Weekly outline

  • Principles of Customer Service L3

    Customer service translates into real value for businesses, 81% of customers are even prepared to pay more for superior service. This course will not just teach you the basics of customer service but really explore how you can improve the quality.

    • Course Description

      NCFE Level 3 Certificate in Principles of Customer Service

      Course code: PROF09

      Delivery method: Online

      Course duration: 12 Months

      Entry requirements: No prior qualification needed

      Award achieved: NCFE Level 3 Certificate in Principles of Customer Service

      Awarding body: NCFE

      Customer service translates into real value for businesses, 81% of customers are even prepared to pay more for superior service. This course will not only teach you the basics of customer service but really explore how you can improve the quality.

      This nationally recognised qualification doesn’t just improve your CV but will upgrade your skills, fuel you with new ideas and make you genuinely better at your job.

    • Level 3 certificate in principles of customer service course overview

      Skills gained

      • Using communication effectively in customer service
      • Understanding how customer service works in different sectors
      • Understanding how customer service can be improved and how to track these changes.

      Course outline

      This course is split into 3 mandatory units:

      Unit 1: Understanding the organisation.

      Unit 2: Prepare to deliver excellent customer service.

      Unit 3: Communication in the customer service role.

      Course content

      Unit 1: Understanding the organisation

      Module 1: Factors that affect the organisation relating to customer service

      Module 2: Employee rights and responsibilities

      Module 3: Organisational policies and procedures

      Module 4: Career pathways in customer serves and support

      Unit 2: Prepare to deliver excellent customer service

      Module 1: Customer needs and expectations

      Module 2: Awareness of procedures, practices and legislation

      Module 3: Complaint handling

      Unit 3: Communication in the customer service role

      Module 1: Handling customer service information

      Module 2: Working in a team

      Module 3: Understanding of product promotion and information securing

      Module 4: Meeting the needs of a diverse range of customers

      Assessment

      This course has no exams, instead there will be a number of tutor marked assessments (TMAs) to ensure that you have a thorough understanding of the course materials, with the tutor sending comments to guide you through any areas of potential difficulty, as well as a range of self-assessments that are indicators that you understand the materials as you work through them.

      These are for your own information and do not need to be shown to your course tutor.

      Method of study

      Online

      Study anywhere, at a time and pace that suits you, and on any smart device connected to the internet. Our online courses are delivered in bite-sized sections with lessons, activities and test papers, perfect to squeeze in when you are commuting on the bus or you can work towards gaining your qualification as you eat lunch.

      Delivered on our digital learning environment, you will enjoy a complete learning experience that can travel with you anywhere, without the mess and fuss of heavy paper materials.

      Tutor support

      Our customer service courses come with tutor feedback and support by email for 12 months. They will mark your TMAs and provide valuable guidance through any trickier parts of the course whenever you need it. You will also receive a study guide to help you with all aspects of studying, essay writing and general student skills.

    • How do I get started?

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      Go through our secure online ordering process and pay for your course.

      How do I get my course?

      Online

      If the course you have bought is delivered online you will receive your login details by 2pm the next working day.

      Paper Based

      If the course you have bought is paper based it will be despatched the next working day. You will receive a tracking email and a text with a 1 hour delivery slot.

      What do I do next?

      All the information you need to complete your course will be included in your study guide. Once you have your course be it online or paper based you will be good to go!

      Everyone at Absorb wishes you the best of luck on your studying journey! We know it’s both rewarding and challenging and ultimately what a difference that qualification will make to your career path and life.

      Good luck!