big book of opportunities

274 Business, Administration and Law/Information and Communication Technology
Business, Administration and Law/Information and Communication Technology
275
Level 3 Diploma in Customer Service
601/3974/2
Level 4 NVQ Diploma in Customer Service
601/4056/2
Facts and Figures
Qualification no/Learning
Aim Reference: 601/3974/2
Guided Learning
Hours (GLH): 289-375
Credit value: 55
Fee per learner: £102
Minimum entry age: 16
Qualification
review date: 31/08/2017
Qualification certification
end date: 31/08/2020
If you are interested in this qualification
you may also be interested in:
• Level 3 Diploma in Management
• Level 3 Diploma in Team Leading
Qualification Aim
This qualification gives learners the
opportunity to develop the skills and
knowledge needed to deliver
customer service in a range of
industries and contexts. Learners will
understand what drives customer
behaviour and what creates customer
retention. Learners are also given the
opportunity to explore excellence
within customer service, dealing with
more challenging scenarios such as
complaints and stakeholder
engagement.
Qualification Structure
To be awarded this qualification,
learners must successfully complete
a minimum of 55 credits:
• a total of 31 credits from the
mandatory units in Group A
• a minimum of 15 credits from Group B
• and the remaining credits can come
from Group B or C.
Units
Mandatory
• Unit 01 Organise and deliver
customer service
• Unit 02 Understand the customer
service environment
• Unit 03 Resolve customers’
problems
• Unit 04 Principles of business
• Unit 05 Manage personal and
professional development
• Unit 06 Understand customers and
customer retention
Optional
For a full list of optional units,
please visit our qualification
finder online at www.ncfe.org.uk
Assessment
Internally assessed and externally
moderated portfolio.
Support Materials
Mandatory
• Qualification Specification
• Assessment Strategy
Optional
• Learner’s Evidence Tracking Log
• PLTS Mapping
• Qualification Mapping
• Purpose Statement
Suitability
This qualification is suitable for:
• Apprenticeships
Facts and Figures
Qualification no/Learning
Aim Reference: 601/4056/2
Guided Learning
Hours (GLH): 171-255
Credit value: 50
Fee per learner: £129
Minimum entry age: 18
Qualification
review date: 31/08/2017
Qualification certification
end date: 31/08/2020
Qualification Aim
This qualification gives learners the
opportunity to develop the skills
and knowledge needed to deliver
customer service in a range of
industries and contexts. Learners will
understand what drives customer
behaviour and what creates customer
retention. Learners are also given the
opportunity to explore excellence
within customer service, dealing
with more challenging scenarios
such as complaints and stakeholder
engagement.
This qualification also focuses on
the management of processes,
procedures and people, to ensure
learners are equipped with the
skills needed to be effective in a
managerial level role.
Qualification Structure
To be awarded this qualification,
learners must successfully complete
a minimum of 50 credits:
• 14 credits from the mandatory units
in Group A
• a minimum of 20 credits from Group B
• the remaining credits can come
from either Groups B or C.
Units
Mandatory
• Unit 01 Champion customer
service
• Unit 02 Manage personal and
professional development
• Unit 03 Manage customer service
operations
Optional
For a full list of optional units,
please visit our qualification
finder online at www.ncfe.org.uk
Assessment
Internally assessed and externally
moderated portfolio.
Support Materials
Mandatory
• Qualification Specification
• Assessment Strategy
Optional
• Learner’s Evidence Tracking Log
• Qualification Mapping
• Purpose Statement
BUSINESS, ADMIN
& LAW/ICT
Visit ncfe.org.uk Email service@ncfe.org.uk Call 0191 239 8000* Visit ncfe.org.uk Email service@ncfe.org.uk Call 0191 239 8000*