NCFE Level 3 Certificate in Principles of Customer Service (VRQ)
601/7073/6
- Level: Level 3
- Type: Vocationally-Related Qualification
- Status: Available to learners
- Offered in England: Yes
- Awarding body: NCFE (Recognised)
- Total credits:
- Guided learning hours: 220
- Total qualification time: 240
- Assessment methods: Portfolio of Evidence
Units (12)
| Unit | Level | Credits | GLH |
|---|---|---|---|
Understand how to obtain and analyse sales-related information RN5156/R/507/5644 |
Level 3 | 35 | |
Principles of business RN5156/L/507/4329 |
Level 3 | 50 | |
Understand customers and customer retention RN5156/K/507/5634 |
Level 3 | 30 | |
Understand equality, diversity and inclusion in the workplace RN5156/K/507/4337 |
Level 3 | 15 | |
Understand how knowledge resources and service partnerships support customer service delivery RN5156/J/507/5639 |
Level 3 | 30 | |
Understand how to manage incidents and collaborate with other departments in a contact centre RN5156/K/507/5648 |
Level 3 | 30 | |
Understand how to manage performance and conflict in the workplace RN5156/D/507/5646 |
Level 3 | 35 | |
Understand how to monitor customer service interactions and feedback RN5156/M/507/5568 |
Level 3 | 30 | |
Understand how to resolve customers’ problems and complaints RN5156/D/507/5565 |
Level 3 | 30 | |
Understand how to use social media tools and channels RN5156/K/507/5665 |
Level 3 | 20 | |
Understand sales activities in a contact centre and how to close a sale RN5156/A/507/5640 |
Level 3 | 25 | |
Understand the customer service environment RN5156/R/507/5627 |
Level 3 | 50 |