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Level 3 Certificate in Principles of Customer Service

The Skills Network
Course summary
14 weeks
399 GBP
Next available date: Start anytime - Distance
e-learning / Online / Distance

Course description

NCFE Level 3 Certificate in Principles of Customer Service  –  Online Course  –  The Skills Network

This nationally recognised qualification is ideal for anyone currently working in a customer-facing role, looking to progress in their current role or seeking employment in a role which requires customer service skills.

The course has been created by industry experts to help learners develop and improve the practical skills needed to deliver effective, high-quality customer service. Learners will be introduced to the key concepts and practices underpinning customer service delivery, such as conflict resolution techniques and how customer service impacts upon an organisation. Learners will also gain an understanding of business markets, financial management, marketing and the legal requirements of businesses.

Suitability - Who should attend?

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.

The course is delivered online via distance learning, learners study at their own pace with flexibility to learn when they like, where they like.

Outcome / Qualification etc.

Qualification gained: NCFE Level 3 Certificate

Training Course Content

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 customer service delivery. Learners will understand 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 their knowledge of how to measure and analyse performance data.

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

This unit will equip learners with the techniques needed to monitor the quality of customer interactions. Learners will be able to use and identify techniques used to gather required information and provide feedback on performance to colleagues. 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.


The course costs £399, which includes all of the learning resources and materials you will need to complete the course, it also includes the cost of registration and certification with the awarding body. 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 using our flexible payment plans. Use our online calculator to work out your initial payment and subsequent payments to suit you.

Continuing Studies

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.

About provider

The Skills Network – Distance Learning Courses for Skills Development

The Skills Network is a market-leading training provider, delivering distance learning courses across a range of sectors. With a wide portfolio of highly flexible courses, The Skills Network supports employers and learners to develop their skills and achieve their goals. Whatever the...

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Contact info

The Skills Network

Abbey Court, 10 – 16 Benedict Drive
YO8 8RY Selby, North Yorkshire

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Catherine Bates
It met my expectations in some ways but not in all, however the support and resources provided were faultless and I would definitely carry out another course wit The Skills Network
Catherine Bates
It met my expectations in some ways but not in all, however the support and resources provided were faultless and I would definitely carry out another course wit The Skills Network