NCFE Level 3 Certificate in Principles of Customer Service Course

About this Course

Completing this NCFE Level 3 Certificate in Principles of Customer Service course with us will show that you have a high standard of knowledge and skills to be employed in the customer service sector and understand the need for quality, customer-centred approaches in all sectors. The qualification covers the main areas needed to work closely with clients of all ages and backgrounds to deliver a great experience which boosts the profitability of any company.

Study Time:	240 hours
Enrolment length:	12 months
Course Format:	Online
Entry Requirements:	None Specific

Upon completion of this qualification students are awarded an NCFE Level 3 certificate and an OLC Certificate. All certification fees are included in your course fees. Qualification Code 601/7073/6

See the NCFE qualification summary for this course

See the NCFE qualification specification for this course

Qualification

To gain this NCFE Level 3 Certificate in Principles of Customer Service qualification you will need to submit, and pass, all of the tutor marked assignments. There are 8 assignments in the course and no need to purchase any textbooks as we provide all of the lessons and materials required to learn the syllabus. All assignments are coursework based and are in an essay/question and answer style to test your knowledge of the topics covered in each of the course sections.

Course Content

This course assesses the following units:

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

In this unit you will cover the ideas and practices that hold together the principles of customer service. Customer service can influence how a brand is seen and viewed and there are many other ways that customer service can influence business. The structure of customer service can vary from business to business but the principles are the same, and in this unit you will learn this basic structure.

This unit will teach you to:

• 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)

In this unit we will look at business innovation and growth, budgeting and financials as well as sales and marketing. This will give you a great insight into all the different aspects of a business that come together to make a company profitable.

This unit will teach you to:

• 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)

Any business with a customer base will encounter complaints and problems. To avoid serious issues, businesses must be able to monitor and resolve issues as and when they arise. There are various techniques and methods to monitor issues and whether they are recurring. If a problem and/or complaint seems to reoccur often, procedures must be put in place to resolve them – something which we will cover in this unit of the course.

This unit will teach you to:

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

Unit 4: Principles of business (50 hours)

While it is tricky, customer satisfaction can be measured, and in this unit you will cover how and why it is monitored.

This unit will teach you to:

• 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)

Customer feedback is very important and it is crucial that we collect customers’ opinions and reactions. When customer feedback is gathered we can analyse and scrutinise the information to work out any problem areas. Most customer feedback is based on their interactions with staff, therefore it is vital that we monitor customer service interactions. This could be anything from over the phone sales to policies and procedures that are in place.

This unit will teach you to:

• 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)

In this unit we will look at equality, diversity and inclusion in depth and discuss the benefits of having a diversified workforce.

This unit will teach you to:

• 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)

In this unit you will learn how to manage performance and conflict in the workplace. To manage performance and make sure it is as high as possible, you need to understand how to manage people and how they work. This can be individual or team performance, and managing a team effectively is not easy as managing performance within business is not always positive. You may have to deal with teams or individuals who are underperforming. A good manager has to know how to deal with both positive and negative performance reviews and how to combat any issues. Within teams, not everyone will get along and it is the job of the manager to deal with any conflict within the team, which must be done sensitively and without judgement.

This unit will teach you to:

• 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.

Online study and instant enrolment

All of our students are given access to our Online Campus through their own personal login and password. As soon as you complete your enrolment, you would have immediate access to your account which allows you to make a start working through the lessons. Tackle your assignments as your own pace and contact your tutor to access any help and support you need. The course itself is set out in a very simple layout, making it easy to work through the topics and complete your assessments.

Our Online Campus includes:

• Instant enrolment – access everything on your course from the moment you enrol.
• Personal account logins – login any time, 24/7.
• Full support throughout – message your tutor, use our online chat or give us a call.
• Online assignment submissions – upload work online from the comfort of home.
• Self-led learning – study at your own pace so you can pass much faster.
• Safe e-portfolio system – store all of your work in your account.
• Progression tracking – easily see what assignments you have left to complete.
• Details help centre – get instructions and guidance every step of the way.
• Unlimited attempts – submit as many attempts at your assignments as you need.

Unlimited assessment submissions

All of the assessments for this course are completed through our Online Campus. You can attempt each one as many times as needed to ensure you pass. After every attempt, your tutor will provide detailed feedback and tips on how you can improve going forward. Quickly see your progress during your studies by checking your progress bar and seeing the remaining assessments you need to complete.

Get full tutor support

Throughout your enrolment with the Online Learning College, you can access support at any time you need. All students are assigned a personal tutor who will mark all of your work and provide detailed feedback after every submission. Your tutor will be an industry expert with a full knowledge of the course content and will be able to help you at any point along your learning journey. One of the best tools at your disposal is your tutor – you can ask as many questions of them as you wish to and they will be happy to help at any time.

We also have a brilliant support team on hand and available through email, online chat and over the phone. This team is there to help with any questions which are more generic, such as providing support in submitting work through your account or getting your certificate when you have completed your course. We pride ourselves on ensuring the support you receive is the best in the business – help and guidance is fast and detailed every time you contact a member of the team.

Assessments

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.

Enrolment Length

All of our courses are allocated plenty of time for students to complete their studies and all materials are self-led so that you can complete the course at your own pace, but you have access to the course on the Campus for 12 months from your enrollment date. Should you require additional time on one of our courses you can extend your enrolment by 30 days for an additional fee of £60. As well as this we operate a 14 day money back guarantee on every one of our qualifications- that’s how confident we are of how you will love studying with us!