NCFE

NCFE Level 3 Diploma in Customer Service

Ref:
601/3974/2
Sector:
Business, Administration and Law
Shortlist for approval
Shortlisted
Support Materials Qualification Specification

Level
Level 3
Minimum entry age
16
GLH
289
TQT
550
Credit Value
55
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. This qualification is part of an apprenticeship.

Qualification Specification

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.

Purpose Statement

This document outlines the content of this qualification, who it’s designed for, and the opportunities it could lead to.

Apprenticeship Summary

PLTS Mapping

This document highlights which of the Personal Learning and Thinking Skills (PLTS) link into the units of this qualification.

Learner’s Evidence Tracking Log

This document can help learners to keep track of their work.

Skills CFA Assessment Strategy

This mandatory document outlines the policies and principles for assessing competence units.

Contact Centre Assessment Strategy

This mandatory document outlines the policies and principles for assessing competence units.

e-skills Assessment Strategy

This mandatory document outlines the policies and principles for assessing competence units.

Sales Standards Assessment Strategy

This mandatory document outlines the policies and principles for assessing competence units.

Mandatory units

  1. Organise and Deliver Customer Service (L/506/2150)
  2. Understand the Customer Service Environment (Y/506/2152)
  3. Resolve Customers’ Problems (K/506/2169)
  4. Principles of Business (D/506/1942)
  5. Manage Personal and Professional Development (T/506/2952)
  6. Understand Customers and Customer Retention (J/506/2910)

Optional units

  1. Develop Resources To Support Consistency of Customer Service Delivery (Y/506/2166)
  2. Use Service Partnerships To Deliver Customer Service (D/506/2167)
  3. Resolve Customers’ Complaints (R/506/2151)
  4. Gather, Analyse and Interpret Customer Feedback (D/506/2170 )
  5. Monitor the Quality of Customer Service Interactions (K/506/2172)
  6. Communicate Verbally With Customers (D/506/2119)
  7. Communicate with Customers in Writing (T/506/2126)
  8. Promote Additional Products And/Or Services To Customers (L/506/2133)
  9. Exceed Customer Expectations (Y/506/2135)
  10. Deliver Customer Service Whilst Working On Customers’ Premises (T/506/2143)
  11. Deliver Customer Service To Challenging Customers (F/506/2159)
  12. Develop Customer Relationships (Y/506/2149)
  13. Support Customer Service Improvements (T/506/2160)
  14. Support Customers Through Real-Time Online Customer Service (A/506/2161)
  15. Use Social Media To Deliver Customer Service (J/506/2163)
  16. Champion Customer Service (D/506/2153)
  17. Build and Maintain Effective Customer Relations (R/506/2179)
  18. Manage a Customer Service Award Programme (L/506/2181)
  19. Manage the Use of Technology To Improve Customer Service (Y/506/2183)
  20. Develop a Social Media Strategy for Customer Service (D/506/2962)
  21. Support Customers Using Self-Service Equipment (H/506/2977)
  22. Provide Post-Transaction Customer Service (K/506/2978)
  23. Negotiate in a Business Environment (H/506/1912)
  24. Promote Equality, Diversity and Inclusion in the Workplace (T/506/1820)
  25. Manage Team Performance (A/506/1821)
  26. Manage Individuals’ Performance (J/506/1921)
  27. Collaborate with Other Departments (M/506/1931)
  28. Negotiating, Handling Objections and Closing Sales (F/502/8612)
  29. Obtaining and Analysing Sales-Related Information (R/502/8615)
  30. Buyer Behaviour in Sales Situations (K/502/8622)
  31. Manage Incidents Referred to a Contact Centre (K/503/0418)
  32. Lead Direct Sales Activities in a Contact Centre Team (D/503/0397)
  33. Manage Diary Systems (L/506/1807)
  34. Contribute To the Organisation of an Event (L/506/1869)
  35. Provide Reception Services (H/506/1814)
  36. Buddy a Colleague To Develop Their Skills (M/506/1895)
  37. Employee Rights and Responsibilities (L/506/1905)
  38. Processing Sales Orders (M/502/8587)
  39. Bespoke Software (J/502/4397)

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