Level 3 Certificate in Principles of Customer Service
Business Administration and Management
Level 3 Certificate in Principles of Customer Service
Price £840
This is a regulated qualification. The regulated number for this qualification is 601/7073/6.
Level 3 Certificate in Principles of Customer Service is part of a suite of knowledge-based qualifications and has been developed to enable learners to progress into employment in senior customer service roles or onto higher level studies.
This qualification may be eligible for funding.
Aims and objectives of this qualification
Level 3 Certificate in Principles of Customer Service aims to:
provide learners with the underpinning knowledge that is required by employers to work in a range of different environments within a customer service role.
The objectives of the Level 3 Certificate in Principles of Customer Service are to help learners to:
develop essential knowledge of the principles and practices of providing effective customer service, including customer retention, resolving customer complaints and problems
understand how customer service delivery affects customer expectations.
Essential skills
While completing this qualification, learners may develop the knowledge, understanding and essential skills employers look for in employees. These range from familiar ‘key skills’ such as team working, independent learning and problem solving, to more tricky-to-measure skills such as:
an appreciation for appropriate behaviour and dress
appropriate interpersonal skills
communicating with professional colleagues/peers and/or hierarchical seniors
supporting other aspiring employees
personal manners and deportment
understanding work practices and how different roles and departments function within an organisation.
Progression opportunities
Learners who achieve this qualification could progress to:
NCFE Level 3 Diploma in Customer Service
NCFE Level 4 NVQ Diploma in Customer Service
It may also be useful to learners studying qualifications in the following sector areas:
Travel and Tourism
Sport, Leisure and Recreation
Retail
Health Public Service and Care
Engineering and Manufacturing technologies
Arts, Media and Publishing.
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.
This qualification consists of 4 mandatory units:
Unit 01 Understand the customer service environment
Unit 02 Principles of business
Unit 03 Understand how to resolve customers’ problems and complaints
Unit 04 Understand customers and customer retention
and 8 optional units:
Unit 05 Understand how to monitor customer service interactions and feedback
Unit 06 Understand how knowledge resources and service partnerships are used to support customer service delivery
Unit 07 Understand sales activities in a contact centre and how to close a sale
Unit 08 Understand how to obtain and analyse sales-related information
Unit 09 Understand equality, diversity and inclusion in the workplace
Unit 10 Understand how to manage performance and conflict in the workplace
Unit 11 Understand how to manage incidents and collaborate with other departments in a contact centre
Unit 12 Understand how to use social media tools and channels
To achieve the NCFE Level 3 Certificate in Principles of Customer Service, learners must successfully demonstrate their achievement of all learning outcomes and assessment criteria of the units as detailed in this qualification specification.
This qualification is designed for adult learners19+ 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.
There are no specific recommended prior learning requirements for this qualification. However, learners may find it helpful if they’ve already achieved a Level 2qualification.
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Difficulty : Level 3 |