Level 3 Certificate in Principles of Customer Service - NCFE

Customer service is a critical component in any company. The Level 3 Certificate in Principles of Customer Service will provide learners with an in-depth look of what it takes to work in a customer service job. Customer service is relevant to multiple industries and sector. The course will equip learners with the required principles and practices on how to deliver outstanding customer service. Learn the fundamental basics of effective customer service, tackling customer complaints and retaining customers. It is a guide for learners to have an excellent understanding of exceeding customer expectations.

The course will focus on key topics such as understanding customer service environment, resolving customer problems, principles of business, managing performance and conflict in the workplace and why equality and diversion is important to the work place.

The Level 3 Certificate in Principles of Customer Service will provide learners with a look at how customer service can be effectively delivered to all departments within the workplace. It is a collaborative effort and is useful to learners who want to have careers in retail, sports, tourism and health public service.

Learning Outcomes

• Learn the role and responsibilities of working in customer service.
• Understand the importance of communication in customer service.
• Learn the best principles of effective customer service delivery.
• Learn how to make improvements to existing customer service practices.
• Learn how to exceed your customer’s expectations by providing outstanding customer service.
• Learn why equality and diversion are essential components in the workplace.

Course Curriculum

1: Understand The Customer Service Environment

2: Principles Of Business

3: Understand How To Resolve Customer’s Problems Or Complaints

4: Understand Customers And Customer Retention

5: Understand How To Monitor Customer Service Interactions And Feedback

6: Understand Equality, Diversity And Inclusion In The Workplace

7: Understand How To Manage Performance And Conflict In The Workplace

Query Support

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Access Duration

The course will be directly delivered to you, and you have 12 months access to the online learning platform from the date you joined the course. The course is self-paced and you can complete it in stages, revisiting the lectures at any time.

Course Objectives

• Provide learners with extensive knowledge that is required to gain employment in customer service roles in a wide range of sectors
• Learn the best principles and practices of providing effective customer service, such as retaining customers, and resolving customer complaints and problems quickly
• Understand how customer service delivery affects customer expectations

Course Description

• Qualification type: NCFE Level 3 Certificate
• Qualification title: NCFE Level 3 Certificate in Principles of Customer Service
• Accreditation status: Accredited
• Level: 3
• Guided Learning Hours (GLH): 220
• Total Qualification Time (TQT): 240
• Qualification number (QN): 601/7073/6

Method of Assessment

To be awarded the NCFE Level 3 Certificate in Principles of Customer Service learners are required to successfully complete 4 mandatory units and 3 optional units.

Internally assessed and externally moderated portfolio of evidence. Each learner is required to create a portfolio of evidence which demonstrates achievement of all the learning outcomes and assessment criteria.

Certification

Those who successfully complete the course will be awarded the Level 3 Certificate in Principles of Customer Service Certificate. It will make you valuable to employers, and your motivation at gaining new skills will be recognised.

Tutor Support

We believe that tutor support is paramount to how well you succeed in your choice of programme. Therefore, we have taken great care to ensure you have tutor support from start to finish. When you enrol in our courses, you will receive dedicated tutor support. Our academic tutors will provide unlimited assistance through email, and in the instance of any questions they will provide answers to the best of their knowledge.

Learners will need to be over the age of 19, and must demonstrate the following:

• Vocational or academic qualification at Level 2 or higher
• Basic level of literacy, numeracy and ICT ability

In order to qualify for the program you will need to submit a completed application form which will be provided to you. This form should be provided to us within a month of enrolment along with the following;

• Proof of educational qualifications
• You must provide an identification document such as a passport or a driving licence.

• Customer Service Manager – £27,759 per annum
• Customer Service Supervisor – £19,399 per annum
• customer Service Team Leader – £23,156 per annum