Understand Customers and Customer Retention (K/507/5634)
Optional units
- Understand How to Monitor Customer Service Interactions and Feedback (M/507/5568)
- Understand How Knowledge Resources and Service Partnerships Support Customer Service Delivery (J/507/5639)
- Understand Sales Activities in a Contact Centre and How to Close a Sale (A/507/5640)
- Understand How to Obtain and Analyse Sales-related Information (R/507/5644)
- Understand Equality, Diversity and Inclusion in the Workplace (K/507/4337)
- Understand How to Manage Performance and Conflict in the Workplace (D/507/5646)
- Understand How to Manage Incidents and Collaborate with Other Departments in a Contact Centre (K/507/5648)
- Understand How to Use Social Media Tools and Channels (K/507/5665)
NCFE CACHE TECHNICAL LEVEL 3 DIPLOMA IN EARLY YEARS EDUCATION AND CARE (EARLY YEARS EDUCATOR) (601/8438/3)
NCFE CACHE LEVEL 3 AWARD IN SUPPORTING TEACHING AND LEARNING IN SCHOOLS (500/9963/2)
NCFE CACHE LEVEL 3 DIPLOMA FOR THE EARLY YEARS WORKFORCE (EARLY YEARS EDUCATOR) (601/2629/2)
NCFE LEVEL 3 DIPLOMA IN IT USER SKILLS (600/1868/9)
NCFE CACHE LEVEL 3 DIPLOMA IN CHILDCARE AND EDUCATION (EARLY YEARS EDUCATOR) (601/4000/8)
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
LessMore info DownloadThis document provides further information on what adaptations are permitted for this qualification.