NCFE Level 3 Certificate in Principles of Customer Service

This course assesses the following units:

Unit 1: Understand the customer service environment (50 hours)

• Understand the concepts and practices underpinning customer service delivery
• Understand the relationship between customer service and a brand
• Understand the structure of customer service
• Understand the implications of legislation on customer service delivery
• Understand how to organise customer service delivery

Unit 2: Understand how to resolve customers’ problems and complaints (30 hours)

• Understand the monitoring and resolution of customers’ problems
• Understand the monitoring and resolution of customers’ complaints

Unit 3: Understand customers and customer retention (30 hours)

• Understand Customer Relationship Management (CRM)
• Understand customer retention
• Understand the measurement of customer satisfaction

Unit 4: Principles of business (50 hours)

• Understand business markets
• Understand business innovation and growth
• Understand financial management
• Understand business budgeting
• Understand sales and marketing

Unit 5: Understand how to monitor customer service interactions and feedback (30 hours)

• Understand how to monitor the quality of customer service interactions
• Understand how to gather, analyse and interpret customer feedback

Unit 6: Understand equality, diversity and inclusion in the workplace (15 hours)

• Understand the organisational aspects of equality, diversity and inclusion in the workplace
• Understand the personal aspects of equality, diversity and inclusion in the workplace

Unit 7: Understand how to manage performance and conflict in the workplace (35 hours)

• Understand the management of team performance
• Understand the management of underperformance in the workplace
• Understand the principles of conflict management

This course can be taken over a 12 month period but you can complete it as fast or as slowly as you wish.

To pass this course learners must pass 7 units. These are completed after navigating through the corresponding lessons and writing your answers to assignment questions. Once these have been read and marked by your personal tutor, feedback and marks are provided to students which contain helpful tips to improve work in future assignments.