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NCFE Level 3 Diploma in Customer Service Skills for Business & Customer Service Advisor

Premium Bundle of all Time | Ofqual Regulation + NCFE Awards + QLS Endorsement | Assessment & Tutor Support Included

Kingston Open College


£550 inc VAT
Or £61.11/mo. for 9 months...
Study method
520 hours · Self-paced
Access to content
12 months
NCFE Level 3 Diploma in Skills for Business
Regulated qualification What's this?
Additional info
  • Exam(s) / assessment(s) is included in price
  • Tutor is available to students
  • TOTUM card available but not included in price What's this?


NCFE Level 3 Diploma in Customer Service Skills for Business & Customer Service Advisor

Benefit your career progression while saving a massive amount of your wallet by enrolling in our Ultimate NCFE Level 3 Diploma in Skills for Business: Customer Service qualification bundle of Govt regulated and QLS endorsed courses!

Learning Outcomes:

  • Develop a comprehensive understanding of customer service principles and practices.
  • Acquire effective communication skills for engaging with customers in a business environment.
  • Learn problem-solving techniques to address customer issues and complaints.
  • Gain knowledge on how to use social media tools and channels for customer service.
  • Understand the importance of customer retention and strategies for building strong customer relationships.
  • Enhance interpersonal skills for dealing with challenging customers and handling difficult situations.

What's included with the NCFE Level 3 Diploma in Customer Service Skills for Business & Customer Service Advisor?

  • Ofqual Regulated NCFE Level 3 Diploma in Skills for Business: Customer Service
  • Customer Service Advisor Course
  • Certificate on NCFE Level 3 Diploma in Skills for Business: Customer Service
  • Certificate on Customer Service Advisor Course
  • 1-2-1 tutor support
  • 24/7 access to Course library
  • High quality study modules
  • Dedicated customer support
  • Assessment guidance
  • Assessment

This super saver ultimate NCFE qualification bundle will add significant value to your resume while creating numerous possibilities for your career advancement.

Register to discover the abilities and knowledge required to succeed in the field of Business according to the standards established by OFQUAL and stand out to others. Do not rely on shoddy training or a mediocre education. Focus on excellence, and whenever and wherever you need us, we'll support you in achieving your full potential.

Ensure your degree is acknowledged internationally by joining us today!

Kingston Open College is the affiliate partner of One Education. Under the affiliate partnership/program this Qualification will be delivered and assessed by One Education.


NCFE Level 3 Diploma in Skills for Business

Regulated by Ofqual

Course media


***Curriculum Breakdown of NCFE Level 3 Diploma in Skills for Business: Customer Service***

  • Unit 01: Business Culture and Responsibilities
  • Unit 02: Deliver Customer Service in a Business Environment
  • Unit 03: Produce Documents in a Business Environment
  • Unit 04: Solve Problems in a Business Environment
  • Unit 05: Work With Others in a Business Environment
  • Unit 06: Communicate in a Business Environment
  • Unit 11: Understand the Customer Service Environment
  • Unit 12: Understand Customers and Customer Retention
  • Unit 13: Understand How to Monitor Customer Service Interactions and Feedback
  • Unit 14: Understand How to Resolve Customers’ Problems and Complaints
  • Unit 15: Understand How to Use Social Media Tools and Channels

***Curriculum Breakdown of Customer Service Advisor Course***

Module: 01

  • Understanding Customer Service
  • Identifying Customer Expectations
  • Providing Excellent Customer Service

Module: 02

  • Focusing on Your Customer
  • Customer Service and the Telephone
  • Handling Complaints
  • Enduring Stress

Module: 03

  • Communication Skills
  • Dealing With Challenges Assertively
  • Dealing With Difficult People
  • Dealing With Stress
  • Meeting Expectations
  • Setting Goals
  • Seven Steps to Customer Problem Solving
  • Telephone Techniques
  • The Fifth Critical Element – Measure It
  • The Fourth Critical Element – Be a Problem Solver
  • The Second Critical Element – Defined in Your Organization
  • The Sixth Critical Element – Reinforce It
  • The Third Critical Element – Given Life by the Employees
  • What is Customer Service?
  • Who Are Your Customers?

Module: 04

  • Six Critical Elements
  • Understanding Leadership
  • Five Practices of Leadership

Module: 05

  • Asking the Right Questions
  • Close with Vocals
  • Closing Down the Voice
  • Cold and Warm Calls
  • Developing a Script
  • Did You Hear Me?
  • It’s More Than Just a Phase
  • Negotiation Techniques
  • News from Within
  • Perfecting the Script
  • Phone Tag and Getting the Call Back
  • Sales by Phone
  • Saying No
  • Staying Out of Voice Mail Jail
  • Stress Busting
  • Taking Messages
  • This is My Mentor
  • To Serve and Delight
  • Verbal Communication Techniques
  • What’s Missing in Telephone Communication?
  • Who are Your Customers?

Module: 06

  • Building the Future
  • Checklist for Success
  • Considerations in Tool Selection
  • Customer Relationship Management
  • Evaluating and Reviewing Your Program
  • Homegrown vs. Application Service Provider
  • Requirement Driven Product Selection
  • Strategies for Customer Retention
  • The Development Team
  • What CRM Is and Who It Serves

Module: 07

  • Getting Started
  • It Starts at the Top
  • Peer Training
  • How to Build Rapport
  • Learn to Listen
  • Manners Matter – Etiquette & Customer Service (I)
  • Manners Matter – Etiquette & Customer Service (II)
  • Handling Difficult Customers
  • Getting the Necessary Information
  • Performance Evaluations
  • Training Doesn’t Stop
  • Wrapping Up

Total Qualification Time

Total Qualification contains the Guided Learning Hours (GLH) and an estimated number of hours that a learner is likely to spend in preparation, study, or any other learning including assessment, taking place as directed by, but not under the supervision of a lecturer, supervisor or tutor.

The expected total length of time that a learner will typically take to achieve and demonstrate the level of attainment necessary for the award of the qualification is 650 hours, where one credit corresponds to 10 hours of learning.

So the TQT value is 860

Guided Learning Hours

These hours comprise all contact time, guidance or supervision of a learner by a lecturer, supervisor, tutor, trainer or other appropriate providers of education or training.

GLH for this qualification is 520.


For the NCFE Level 3 Diploma in Skills for Business: Customer Service, learners will have to prepare a written assignment that will be initially assessed by a qualified assessor and further assessed by an IQA to ensure that all the learning outcomes of the qualification are properly accomplished by the learner.


Ofqual Regulated Certificate: Learners will be issued with NCFE awarded certificate upon successful completion of the qualification assessment. It will not require any further cost at all.

QLS Endorsed Certification: For the Customer Service Advisor Course course certificate. Learners don't have to pay any additional payment.

Who is this course for?

  • Students who want to pursue a career in customer service or related fields.
  • Professionals already working in customer service roles who wish to enhance their skills.
  • Individuals who interact with customers as part of their job and want to improve their customer service abilities.
  • Entrepreneurs or business owners who want to understand the importance of customer service and apply effective strategies in their organisations.
  • Those who have an interest in providing excellent customer service and maintaining strong customer relationships.
  • Individuals seeking to acquire the necessary skills for handling complaints, problem-solving, and using social media tools in customer service.

Career path

This NCFE Level 3 Diploma relates to the following careers:

  • Customer Service Representative - £22,050 - £25,625 per year
  • Call Center Agent - £22,000 per year
  • Customer Support Specialist - £22,000 - £24,400 per year
  • Client Relationship Manager - £22,000 - £24,400 per year
  • Customer Experience Manager - £35,000 - £45,000 per year
  • Complaints Handler - £25,000 - £28,000 per year

Questions and answers

Currently there are no Q&As for this course. Be the first to ask a question.


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What does study method mean?

Study method describes the format in which the course will be delivered. At Reed Courses, 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 Reed Courses, 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.