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NCFE Level 3 Diploma in Customer Service
Ref:
601/3974/2
Sector:
Business, Administration and Law
Registration & certification fee:
£120.00
Level:
Level 3
Minimum entry age:
16
GLH:
289
TQT:
550
Credit value:
55
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This qualification is now withdrawn and we are no longer able to take learner registrations. The support materials for this qualification will not be updated.
Support materials
Mandatory qualification information
Qualification specification (PDF | 1144 KB)
Qualification specification (Word) (DOCX | 465 KB)
Additional qualification information
Purpose statement (PDF | 77 KB)
Teaching/delivery guidance
Apprenticeship summary (PDF | 117 KB)
PLTS mapping (PDF | 130 KB)
Skills CFA assessment strategy (PDF | 147 KB)
Contact centre operations assessment strategy (PDF | 91 KB)
e-skills assessment strategy (PDF | 96 KB)
Sales standards assessment strategy (PDF | 204 KB)
Support Handbook
Support Handbook (PDF | 327 KB)
Unit breakdown
Mandatory units
Organise and Deliver Customer Service (L/506/2150)
Understand the Customer Service Environment (Y/506/2152)
Resolve Customers' Problems (K/506/2169)
Principles of Business (D/506/1942)
Manage Personal and Professional Development (T/506/2952)
Understand Customers and Customer Retention (J/506/2910)
Optional units
Develop Resources to Support Consistency of Customer Service Delivery (Y/506/2166)
Use Service Partnerships to Deliver Customer Service (D/506/2167)
Resolve Customers' Complaints (R/506/2151)
Gather, Analyse and Interpret Customer Feedback (D/506/2170 )
Monitor the Quality of Customer Service Interactions (K/506/2172)
Communicate Verbally With Customers (D/506/2119)
Communicate With Customers in Writing (T/506/2126)
Promote Additional Products and/or Services to Customers (L/506/2133)
Exceed Customer Expectations (Y/506/2135)
Deliver Customer Service Whilst Working on Customers' Premises (T/506/2143)
Deliver Customer Service to Challenging Customers (F/506/2159)
Develop Customer Relationships (Y/506/2149)
Support Customer Service Improvements (T/506/2160)
Support Customers Through Real-Time Online Customer Service (A/506/2161)
Use Social Media to Deliver Customer Service (J/506/2163)
Champion Customer Service (D/506/2153)
Build and Maintain Effective Customer Relations (R/506/2179)
Manage a Customer Service Award Programme (L/506/2181)
Manage the Use of Technology to Improve Customer Service (Y/506/2183)
Develop a Social Media Strategy for Customer Service (D/506/2962)
Support Customers Using Self-Service Equipment (H/506/2977)
Provide Post-Transaction Customer Service (K/506/2978)
Negotiate in a Business Environment (H/506/1912)
Promote Equality, Diversity and Inclusion in the Workplace (T/506/1820)
Manage Team Performance (A/506/1821)
Manage Individuals' Performance (J/506/1921)
Collaborate With Other Departments (M/506/1931)
Negotiating, Handling Objections and Closing Sales (F/502/8612)
Obtaining and Analysing Sales-Related Information (R/502/8615)
Buyer Behaviour in Sales Situations (K/502/8622)
Manage Incidents Referred to a Contact Centre (K/503/0418)
Lead Direct Sales Activities in a Contact Centre Team (D/503/0397)
Manage Diary Systems (L/506/1807)
Contribute to the Organisation of an Event (L/506/1869)
Provide Reception Services (H/506/1814)
Buddy a Colleague to Develop Their Skills (M/506/1895)
Employee Rights and Responsibilities (L/506/1905)
Processing Sales Orders (M/502/8587)
Bespoke Software (J/502/4397)