NCFE Level 3 Certificate in Principles of Customer Service
Ref:
601/7073/6
Sector:
Business, Administration and Law
Registration & certification fee:
£92.50
Level:
Level 3
Minimum entry age:
16
GLH:
220
TQT:
240
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About this qualification
This qualification provides learners with the knowledge required by employers to work in a range of different environments in a customer service role.
Learners will have knowledge of principles and practices of effective customer service, including customer retention, resolving customer complaints and problems as well as understanding how customer service delivery affects customer expectations.
This qualification has been allocated UCAS points. Please refer to the UCAS website for further details of the points allocation and the most up-to-date information.
Who is it suitable for?
This qualification is designed for adult learners 19+ who may be changing career or entering a new industry and need a solid background in this area.
This qualification may also be taken by learners aged 16+. Entry is at the discretion of the centre.
What are the entry requirements?
There are no specific recommended prior learning requirements for this qualification. However, learners may find it helpful if they’ve already achieved a level 2 qualification.
How is this qualification structured?
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.
How is it assessed?
The NCFE Level 3 Certificate in Principles of Customer Service is assessed via an internally assessed and externally moderated portfolio of evidence.
What related qualifications can you progress to?
Learners who achieve this qualification could progress to customer service or business administration qualifications.
Funding for our qualifications
Find out more about funding for this and other qualifications on our funding page.
Useful links
Mandatory policies and fees | NCFE
Endorsed by
Support materials
Qualification specification (PDF | 436 KB)
Qualification specification (Word) (DOCX | 426 KB)
Support Handbook (PDF | 371 KB)
Unit breakdown
Understand the Customer Service Environment (R/507/5627)
Principles of Business (L/507/4329)
Understand How to Resolve Customers' Problems and Complaints (D/507/5565)
Understand Customers and Customer Retention (K/507/5634)
Understand How to Monitor Customer Service Interactions and Feedback (M/507/5568)
Understand How Knowledge Resources and Service Partnerships Support Customer Service Delivery (J/507/5639)
Understand Sales Activities in a Contact Centre and How to Close a Sale (A/507/5640)
Understand How to Obtain and Analyse Sales-Related Information (R/507/5644)
Understand Equality, Diversity and Inclusion in the Workplace (K/507/4337)
Understand How to Manage Performance and Conflict in the Workplace (D/507/5646)
Understand How to Manage Incidents and Collaborate With Other Departments in a Contact Centre (K/507/5648)
Understand How to Use Social Media Tools and Channels (K/507/5665)