NOCN
Level 1
QN: 601/4417/8
Curriculum Active
NOCN Level 1 Certificate in Customer Service
Official qualification regulated by Ofqual, awarded by NOCN. Classified as a Vocationally-Related Qualification. Total guided learning hours: 285 hours.
Qualification Level
Level 1
Awarding Body
NOCN
Syllabus Units
16 Units
Guided Hours
285 hrs
Instant access to interactive lessons, quizzes, and spaced revision.
Course Syllabus & Study Modules
Complete breakdown of verified curriculum topics and learning objectives.
1
Contribute to Sales Activities in a Contact Centre
Verified
Key Learning Objectives:
- Understand how to gather and use specified sales information in a contact centre.
- Understand how to make direct sales to customers through a contact centre.
- Understand sales activities in a contact centre.
2
Health and Safety Procedures in the Workplace
Verified
Key Learning Objectives:
- Understand the health and safety procedures in the workplace.
- Understand how to carry out tasks with regard to health and safety in the workplace.
- Understand health and safety laws and organisational procedures relating to health and safety.
3
Making Outgoing Telephone Calls to Customers
Verified
Key Learning Objectives:
- Understand how to make outgoing telephone calls to customers and the guidelines and procedures involved.
- Be able to plan outgoing telephone calls to customers.
- Be able to make outgoing telephone calls to customers.
4
Managing Time and Workload
Verified
Key Learning Objectives:
- Understand the importance of being able to manage own time and workload.
- Understand how to manage their own time and workload.
- Be able to manage time and workload in a team.
5
Meeting and Greeting Visitors into a Business Environment
Verified
Key Learning Objectives:
- Understand how to meet and welcome visitors to a business environment.
- Understand organisational policy and procedures when welcoming visitors to a business environment.
- Understand how to safely meet visitors in a business environment.
6
NOCN Level 1 Certificate in Customer Service
Contribute to Sales Activities in a Contact Centre
Verified
Key Learning Objectives:
- Understand how to gather and use specified sales information in a contact centre.Understand how to make direct sales to customers through a contact centre.Understand sales activities in a contact centre.
7
NOCN Level 1 Certificate in Customer Service
Health and Safety Procedures in the Workplace
Verified
Key Learning Objectives:
- Understand the health and safety procedures in the workplace.Understand how to carry out tasks with regard to health and safety in the workplace.Understand health and safety laws and organisational procedures relating to health and safety.
8
NOCN Level 1 Certificate in Customer Service
Making Outgoing Telephone Calls to Customers
Verified
Key Learning Objectives:
- Understand how to make outgoing telephone calls to customers and the guidelines and procedures involved.Be able to plan outgoing telephone calls to customers.Be able to make outgoing telephone calls to customers.
9
NOCN Level 1 Certificate in Customer Service
Managing Time and Workload
Verified
Key Learning Objectives:
- Explain the importance of managing own time and workload in a customer service role.
- Identify techniques for prioritising tasks and managing workload effectively.
- Apply time management techniques to plan and organise own workload.
- Work with team members to manage shared workloads and meet deadlines.
10
NOCN Level 1 Certificate in Customer Service
Meeting and Greeting Visitors into a Business Environment
Verified
Key Learning Objectives:
- Understand how to meet and welcome visitors to a business environment.Understand organisational policy and procedures when welcoming visitors to a business environment.Understand how to safely meet visitors in a business environment.
11
NOCN Level 1 Certificate in Customer Service
Personal Performance and Development
Verified
Key Learning Objectives:
- Understand employees’ rights and employers’ expectations in a customer service role.Be able to know how to manage their own workload in a customer service environment.Understand ways of managing and improving personal performance and development.
12
NOCN Level 1 Certificate in Customer Service
Processing and Storage of Customer Information
Verified
Key Learning Objectives:
- Understand how to process customer information correctly.Understand the guidelines and policies around customer confidentiality.Understand how to process customer information correctly.
13
NOCN Level 1 Certificate in Customer Service
Processing Sales Orders
Verified
Key Learning Objectives:
- Understand how to process and follow up sales orders.Understand how to process sales orders.Understand how to follow up sales order processing.
14
NOCN Level 1 Certificate in Customer Service
Receiving Incoming Customer Telephone Calls
Verified
Key Learning Objectives:
- Explain the importance of professional call handling in customer service.
- Demonstrate how to establish the purpose of an incoming customer call.
- Apply effective questioning and listening techniques to identify customer needs.
- Respond appropriately to customer questions and requests.
- Use clear and polite language when communicating with customers on the telephone.
- Follow organisational procedures for handling incoming calls.
15
NOCN Level 1 Certificate in Customer Service
Recording and Logging of Customer Service Problems and Complaints
Verified
Key Learning Objectives:
- Explain the importance of gathering accurate and complete details when recording customer problems and complaints.
- Apply appropriate questioning techniques to elicit clear information from customers.
- Record customer problem and complaint details accurately using organisational systems.
- Identify when and how to refer customer problems to colleagues or managers.
- Demonstrate effective communication when interacting with customers raising problems or complaints.
- Follow organisational procedures for logging and processing customer complaints.
- Maintain confidentiality and data protection when handling customer information.
16
NOCN Level 1 Certificate in Customer Service
Understanding Communication in a Customer Service Setting
Verified
Key Learning Objectives:
- Understand how to communicate in a customer service role.Be able to understand the importance of effective communication with customers.Be able to understand the importance of knowing different communication needs of customers.
17
NOCN Level 1 Certificate in Customer Service
Understanding Customer’s After Sales Needs
Verified
Key Learning Objectives:
- Identify common methods used to assess customer satisfaction after a sale.
- Describe the key stages of a typical after sales process.
- Explain why reviewing the after sales process is important for business improvement.
- Outline how customer feedback can be used to enhance after sales support.
- State the benefits of providing effective after sales care for customer retention.
18
NOCN Level 1 Certificate in Customer Service
Understanding Working in a Customer Service Setting
Verified
Key Learning Objectives:
- Understand the importance of customer service.Understand the factors that affect customer service.Know how to work in a customer service role.Understand the process for referring customer queries, complaints, and problems.
19
NOCN Level 1 Certificate in Customer Service
Working in a Business Environment
Verified
Key Learning Objectives:
- Describe the main types of business organisations and their purposes.
- Explain the typical structure of a business organisation and the roles within it.
- Identify ways to contribute to environmental sustainability in the workplace.
- Explain how to support equality and diversity in an organisation.
- Describe the requirements for confidentiality and security in an organisation.
20
NOCN Level 1 Certificate in Customer Service
Working With Others in a Business Environment
Verified
Key Learning Objectives:
- Explain the benefits of effective teamwork in a business environment.
- Identify potential causes of conflict within an organisation.
- Describe strategies to prevent conflict in the workplace.
- Demonstrate effective communication techniques when working with others.
- Work cooperatively with colleagues to achieve shared objectives.
- Evaluate the impact of poor teamwork on customer service delivery.
21
NOCN Level 1 Certificate in Customer Service
Written Communication to Customers
Verified
Key Learning Objectives:
- Explain the importance of clear and accurate written communication in customer service.
- Identify the key features of effective written communication, including tone, clarity, and structure.
- Plan written communications to customers, taking into account the purpose, audience, and desired outcome.
- Apply appropriate formats and templates for different types of written customer communication.
- Draft written communications that are professional, courteous, and tailored to the customer's needs.
- Proofread and edit written communications to ensure accuracy and professionalism.
- Evaluate the effectiveness of written communications in meeting customer needs and organisational objectives.
22
Personal Performance and Development
Verified
Key Learning Objectives:
- Understand employees’ rights and employers’ expectations in a customer service role.
- Be able to know how to manage their own workload in a customer service environment.
- Understand ways of managing and improving personal performance and development.
23
Processing and Storage of Customer Information
Verified
Key Learning Objectives:
- Understand how to process customer information correctly.
- Understand the guidelines and policies around customer confidentiality.
24
Processing Sales Orders
Verified
Key Learning Objectives:
- Understand how to process and follow up sales orders.
- Understand how to process sales orders.
- Understand how to follow up sales order processing.
25
Receiving Incoming Customer Telephone Calls
Verified
Key Learning Objectives:
- Understand how to deal with incoming customer calls.
- Be able to establish the purpose of incoming customer calls.
- Understand how to effectively deal with customer questions and requests.
26
Recording and Logging of Customer Service Problems and Complaints
Verified
Key Learning Objectives:
- Understand how to process details of customers’ problems and complaints.
- Understand how effectively to gather and record details from customers who raise problems and complaints.
- Understand how to refer details of customers’ problems to colleagues and managers.
27
Understanding Communication in a Customer Service Setting
Verified
Key Learning Objectives:
- Understand how to communicate in a customer service role.
- Be able to understand the importance of effective communication with customers.
- Be able to understand the importance of knowing different communication needs of customers.
28
Understanding Customer’s After Sales Needs
Verified
Key Learning Objectives:
- Understand how to assess customers’ after sales needs.
- Understand after sales processes.
- Understand how to review the after sales process.
29
Understanding Working in a Customer Service Setting
Verified
Key Learning Objectives:
- Understand the importance of customer service.
- Understand the factors that affect customer service.
- Know how to work in a customer service role.
- Understand the process for referring customer queries, complaints, and problems.
30
Working in a Business Environment
Verified
Key Learning Objectives:
- Understand the structure and purpose of business organisations.
- Understand how to contribute to environmental sustainability within an organisation.
- Know how to support equality and diversity within an organisation.
- Know the requirements of confidentiality and security in an organisation.
31
Working With Others in a Business Environment
Verified
Key Learning Objectives:
- Understand the importance of team
- work in a business environment.
- Understand potential conflict within an organisation and how to prevent conflict from occurring.
- Know how to work effectively with others in a customer service business environment.
32
Written Communication to Customers
Verified
Key Learning Objectives:
- Understand how to communicate with customers in writing.
- Understand how to plan written communications to customers.
- Be able to effectively and professionally communicate with customers in writing.
Regulatory & Verification Details
- Qualification Number (QN)
- 601/4417/8
- Regulated Status
- Available to learners
- Awarding Body
- NOCN
- Qualification Type
- Vocationally-Related Qualification
- Operational Start
- Sept 2014