NCFE
Level 3
QN: 601/7073/6
Curriculum Active
NCFE Level 3 Certificate in Principles of Customer Service (VRQ)
Official qualification regulated by Ofqual, awarded by NCFE. Classified as a Vocationally-Related Qualification. Total guided learning hours: 380 hours.
Qualification Level
Level 3
Awarding Body
NCFE
Syllabus Units
12 Units
Guided Hours
380 hrs
Instant access to interactive lessons, quizzes, and spaced revision.
Course Syllabus & Study Modules
Complete breakdown of verified curriculum topics and learning objectives.
1
Principles of business
Verified
Key Learning Objectives:
- Understand key principles, terminology and concepts of Principles of business
- Apply practical skills, procedures and techniques in Principles of business
- Evaluate performance, standards and best practices for Principles of business
2
Understand customers and customer retention
Verified
Key Learning Objectives:
- Understand key principles, terminology and concepts of Understand customers and customer retention
- Apply practical skills, procedures and techniques in Understand customers and customer retention
- Evaluate performance, standards and best practices for Understand customers and customer retention
3
Understand equality, diversity and inclusion in the workplace
Verified
Key Learning Objectives:
- Understand key principles, terminology and concepts of Understand equality, diversity and inclusion in the workplace
- Apply practical skills, procedures and techniques in Understand equality, diversity and inclusion in the workplace
- Evaluate performance, standards and best practices for Understand equality, diversity and inclusion in the workplace
4
Understand how knowledge resources and service partnerships support customer service delivery
Verified
Key Learning Objectives:
- Understand key principles, terminology and concepts of Understand how knowledge resources and service partnerships support customer service delivery
- Apply practical skills, procedures and techniques in Understand how knowledge resources and service partnerships support customer service delivery
- Evaluate performance, standards and best practices for Understand how knowledge resources and service partnerships support customer service delivery
5
Understand how to manage incidents and collaborate with other departments in a contact centre
Verified
Key Learning Objectives:
- Understand key principles, terminology and concepts of Understand how to manage incidents and collaborate with other departments in a contact centre
- Apply practical skills, procedures and techniques in Understand how to manage incidents and collaborate with other departments in a contact centre
- Evaluate performance, standards and best practices for Understand how to manage incidents and collaborate with other departments in a contact centre
6
Understand how to manage performance and conflict in the workplace
Verified
Key Learning Objectives:
- Understand key principles, terminology and concepts of Understand how to manage performance and conflict in the workplace
- Apply practical skills, procedures and techniques in Understand how to manage performance and conflict in the workplace
- Evaluate performance, standards and best practices for Understand how to manage performance and conflict in the workplace
7
Understand how to monitor customer service interactions and feedback
Verified
Key Learning Objectives:
- Understand key principles, terminology and concepts of Understand how to monitor customer service interactions and feedback
- Apply practical skills, procedures and techniques in Understand how to monitor customer service interactions and feedback
- Evaluate performance, standards and best practices for Understand how to monitor customer service interactions and feedback
8
Understand how to obtain and analyse sales-related information
Verified
Key Learning Objectives:
- Understand key principles, terminology and concepts of Understand how to obtain and analyse sales-related information
- Apply practical skills, procedures and techniques in Understand how to obtain and analyse sales-related information
- Evaluate performance, standards and best practices for Understand how to obtain and analyse sales-related information
9
Understand how to resolve customers’ problems and complaints
Verified
Key Learning Objectives:
- Understand key principles, terminology and concepts of Understand how to resolve customers’ problems and complaints
- Apply practical skills, procedures and techniques in Understand how to resolve customers’ problems and complaints
- Evaluate performance, standards and best practices for Understand how to resolve customers’ problems and complaints
10
Understand how to use social media tools and channels
Verified
Key Learning Objectives:
- Understand key principles, terminology and concepts of Understand how to use social media tools and channels
- Apply practical skills, procedures and techniques in Understand how to use social media tools and channels
- Evaluate performance, standards and best practices for Understand how to use social media tools and channels
11
Understand sales activities in a contact centre and how to close a sale
Verified
Key Learning Objectives:
- Understand key principles, terminology and concepts of Understand sales activities in a contact centre and how to close a sale
- Apply practical skills, procedures and techniques in Understand sales activities in a contact centre and how to close a sale
- Evaluate performance, standards and best practices for Understand sales activities in a contact centre and how to close a sale
12
Understand the customer service environment
Verified
Key Learning Objectives:
- Understand key principles, terminology and concepts of Understand the customer service environment
- Apply practical skills, procedures and techniques in Understand the customer service environment
- Evaluate performance, standards and best practices for Understand the customer service environment
Regulatory & Verification Details
- Qualification Number (QN)
- 601/7073/6
- Regulated Status
- Available to learners
- Awarding Body
- NCFE
- Qualification Type
- Vocationally-Related Qualification
- Operational Start
- Nov 2015