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Customer Service NCFE Level 3

Oakwood Home Learning


£449 inc VAT
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Payment options are available on this course so that students can split the payments down over 6...

Study method
Distance learning, self-paced
12 months
Level 3 Certificate in Principles of Customer Service (QCF)
Regulated qualification What's this?
Additional info
  • Exam(s) / assessment(s) is included in price
  • Tutor is available to students
  • TOTUM card is available to purchase separately What's this?

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Customer service is required in a huge number of different job roles and this course is perfect if you are looking to gain the knowledge required to give the best customer service possible. With a customer service level 3 qualification, employers will recognise your expertise in dealing with clients and customers in a variety of ways and this course results in an NVQ Level 3 in customer service.

First-class customer service is a vital component for all companies. This course in the Principles of Customer Service provides students with a comprehensive look into the most important and key principles of Customer service. This course certifies you to work in a customer service based job.


Level 3 Certificate in Principles of Customer Service (QCF)

Regulated by Ofqual


Customers and consumers are more likely to work with and/or purchase products from a business with well renown standards for customer service. These skills are even more valuable in modern business environments as they enable businesses to outdo competitors. Completing this NCFE Level 3 Certificate in Principles of Customer Service course will help you prove that you have a deep knowledge and understanding of the customer service industry. You will also acquire skills that will help you to be employed in the customer service sector. Learning to understand the need for quality, customer-centred approaches in all sectors will benefit you as you move into this career path. The qualification covers the key areas you need to work closely with clients of all ages and backgrounds to deliver a great service which will increase the profitability of any company.

Study time: 240 hours

Enrolment length: 12 months

Course format: Paper based pack

Assignments: 8 written tasks

Entry requirements: None specific

Unit 1: Understand the customer service environment

Delivering great customer service relies on many different things. There are lots of abilities that are needed to provide good customer service and one of the most important is the ability to communicate with customers. Each person’s needs are different and being able to effectively recognise and adapt your approach to suit a client is the best way to giving customer support which is tailored to their individual needs.

This unit will explore what you can work on with customers and how to pick up on their demeanour to change your approach and better suit the situation.

Unit 2: Principles of business

Customer service is an incredibly important aspect of any business and it is important to be able to work closely with different customers to provide a good service. In order to do this you will first need to understand exactly what customer service is and what providing this service entails.

This unit will cover the general idea of customer service and how employees can work within rules and regulations to provide client care. These rules and regulations change between various industries and will differ from time to time and it is important that you can understand how your service influence a company’s relations with clients.

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

Having a good relationship with customers is key to being able to provide a quality service and give people what they want. In this unit of the course we will look at how you can work to provide quality customer service to your clients and develop strong working relations. Having good relations with customers will ensure that they are retained and will continue to work with your company for many years to come.

Unit 4: Understand customers and customer retention

Maintaining customer relations and loyalty is much cheaper than constantly finding new customers. You can maintain customers by ensuring they always have a positive customer experience. You can ensure this by being aware of your customer and their individual needs. Your company will target a specific demographic so you need to know how to relate to them effectively. While it is tricky, customer satisfaction can be measured and in this unit you will cover how and why it is measured.

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

Customer feedback is very important. It is crucial that we collect customer’s opinions and reactions. When customer feedback is gathered we can analyse and scrutinize the information to work out any problem areas. Most customer feedback is based on their interactions with staff. Therefore, it is vital that we monitor customer service interactions. This could be anything from over the phone sales to policies and procedures that are in place.

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

All businesses require a group of people to work together harmoniously in order to be successful. This means that a collection of individuals, all with different backgrounds, ages and beliefs, must be able to work in a way that highlights their strengths. In order for this to work each person in the business environment must have a strong understanding of equality, diversity and inclusion and how to respect others that they work with. In this unit we will look at equality, diversity and inclusion in depth and discuss the benefits of having a diversified workforce.

Unit 7: Understand how to manage performance and conflict in the workplace

In this unit you will learn how to manage performance and conflict in the workplace. To manage performance and make sure it is as high as possible, you need to understand how to manage it. This can be individual or team performance. Managing a team effectively is not easy. Managing performance with business is not always positive. You may have to deal with teams or individuals who are underperforming. A good manager has to know how to deal with both positive and negative performance reviews and how to combat negative performance. Within teams not everyone will get along. It is the job of the manager to deal with any conflict within the team. This must be done sensitively and without judgement.


This course is assessed through tutor marked assignments which must be sent to your tutor for marking. You will then be provided with feedback and a mark on your work from your tutor within 5 days. After each assignment has been sent off and marked as complete you will have passed the qualification and will receive your certification.


At the end of this course successful learners will receive a Level 3 NCFE certificate of achievement. That means that it is independently accredited at a level of learning equivalent to Level 3 on the National Qualifications Framework (NQF) for England, Wales and Northern Ireland.

Accreditation by NCFE is a guarantee of quality. It means that this learning programme has been scrutinised and approved by an independent panel of experienced educational professionals and is quality audited biannually by NCFE.

NCFE is recognised as an awarding body by the qualification regulators (‘regulators’) for England, Wales and Northern Ireland. The regulators are the Office of the Qualifications and Examinations Regulator (Ofqual) in England, the Department for Children, Education, Lifelong Learning and Skills (DCELLS) in Wales and the Council for Curriculum, Examinations and Assessment (CCEA) in Northern Ireland.

Who is this course for?

Anyone who is looking to work in a business environment directly with customers.


There are no previous requirements needed for this course.

Career path

Anyone working in customer service or client relations

Questions and answers


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What does study method mean?

Study method describes the format in which the course will be delivered. At courses are delivered in a number of ways, including online courses, where the course content can be accessed online remotely, and classroom courses, where courses are delivered in person at a classroom venue.

What are CPD hours/points?

CPD stands for Continuing Professional Development. If you work in certain professions or for certain companies, your employer may require you to complete a number of CPD hours or points, per year. You can find a range of CPD courses on, many of which can be completed online.

What is a ‘regulated qualification’?

A regulated qualification is delivered by a learning institution which is regulated by a government body. In England, the government body which regulates courses is Ofqual. Ofqual regulated qualifications sit on the Regulated Qualifications Framework (RQF), which can help students understand how different qualifications in different fields compare to each other. The framework also helps students to understand what qualifications they need to progress towards a higher learning goal, such as a university degree or equivalent higher education award.

What is an ‘endorsed’ course?

An endorsed course is a skills based course which has been checked over and approved by an independent awarding body. Endorsed courses are not regulated so do not result in a qualification - however, the student can usually purchase a certificate showing the awarding body’s logo if they wish. Certain awarding bodies - such as Quality Licence Scheme and TQUK - have developed endorsement schemes as a way to help students select the best skills based courses for them.