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in Principles of Customer Service
in Principles of Customer Service
in Principles of Customer Service

NCFE level 3

in Principles of Customer Service

Do you work in a customer service role? Do you want to progress within your role or find employment in a role which requires customer service skills? If so, this course is the perfect fit for you! This qualification is relevant to all business sectors where customer-facing roles exist, and gives you a foundation of knowledge which you can build on in your future career.

This course will develop and sharpen your practical skills, enabling you to deliver effective, high quality customer service within a range of environments. You will be introduced to the key concepts and practices underpinning customer service delivery, from conflict resolution techniques to how customer service impacts upon an organisation. You will also gain an understanding of business markets, financial management, marketing and the legal requirements of businesses.

Completing this course will lead you to a position of receiving recognition within the workplace and will put you in line for professional development. This course will be a fantastic addition to your CV when applying for new jobs and catch the eye of potential employers!

  • Qualification gained: NCFE Level 3 Certificate
  • Place of study: Learn from home
  • Type of course: Distance learning course with no exams
  • Course duration: 12 – 14 weeks.

Full tutor and customer service support will be provided throughout the course.

*If you order a course as a paper-based method and live outside of the UK then there will be an additional charge for postage. Click here for more information on postage outside of the UK.

in Principles of Customer Service in Principles of Customer Service

This course is split into seven manageable units. These are:

Unit 1: Understand the customer service environment

This unit provides learners with a fundamental understanding of the concepts and practices that underpin good customer service delivery. Learners will develop an understanding of how customer service is used as a competitive tool, the importance of branding and customer perception and the potential impact of good and bad customer service.

Unit 2: Principles of business

This unit will develop learners’ knowledge of business markets, innovation and growth, financial management and the principles of marketing. Learners will discover and understand the legal obligations of businesses, key financial terminology and the relationship between sales and marketing.

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

Within this unit, learners’ will increase knowledge of different techniques and organisational procedures for dealing with customer problems and complaints. Learners will develop their understanding of negotiating techniques, enabling them to successfully resolve issues, and discover how these impact upon customer loyalty and enhance business performance.

Unit 4: Understand customers and customer retention

This unit will establish learners’ understanding of the concept of the ‘customer experience’. Learners will explore the benefits of customer retention and customer loyalty, as well as developing knowledge of how to measure and analyse performance data relating to sales performance.

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

This unit will provide learners with the techniques needed to monitor the quality of customer interactions. The ability to use and identify techniques in order to gather required information and provide feedback on performance to colleagues is explored in this section. Learners will also develop an understanding of how to gather and analyse customer feedback in order to recommend improvements to customer service.

Unit 6: Understand how knowledge resources and service partnerships are used to support customer service delivery

Throughout this unit, learners will gain a comprehensive understanding of a customer service knowledge base, enabling them to identify the content requirements of resource materials. Learners will also understand how to work effectively in a service chain by building positive relationships with customer service partnerships.

Unit 7: Understand equality, diversity and inclusion in the workplace

This unit will increase learners’ understanding of equality, diversity and inclusion in both personal and organisational situations including updating their knowledge of current legislation. Learners will discover how to portray positive behaviour which supports equality, diversity and inclusion in the workplace.

in Principles of Customer Service

Do I have to meet with my tutor or support advisor?

No. The communication you have with your tutor will be either via email, telephone or skype. Any communication you have with our support team will also be via email, telephone or skype.

Does the qualification expire?

No. Once you complete a course you will gain a nationally recognised qualification which lasts forever and will be beneficial to you throughout your entire working career.

Is there a time limit or any deadlines?

There will be deadlines for you to meet within your course, depending on your fee status. We will suggest targets for you to aim towards to encourage you with your study. You will be reminded of this throughout your course via email and should try to meet these targets when submitting your assessments. Your tutor will provide guidance and support throughout your course through email and telephone communication.

Do I need any computer skills?

You only need very basic skills to complete a course. If you do any shopping online or use any social media websites then you will find our online learning platform, EQUAL, very easy to use. Even if you do not regularly use a computer, as long as you know how to turn it on and access the internet, then the helpful guides and videos on EQUAL will provide you with all the help you need to get started online.

Do I need a computer to take the course?

Yes. You will need a computer to access your emails and use the internet when carrying out research. Even if you choose to complete a paper-based course, you will need to access your emails throughout your study and use the internet when completing further research tasks.

Do I need to buy anything else to go with the course?

No. As long as you have a working computer, a pen and some paper, you will have no problems completing a course with us. If you complete an online course, all of the resources you need will be accessible online, and if you complete a paper-based course or paper-based course with online assessments, we will send you everything you need in the post and via email.

What is in the course content?

Each course covers a particular area of study through a detailed exploration of the subject matter. This includes subject specific case studies, thought provoking activities, further research tasks, key facts, summary pages and ‘Stop and Think’ sections where you are encouraged to consider how the learning content may apply to your own situation. If you decide to study a course that is fully online, a wide range of exciting games and interesting videos will also be included in the course content. Throughout the courses, you will be prompted to carry out some of your own research, which will help you to fully answer the assessment questions.

Is the course paper-based or online?

Both! The majority of our courses are available in a paper-based format, as well as paper-based with online assessments. This means you will use the paper-based learning materials to complete the course, but will complete and submit your assessment questions online via our interactive online learning platform, EQUAL. This allows you to work closely with a tutor who will mark your work and send you feedback which you can view online. Some of our courses are available entirely online, so you can use EQUAL to complete your course and answer the assessment questions as you go along. Whichever way you choose to learn, you can study when you like, where you like! When you are browsing through our courses, look out for the icons which tell you which formats each course is available in.

What level is the course at and what does this mean?

This is a level 3 course, which is equivalent to the learning level of an A-Level qualification. Successfully completing your course, will enable you to progress on to the next level of study in your chosen subject area if you wish. Certificates are nationally recognised and will be issued to learners from NCFE by The Skills Network once you have successfully completed your course.

How much is the course and when do I pay?

The course costs £1265, which includes all of the learning resources and materials you will need to complete it. You can either pay for the course in full in a single payment, which is required before you begin your study, or start a course for just £320 as part of our four instalment plan. This means you pay £320 to begin your course, and then pay a second instalment of £320 when you are a quarter of the way through your course. Your third payment is due £320 half way through your courses and a final instalment is required when you submit your last piece of work.

This course is also eligible for 24+ Advanced Learning Loan funding, meaning you do not have to pay upfront for this course, you only start to repay the loan once you earn over £21,000. Speak to one of our team to find out more by calling us on 01757 210 022.

How am I assessed?

You will be assessed throughout your study by a series of short answer assessment questions which are built into the course. Your answers are automatically saved and are available for you to revise and edit at any point before submission.

How do I submit my assessments?

Depending on your choice of learning method, you can submit your assessments for your tutor to mark either online via our learning platform, EQUAL, or by post, fax or email. Each course is broken down into manageable units and sections, and assessment questions are strategically placed at the end of each section to test you on the content while it is fresh in your mind. Your tutor will assess the standard and style of your work for each section and provide feedback. Once you have obtained your feedback, you will either move on to the next unit, if you passed, or review the previous unit you have submitted until you pass.

How long will it take me to complete a course?

Everyone is different and all learners will progress at different speeds. There are no strict deadlines for you to meet when you are studying with us, although we will suggest targets for you to try and meet to keep you on track with your learning. On average, a learner completes a course with us in around 10 to 16 weeks. We will provide flexible guidelines to encourage you to progress with your learning at a steady pace, but if these are unsuitable for you, you can learn in your own time when you are ready.

What will I gain from completing a course?

After completing a course with us, you will gain a nationally recognised qualification. This not only increases your general knowledge, but also increases your chance of securing a job in customer service, allowing you to develop your career and improve your chance of progressing in the workplace to reach your goals. Alongside this, the course materials will help you to develop the necessary knowledge and confidence surrounding your chosen subject area. The activities and assessments are also designed to help you develop relevant research and academic writing skills.

What happens if I fail an assessment?

You can try again! You will receive an email from us when your feedback is available online so that you can take a look and find out whether you have passed or not. There is no such thing as failing an assessment because your work is not graded; assessments are simply identified as ‘pass’ or ‘referred’. If your answers are referred, your tutor will simply point out the answers which need a little more attention in order for you to rework your answer, resubmit and pass! When you pass a unit you move onto the next one, and when you pass your final unit you simply wait for your certificate to arrive!

Where do I complete the course and do I have to go to a local college?

You do not have to attend a local college at any point and you can complete the course anywhere you like! Learners can complete our home-based distance learning courses either fully online, paper-based or paper-based with online assessments. Our learning resources are designed to allow you to study where you like, when you like. If you choose to complete a paper-based course, you can study where you like once you have received your booklets from us. Similarly, by studying through our online learning system, EQUAL, you can choose where and when you do your work as long as you have access to the internet.

How long will my certificate take to arrive?

Your certificate will take between six and eight weeks to arrive. Once you have completed the course and submitted your final piece of work, your assessments will be marked and your work will go through an external moderation process. Once this process is complete, we send your certificate to you as soon as possible.

Will the course help me get a job?

Successfully completing a course with us can definitely improve your career prospects, as you will have gained a nationally recognised qualification. NCFE is a highly respected organisation with strict standards and requirements, which each course is tailored to.

Is there a word count for my assessments?

No. There are no maximum or minimum word counts for the assessments and the majority are short answer questions which you can answer in as many words as you like. It is important that you demonstrate to your tutor that you have fully understood the question and applied your knowledge to each answer in a logical way. If your tutor feels that an answer needs a little more detail, they will point this out in your feedback and you will be able to go back to the answer and rework it until you pass.

Is the course accredited? If so, who by?

Yes, this course has been approved and accredited by NCFE, a national awarding organisation. Successful learners who complete a course will be awarded with a certificate of achievement by NCFE at the end of their course and will have gained a nationally recognised qualification which can boost their career prospects in the future. All of our learning resources have been specifically designed by a team of sector specialists, so you can be assured that the qualification you gain is of the highest quality.

Can anyone complete the course?

Yes, anyone who has a reasonable standard of basic education is suitable for this course. Our learning resources are all written in simple everyday language with no jargon, and in a logical structure, making the information easy to process and understand. Should you experience any difficulties with your course, you would have the support of your tutor and our Student Support Team who can guide you through any part of the learning process.

How can I progress after I complete the course?

Once you complete a course with us, your opportunities are endless. Not only will your employment opportunities improve by adding an accredited qualification to your CV, but you could also progress on to other areas of study.

Who is suitable?

This qualification is ideal for anyone who is currently working in a customer service role, aspiring to progress within a team or hoping to gain employment in a role which requires customer service skills.

Are there any exams?

No. This course does not involve any examinations and learners are assessed entirely through their answers to the assessment questions, which they complete throughout the course.

Part Pay - £677

You can pay for this is course in 3 seperate installments.

  • First: before you start the course
  • Second: halfway through the course
  • Third: nearing the end of the course.
Buy Now - £1355 Register Interest
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