NCFE Level 3 Certificate in Principles of Customer Service
Ref:
601/7073/6
Sector:
Business, Administration and Law
Registration & certification fee:
£86.00
Level:
Level 3
Minimum entry age:
16
GLH:
220
TQT:
240
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This qualification has been allocated UCAS points. Please refer to the UCAS website for further details of the points allocation and the most up-to-date information
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.
Endorsed by
Support materials
Qualification specification (PDF | 353 KB)
Qualification specification (Word) (DOCX | 427 KB)
Mapping document (PDF | 98 KB)
Features and benefits (PDF | 67 KB)
Support Handbook (PDF | 327 KB)
Unit breakdown
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)
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)