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NCFE Level 3 Certificate in Principles of Customer Service

19+ Advanced Learner Loan
  • Limited number of 19+ loans available on this course.
  • Offer expires 31st October 2017
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LOANS Left available on this course

The NCFE Level 3 Certificate in Principles of Customer Service (RQF qualification code: 601/7073/6) is designed to provide you with the knowledge you need to enable you to work in a customer focused industry. Excellent customer service is critical to the ongoing success of any company and it is vital for all staff to have an excellent understanding of the principles of customer service.

Is this distance learning course right for me?

Customer Service skills are highly prized and sought after, just ask any consumer, manager or business owner. No matter whether you work in the private or public sector, with customers becoming more and more demanding, your ability to deal with customers and adapt to changing requirements and tastes is a key determinant of success.

The NCFE Level 3 Certificate in Principles of Customer Service qualification focuses on the effective use of communication in relation to customer service. It also considers the underlying principles of business, complaint resolution customer retention and how to monitor the overall level of customer service provided. It also looks at how customer service can be delivered in different sectors as well as equality in the workplace and how to collaborate effectively with other departments. Finally, throughout the entire course the content focuses on what steps can be taken to improve customer service

The qualification consists of 7 units. You will work through 7 modules that include all the course material that you need for the 7 units. Once you have completed each module you will be required to complete unit assessments that ask you to provide evidence of your knowledge and understanding in the following areas:

  1. The customer service environment
  2. Principles of Business
  3. Resolving customers' problems and complaints
  4. Understanding customers and customer retention
  5. Understanding how to monitor customer service interactions and feedback
  6. Understanding equality, diversity and inclusion in the workplace
  7. Understanding how to manage incidents and collaborate with other departments in a contact centre
  8. Our Customer Service course (601/7073/6) is a fully recognised qualification. It takes approximately 220 hours to complete and carries 21 credits - which can be transferred across to progress onto further study.

Opportunities for further education and training

After successfully completing this qualification, you may like to go on to further study in the same or a similar subject. This might include:

NCFE Level 3 NVQ Diploma in Customer Service
NCFE Level 4 NVQ Diploma in Customer Service

Unit 1: Understand the customer service environment

On completion of this unit you will:

  • 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: Principles of business

On completion of this unit you will:

  • Understand business markets
  • Understand business innovation and growth
  • Understand financial management
  • Understand business budgeting
  • Understand sales and marketing

Unit 3: Understand how to resolve customers’ problems or complaints

On completion of this unit you will:

  • Understand the monitoring and resolution of customers’ problems
  • Understand the monitoring and resolution of customers’ complaints

Unit 4: Understand customers and customer retention

On completion of this unit you will:

  • Understand Customer Relationship Management (CRM)
  • Understand customer retention

Unit 5: Understand how to monitor customer service interactions and feedback

On completion of this unit you will:

  • 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

On completion of this unit you will:

  • 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 incidents and collaborate with other departments in a contact centre

On completion of this unit you will:

  • Understand how to manage incidents reported to a contact centre
  • Understand how to collaborate with other departments

NCFE Level 3 Certificate in Principles of Customer Service

On successful completion of this course you will be awarded with the NCFE Level 3 Certificate in Principles of Customer Service (RQF qualification code = 601/7073/6).

There is no experience, previous qualifications required for enrolment on this course. It is available to all students, of all academic backgrounds. In addition there are no specific recommended prior learning requirements for this qualification

This qualification has been developed to enable learners to progress into employment in senior customer service roles or onto higher level studies.

Please note: You must be at least 16 years of age to join this course.

What's Included

  • All study materials
  • Study Guide
  • Full Tutor and Admin support
  • The course fee includes the awarding body registration and certification fee (valued at up to £96.00).

Is there government funding available for doing this course?

Yes, you can apply for an Advanced Learner Loan with this course. We are accountable to the Skills Funding Agency (SFA) and Ofsted, to provide this course with Government backed funding. You can access your Advanced Learner Loan if you meet the criteria. Two main conditions are:

  • You need to be aged 19 or over
  • You need to be a UK citizen.
19+

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Payment Method
With an Advanced Learner Loan
Registration Fee £37.25
Repayments: No Payments until salary reaches £21,000
Total Price: £1,265.00
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EU Social Fund
SFA England

Advanced Learner Loans are administered by Student Finance England (SFE)

Student Finance England is a Student Loans Company service, providing financial support to students on behalf of the UK Government.

You can enrol today and pay much, much later

You can access your course information straight away. You can then review them in your own time and complete the assignments which you are required to submit to your personal tutor for marking and feedback.

*Cashback will be paid to you once you have finished paying for your course in full. For more information, please see our cash back terms and conditions. The total amount payable over the term's period, is no more than the total cash price of the course. (APR = 0%). Written quotations are available on request.
19+

Yes, when you study using this kind of funding, Dimensions Training Solutions offers considerably more than the same one without the 19+ funding loan.

Enhanced course content

Six Employability and Independent Learning Skills (EILS) modules are embedded in the content of your course: Maths, English, Digital Life Skills, Confidence, Resilience and Meeting Deadlines.

You can choose to study a further four: Workplace Ready, Initiative, Teamwork and Problem Solving. These are all designed to boost your personal skill level and help your career progression.

Additional personal support

A Student Support Officer (SSO) will be assigned to you, so you have a single point of contact throughout your course to support you with any admin issues. Dimensions Training Solutions regularly update the SFA with details of study hours, and evidence of learning, in order to responsibly account for your course funding.

You will have an Individual Learning Plan with a set “finish date” and your SSO is there to encourage and help you stay on course. This is in addition to your Assessor, who assesses your work and provides personal constructive feedback.


The difference between courses funded by 19+ loan and privately funded courses

Features Course funded
by 19+ Advanced Learner Loans
Course funded privately
Personal Student Support Officer assigned to you
Personal Assessor Support assigned to you Automatic embedding of 6 key Employability and Independent Learning Skills (EILS) in course
10 EILS available
Individual Learning Plan with a set “finish date”
Flexible deadline to finish your course
Online study delivery
Postal study delivery
Payment in full or in instalments while you study
Eligibility requirement for loan
Nothing to pay until course is finished and you earn over £21,000 pa.
Are you eligible for a 19+
Advanced Learner Loan?
  • Aged over 19 and living in the UK?
  • 19+ loans are Government backed, so you only pay them back if you’re earning over £21,000 a year.