NCFE Level 3 Certificate in Principles of Customer Service Course

£499.00

NCFE Course
Enrol on this course
ncfe level 3 customer service course

Awarding body:

NCFE

Qualification code:

601/7073/6

Study time:

12 months

Study method:

Online

£499.00

Providing quality customer service is critical for all companies and this course provides students with a comprehensive look into this role and certifies you to work in a customer service based job. Customers are much more likely to work with and purchase products from a business with quality service standards and customer service skills are even more valuable in modern business environments to stay ahead of competitors. This Level 3 Customer Service course is the perfect qualification for anyone working in a customer service role.

Course specification download

NCFE

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!

NCFE Certificate

Frequently Asked Questions

Learn more about this course and others that we offer. If you still have any questions, simply contact our course advisors on 0800 772 0887 or email [email protected].

What is included in this NCFE Level 3 Certificate in Principles of Customer Service Course course?

All of our courses come with everything you need. Your lessons, tuition and certification costs with NCFE are included in the cost of this qualification. There is nothing else that you need to buy or pay for in order to finish the course and get accredited.

Is this course regulated?

Yes this NCFE Level 3 Certificate in Principles of Customer Service Course course is fully regulated through Ofqual which means it is recognised by all employers and linked to national standards. You can find the qualification number for the course under the Description section and this can be checked with both the awarding body (NCFE) and Ofqual to check it's legitimacy.

NCFE are one of the largest awarding bodies in the UK and their business courses are highly coveted with all being fully recognised. This qualification is also nested in a larger suite meaning that you can move on to further study by transferring the units achieved on this qualification for further study.

Do I have to sit an exam?

No, there are no exams for this NCFE Level 3 Certificate in Principles of Customer Service Course course. Everything is assessed through coursework and assignments which you can submit at anytime within the enrolment term.

Am I assigned a tutor for this NCFE Level 3 Certificate in Principles of Customer Service Course course?

You are! Once you have enrolled then you will have an assigned tutor, this person is the one who will be marking your work, providing feedback, and passing your work. If you need to speak to your tutor at any time throughout your enrollment then you can message them via the campus and they will reply within 24 hours of out working hours.

Can I speak to someone before I enrol?

Of course! We have course advisors and a customer service team in the office Monday to Friday 9am until 5pm who will be happy to help and answer any questions that you may have. You can call us on 0800 772 0887, email us at [email protected] or we even have a live chat facility.

How long do I have to study?

The enrolment term is 12 months, however, as long as you complete all of the written assignments and practical tasks (if applicable) then you can complete the course sooner if you wish. If you need any additional time after the 12 months then you can also extend which costs £60 per month and you can do this as many times as needed.

What are the payment options?

There are various payment options for this NCFE Level 3 Certificate in Principles of Customer Service Course course. The first option will be for you to purchase the course and pay in full upon enrolment. The second option is the pay monthly option, this is completely interest free and splits the cost into 12 monthly payments. Finally, we can send an invoice with 30 days payment terms if your employer will be funding the cost of the course – if you would like this option, then please ask your employer to get in contact with us so we can provide them with the details we will need.

Do you offer any funding for the course?

Unfortunately we don’t offer any free or funded courses but you can split the cost into 12 monthly payments which is completely interest free.

Do I need to buy anything else for this NCFE Level 3 Certificate in Principles of Customer Service Course course?

Everything that you will need will be provided to you when you enrol, you will also need to complete some of your own research too. Buying text books and other resources can become costly so we don’t ask you to or recommend buying anything, there is lots of free and very useful information online!

How do I see my course material/resources?

Everything that you will need for your course will be accessible on our online campus. You can select the online and paper versions of most of our courses too, if you select this option then there will be an additional £35 cost, this covers the cost of us printing out a full course pack in a ring binder folder and sending out via Royal Mail 1st Class, Tracked & Signed delivery.

How do I log in and access my course?

Once you have enrolled then you have access to the campus right away to get started on your course. You can log in by going to our website and clicking ‘Log in’ at the top right hand side of the page. Your username is the email address that you used to enrol and your password is the one you created at the checkout when enrolling.

When will I receive my certificate?

Once you have completed and passed all units and your course is paid in full (either paid in full upon enrolment or if paying monthly then the remaining balance paid or monthly payments complete), then we can request your certificate from the Awarding Body. Certificate’s take 6-12 weeks to arrive with us and once we receive it we will then contact you to confirm the address to post it to. Certificate’s are sent via Royal Mail 1st Class, Tracked & Signed delivery.

What happens if I fail an assignment?

If you fail an assignment, then please do not worry! You can resubmit your assignment as many times as needed until you pass. Each time you submit an assignment then your tutor will mark it and provide feedback, you can then make the amendments and resubmit and have the new version marked again.

How long does it take to mark my work?

We have a marking timescale of 5 working days from the submission, your tutor will mark your work and provide feedback with if you need to make any amendments to enable you to pass. Please note, we do ask that learners don’t upload more than one submission at a time as this will delay the marking not just for yourself but for other learners too.

Do I have to attend or view any live/virtual lessons?

You don’t, everything is in written, text, image and diagram format. You will have access to the campus 24/7 to be able to log in and complete your work. You won’t need to view any videos or audio lessons.

What device can I/shall I use?

As you will have assignments to write and type up for submission then we would recommend using a computer or laptop for this as you will need to use a software such as Microsoft Word or Google Docs to type these. You may also be able to use an iPad/tablet for this. You can use a smartphone if you wish but you may find it difficult and it would probably be easier on a larger screen/device.

How do I complete my assignments?

Once you have enrolled and accessed the campus you will see your assignment tasks and criteria of what needs to be covered in each assignment.

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