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NCFE Level 3 Certificate in Principles of Customer Service

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  • Accreditation by NCFE CACHE
  • 7 units
  • 259 guided learning hours
NCFE Level 3 Certificate in Principles of Customer Service

The NCFE Level 3 Certificate in Principles of Customer Service (RQF qualification code: 601/7073/6) is designed to provide you with the knowledge you need to enable you to work in a customer focused industry. Excellent customer service is critical to the ongoing success of any company and it is vital for all staff to have an excellent understanding of the principles of customer service.

 

Is this distance learning course right for me?

Customer Service skills are highly prized and sought after, just ask any consumer, manager or business owner. No matter whether you work in the private or public sector, with customers becoming more and more demanding, your ability to deal with customers and adapt to changing requirements and tastes is a key determinant of success.

The NCFE Level 3 Certificate in Principles of Customer Service qualification focuses on the effective use of communication in relation to customer service. It also considers the underlying principles of business, complaint resolution customer retention and how to monitor the overall level of customer service provided. It also looks at how customer service can be delivered in different sectors as well as equality in the workplace and how to collaborate effectively with other departments. Finally, throughout the entire course the content focuses on what steps can be taken to improve customer service

The qualification consists of 7 units. You will work through 7 modules that include all the course material that you need for the 7 units. Once you have completed each module you will be required to complete unit assessments that ask you to provide evidence of your knowledge and understanding in the following areas:

1.  The customer service environment

2.  Principles of Business

3.  Resolving customers' problems and complaints

4. Understanding customers and customer retention

5. Understanding how to monitor customer service interactions and feedback

6. Understanding equality, diversity and inclusion in the workplace

7. Understanding how to manage incidents and collaborate with other departments in a contact centre

Our Customer Service course (601/7073/6) is a fully recognised qualification. It takes approximately 220 hours to complete and carries 21 credits - which can be transferred across to progress onto further study.

 

Opportunities for further education and training

After successfully completing this qualification, you may like to go on to further study in the same or a similar subject. This might include:

NCFE Level 3 NVQ Diploma in Customer Service
NCFE Level 4 NVQ Diploma in Customer Service

Qualification: NCFE Level 3 Certificate in Principles of Customer Service

On successful completion of this course you will be awarded with the NCFE Level 3 Certificate in Principles of Customer Service (RQF qualification code = 601/7073/6).

Requirements for Entry

There is no experience, previous qualifications required for enrolment on this course. It is available to all students, of all academic backgrounds. In addition there are no specific recommended prior learning requirements for this qualification

This qualification has been developed to enable learners to progress into employment in senior customer service roles or onto higher level studies.

Please note: You must be at least 16 years of age to join this course.

Professional Membership

On completion of this course you will be eligible to join the following Professional Associations(s):

Stonebridge is a NCFE CACHE registered Centre

NCFE CACHE is the UK's longest established awarding body, recognised as a highly professional and responsive organisation, committed to maintaining excellent customer service and a friendly approach.
 
NCFE CACHE is one of the UK’s fastest growing national awarding bodies, designing and awarding qualifications that are nationally recognised to meet the needs of learners and employers.

Accreditation by NCFE CACHE is a guarantee of quality. It means that the college has been inspected and approved by an independent and experienced education professional and is quality audited biannually by NCFE CACHE. The centre delivering the programmes has been licensed by NCFE CACHE on the basis of its own quality systems. At the end of an accredited course, successful learners will also receive an NCFE CACHE Award certificate of achievement.

NCFE CACHE provide a wide range of qualifications accredited by Ofqual at different levels and in a variety of subject areas. NCFE CACHE also offer NVQs, Key Skills, Basic Skills and Entry Level qualifications.
 
Accreditation by NCFE CACHE is a guarantee of quality. It means that the college has been inspected and approved by an independent and experienced education professional and is quality audited biannually by NCFE CACHE . The centre delivering the programmes has been licensed by NCFE CACHE on the basis of its own quality systems. At the end of an accredited course, successful learners will also receive an NCFE CACHE Award certificate of achievement.
 
Our NCFE CACHE accredited courses are accredited to various levels (from level 1 – level 5). These courses lead to a nationally recognised NCFE CACHE certificate for successful learners. That means that the course is independently accredited at a level of learning equivalent to that level on the National Qualifications Framework (NQF) for England, Wales and Northern Ireland.
 
Last year over a quarter of a million learners from almost 1000 training organisations chose NCFE CACHE as the awarding body to help them move their careers forward.

If you would like to visit NCFE CACHE ’s website, please click here.

Unit 1: Understand the customer service environment

On completion of this unit you will:

  • 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: Principles of business

On completion of this unit you will:

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

 

Unit 3: Understand how to resolve customers’ problems or complaints

On completion of this unit you will:

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

 

Unit 4: Understand customers and customer retention

On completion of this unit you will:

  • Understand Customer Relationship Management (CRM)
  • Understand customer retention

 

Unit 5: Understand how to monitor customer service interactions and feedback

On completion of this unit you will:

  • 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

On completion of this unit you will:

  • 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 incidents and collaborate with other departments in a contact centre

On completion of this unit you will:

  • Understand how to manage incidents reported to a contact centre
  • Understand how to collaborate with other departments

What's Included

  • All study materials
  • Study Guide
  • Full Tutor and Admin support
  • The course fee includes the awarding body registration and certification fee (valued at up to £96.00).
NCFE Level 3 Certificate in Principles of Customer Service

The NCFE Level 3 Certificate in Principles of Customer Service (RQF qualification code: 601/7073/6) is designed to provide you with the knowledge you need to enable you to work in a customer focused industry. Excellent customer service is critical to the ongoing success of any company and it is vital for all staff to have an excellent understanding of the principles of customer service.

 

Is this distance learning course right for me?

Customer Service skills are highly prized and sought after, just ask any consumer, manager or business owner. No matter whether you work in the private or public sector, with customers becoming more and more demanding, your ability to deal with customers and adapt to changing requirements and tastes is a key determinant of success.

The NCFE Level 3 Certificate in Principles of Customer Service qualification focuses on the effective use of communication in relation to customer service. It also considers the underlying principles of business, complaint resolution customer retention and how to monitor the overall level of customer service provided. It also looks at how customer service can be delivered in different sectors as well as equality in the workplace and how to collaborate effectively with other departments. Finally, throughout the entire course the content focuses on what steps can be taken to improve customer service

The qualification consists of 7 units. You will work through 7 modules that include all the course material that you need for the 7 units. Once you have completed each module you will be required to complete unit assessments that ask you to provide evidence of your knowledge and understanding in the following areas:

1.  The customer service environment

2.  Principles of Business

3.  Resolving customers' problems and complaints

4. Understanding customers and customer retention

5. Understanding how to monitor customer service interactions and feedback

6. Understanding equality, diversity and inclusion in the workplace

7. Understanding how to manage incidents and collaborate with other departments in a contact centre

Our Customer Service course (601/7073/6) is a fully recognised qualification. It takes approximately 220 hours to complete and carries 21 credits - which can be transferred across to progress onto further study.

 

Opportunities for further education and training

After successfully completing this qualification, you may like to go on to further study in the same or a similar subject. This might include:

NCFE Level 3 NVQ Diploma in Customer Service
NCFE Level 4 NVQ Diploma in Customer Service

Qualification: NCFE Level 3 Certificate in Principles of Customer Service

On successful completion of this course you will be awarded with the NCFE Level 3 Certificate in Principles of Customer Service (RQF qualification code = 601/7073/6).

Requirements for Entry

There is no experience, previous qualifications required for enrolment on this course. It is available to all students, of all academic backgrounds. In addition there are no specific recommended prior learning requirements for this qualification

This qualification has been developed to enable learners to progress into employment in senior customer service roles or onto higher level studies.

Please note: You must be at least 16 years of age to join this course.

Professional Membership

On completion of this course you will be eligible to join the following Professional Associations(s):

Stonebridge is a NCFE CACHE registered Centre

NCFE CACHE is the UK's longest established awarding body, recognised as a highly professional and responsive organisation, committed to maintaining excellent customer service and a friendly approach.
 
NCFE CACHE is one of the UK’s fastest growing national awarding bodies, designing and awarding qualifications that are nationally recognised to meet the needs of learners and employers.

Accreditation by NCFE CACHE is a guarantee of quality. It means that the college has been inspected and approved by an independent and experienced education professional and is quality audited biannually by NCFE CACHE. The centre delivering the programmes has been licensed by NCFE CACHE on the basis of its own quality systems. At the end of an accredited course, successful learners will also receive an NCFE CACHE Award certificate of achievement.

NCFE CACHE provide a wide range of qualifications accredited by Ofqual at different levels and in a variety of subject areas. NCFE CACHE also offer NVQs, Key Skills, Basic Skills and Entry Level qualifications.
 
Accreditation by NCFE CACHE is a guarantee of quality. It means that the college has been inspected and approved by an independent and experienced education professional and is quality audited biannually by NCFE CACHE . The centre delivering the programmes has been licensed by NCFE CACHE on the basis of its own quality systems. At the end of an accredited course, successful learners will also receive an NCFE CACHE Award certificate of achievement.
 
Our NCFE CACHE accredited courses are accredited to various levels (from level 1 – level 5). These courses lead to a nationally recognised NCFE CACHE certificate for successful learners. That means that the course is independently accredited at a level of learning equivalent to that level on the National Qualifications Framework (NQF) for England, Wales and Northern Ireland.
 
Last year over a quarter of a million learners from almost 1000 training organisations chose NCFE CACHE as the awarding body to help them move their careers forward.

If you would like to visit NCFE CACHE ’s website, please click here.

Unit 1: Understand the customer service environment

On completion of this unit you will:

  • 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: Principles of business

On completion of this unit you will:

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

 

Unit 3: Understand how to resolve customers’ problems or complaints

On completion of this unit you will:

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

 

Unit 4: Understand customers and customer retention

On completion of this unit you will:

  • Understand Customer Relationship Management (CRM)
  • Understand customer retention

 

Unit 5: Understand how to monitor customer service interactions and feedback

On completion of this unit you will:

  • 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

On completion of this unit you will:

  • 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 incidents and collaborate with other departments in a contact centre

On completion of this unit you will:

  • Understand how to manage incidents reported to a contact centre
  • Understand how to collaborate with other departments

What's Included

  • All study materials
  • Study Guide
  • Full Tutor and Admin support
  • The course fee includes the awarding body registration and certification fee (valued at up to £96.00).
SALE Up to 25% OFF
Ends midnight Friday 29th March
SALE ends in:
Easy Payment plans
Just £19.99 deposit
Ends midnight Friday 29th March

Fees

Choose your method of payment for NCFE Level 3 Certificate in Principles of Customer Service

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£697.49 £697.49
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