NCFE Level 3 Certificate in Principles of Customer Service
Overview
Looking to move into a senior customer service role or formalise your expertise at a professional level? This Level 3 Certificate gives you the in-depth knowledge to lead service delivery across any industry. You will cover customer retention, complaint resolution, business principles and high-level service quality management.
With UCAS points attached, it also opens the door to higher education. Suitable for experienced customer service professionals, team leaders and career-changers moving into service management roles.
Modules
• Understand the Customer Service Environment
• Principles of Business
• Understand How to Resolve Customer Problems or Complaints
• Understand Customers and Customer Retention
• Monitor Customer Service Interactions and Feedback
• Understand Sales Activities in a Contact Centre
• Understand Equality, Diversity and Inclusion
• Manage Performance and Conflict in the Workplace
On Course Enrolment
• Full online access to course materials
• Instant access after registration
• Flexible self-paced learning
• Assignment briefs with clear marking criteria
• Tutor feedback on submitted assignments
• NCFE CACHE-accredited certificate on successful completion
• UCAS points eligible
• Unit certificates available for partial completion
Entry Requirements
• Age 16 or over
• Level 2 Functional Skills in English and Maths
• International qualifications accepted
• Suitable for learners aged 19+ changing career
• A smart device (PC/Mac/Tablet) with an internet connection
Course Assessment
Internally assessed and externally moderated portfolio of evidence. No exams. Evidence includes written statements, professional discussions, assignments, projects, case studies and witness testimonies. A Pass is required across all learning outcomes. Unit certificates available for partial completion. Awarded by NCFE CACHE.
Course Duration
The course can be completed in 4-6 months. Learners set their own pace with no fixed schedule. Course registration remains valid for 18 months.
