NCFE Level 3 Diploma in Customer Service
Ref:
601/3974/2
Sector:
Business, Administration and Law
Registration & certification fee:
£115.50
Level:
Level 3
Minimum entry age:
16
GLH:
289
TQT:
550
Credit value:
55
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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 gives learners the opportunity to develop the skills and knowledge needed to deliver customer service in a range of industries and contexts.
Support materials
Qualification specification (PDF | 753 KB)
Qualification specification (Word) (DOCX | 463 KB)
Purpose statement (PDF | 77 KB)
Apprenticeship summary (PDF | 117 KB)
PLTS mapping (PDF | 130 KB)
Skills CFA assessment strategy (PDF | 147 KB)
Contact centre operations assessment strategy (PDF | 91 KB)
e-skills assessment strategy (PDF | 96 KB)
Sales standards assessment strategy (PDF | 204 KB)
Support Handbook (PDF | 327 KB)
Unit breakdown
Organise and Deliver Customer Service (L/506/2150)
Understand the Customer Service Environment (Y/506/2152)
Resolve Customers' Problems (K/506/2169)
Principles of Business (D/506/1942)
Manage Personal and Professional Development (T/506/2952)
Understand Customers and Customer Retention (J/506/2910)
Develop Resources to Support Consistency of Customer Service Delivery (Y/506/2166)
Use Service Partnerships to Deliver Customer Service (D/506/2167)
Resolve Customers' Complaints (R/506/2151)
Gather, Analyse and Interpret Customer Feedback (D/506/2170 )
Monitor the Quality of Customer Service Interactions (K/506/2172)
Communicate Verbally With Customers (D/506/2119)
Communicate With Customers in Writing (T/506/2126)
Promote Additional Products and/or Services to Customers (L/506/2133)
Exceed Customer Expectations (Y/506/2135)
Deliver Customer Service Whilst Working on Customers' Premises (T/506/2143)
Deliver Customer Service to Challenging Customers (F/506/2159)
Develop Customer Relationships (Y/506/2149)
Support Customer Service Improvements (T/506/2160)
Support Customers Through Real-Time Online Customer Service (A/506/2161)
Use Social Media to Deliver Customer Service (J/506/2163)
Champion Customer Service (D/506/2153)
Build and Maintain Effective Customer Relations (R/506/2179)
Manage a Customer Service Award Programme (L/506/2181)
Manage the Use of Technology to Improve Customer Service (Y/506/2183)
Develop a Social Media Strategy for Customer Service (D/506/2962)
Support Customers Using Self-Service Equipment (H/506/2977)
Provide Post-Transaction Customer Service (K/506/2978)
Negotiate in a Business Environment (H/506/1912)
Promote Equality, Diversity and Inclusion in the Workplace (T/506/1820)
Manage Team Performance (A/506/1821)
Manage Individuals' Performance (J/506/1921)
Collaborate With Other Departments (M/506/1931)
Negotiating, Handling Objections and Closing Sales (F/502/8612)
Obtaining and Analysing Sales-Related Information (R/502/8615)
Buyer Behaviour in Sales Situations (K/502/8622)
Manage Incidents Referred to a Contact Centre (K/503/0418)
Lead Direct Sales Activities in a Contact Centre Team (D/503/0397)
Manage Diary Systems (L/506/1807)
Contribute to the Organisation of an Event (L/506/1869)
Provide Reception Services (H/506/1814)
Buddy a Colleague to Develop Their Skills (M/506/1895)
Employee Rights and Responsibilities (L/506/1905)
Processing Sales Orders (M/502/8587)
Bespoke Software (J/502/4397)