Principles of Customer Service Certificate Level 3

Overview

Why choose the NCFE Level 3 Certificate in Principles of Customer Service?

In a world of consumer power, customer service is on the front line of any business, and that means customer service skills are hugely desirable to employers. Although it’s very possible to learn these ‘on the job’, if you’re looking to improve your skills or perhaps keen to progress within your current place of work, the NCFE Level 3 Certificate in Principles of Customer Service will provide useful skills and look good on your CV.

A distance learning course, you will be able to fit your studies around your life, instead of having to change your life in order to learn. That means if you already have a job in customer service (or elsewhere), you’ll be able to keep up with your responsibilities as well as adding a new qualification to your CV.

The NCFE Level 3 Certificate in Principles of Customer Service covers the underlying principles of business, complaints resolution, customer retention, and ensures you are able to monitor the quality of customer service interactions. By understanding communication, the skills involved with effective communication, and how to use these to your advantage, you’ll become a better customer service operator all round.

Modules for this course

Unit 1: Understand the customer service environment

On completion of this unit you will:

  • Understand the concepts and practices underpinning customer service delivery
  • Understand the relationship between customer service and a brand
  • Understand the structure of customer service
  • Understand the implications of legislation on customer service delivery
  • Understand how to organise customer service delivery

 

Unit 2: Principles of business

On completion of this unit you will:

  • Understand business markets
  • Understand business innovation and growth
  • Understand financial management
  • Understand business budgeting
  • Understand sales and marketing

 

Unit 3: Understand how to resolve customers’ problems or complaints

On completion of this unit you will:

  • Understand the monitoring and resolution of customers’ problems
  • Understand the monitoring and resolution of customers’ complaints

 

Unit 4: Understand customers and customer retention

On completion of this unit you will:

  • Understand Customer Relationship Management (CRM)
  • Understand customer retention

 

Unit 5: Understand how to monitor customer service interactions and feedback

On completion of this unit you will:

  • Understand how to monitor the quality of customer service interactions
  • Understand how to gather, analyse and interpret customer feedback

 

Unit 6: Understand equality, diversity and inclusion in the workplace

On completion of this unit you will:

  • Understand the organisational aspects of equality, diversity and inclusion in the workplace
  • Understand the personal aspects of equality, diversity and inclusion in the workplace

 

Unit 7: Understand how to manage incidents and collaborate with other departments in a contact centre

On completion of this unit you will:

  • Understand how to manage incidents reported to a contact centre
  • Understand how to collaborate with other departments

Requirements

No experience or previous qualifications are needed to enrol on this course, which is available to all students of all academic backgrounds. However, you must be at least 16 years of age to join it.

Assessment

You’ll get an assessment at the end of each unit, and this should take you around 1-2 hours to complete. These papers, once marked by your assessor, will enable your tutor to continually monitor your progress and provide help and advice where needed. The course is estimated to require around 220 hours of study time in total.

Qualification number: 60170736

To gain the qualification you will need to successfully complete all the units in the course.
Please note: Online access is required in order to complete this course.

CACHE

On completion of this course you will receive the CACHE Level 3 Diploma for the Early Years Workforce (Early Years Educator) (QCF) qualification. This qualification is listed on the QCF (Qualification Number: 601/2629/2).

CACHE is the UK's only specialist awarding organisation for the children and adult care sectors. CACHE continue to develop the most up to date and relevant qualifications for the new QCF and work closely with Sector Skills Councils to ensure the highest level of quality and a cutting-edge service to their customers, our learners, and the sector.

Developing your career

How can I follow up my NCFE Level 3 Certificate in Principles of Customer Service?

You’ll be able to follow up your NCFE Level 3 Certificate in Principles of Customer Service with more study if that’s how you roll, or aim high at work and apply for a role that progresses your career the way you want it to go.

You could enrol onto either the NCFE Level 3 or 4 NVQ in Customer Service, and either of these two courses will make it easier for you to become a manager in a customer service team.

If you want to progress at work, look out for internal jobs that come up. Even temporary fixed-term contracts can lead to greater things, and there’s a lot to be said for experience. Alternatively you may find more success working for a new company, and you’ll find your prospective employer is more likely to call you for interview if you have shown interest and dedication by taking this Certificate in Principles of Customer Service (NCFE) Level 3.

If you don’t yet have a job in customer service, but you loved your course, it will stand out on your CV and proves you are dedicated, reliable, and interested in the sector.

Pay in full for 20% off this weekend!
 

Course Fees - SPECIAL AUGUST DEAL

Price £1,265.00 £885.50

Payment methods

1 Pay with Advanced Learner Loan
(No repayments until your salary reaches £21,000)
Loan registration fee = 
£10.00
Loan funding amount = 
£1,255.00
Total fee = 
£1,265.00

2 Pay in Full - £885.50

3 Pay by Instalments - £885.50
Deposit of £50.00
plus 6 monthly payments of £139

ENROL NOW - Choose payment method


Further Information

Course ref: 60170736

Course starts: Anytime

Guided Learning Hours: 220

Level: 3

Modules: 12

Technical requirements

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