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.
Does this 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 are no strict deadlines for you to meet within your course, but we will suggest targets for you to aim towards to encourage you with your studying in order for you to complete the course within six to 12 months. You will be reminded of this throughout your course by your assessor and learner support advisor and should try to meet these targets when submitting your assessments and working towards different outcomes. Your assessor will provide guidance and support throughout your course though email and telephone communication.
What level is the course and what does it mean?
This is a level 3 course, which is of a similar standard to A level courses. If you successfully complete your course, you can progress on to the next level of study in your chosen subject area if you wish and can use your new level 3 qualification on your CV and as a selling point when you are looking for a job. CACHE qualifications are nationally recognised and certificates are awarded to learners from NCFE once you have successfully completed your course.
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, though we will suggest targets for you to try to meet in order for you to stay on track with your learning. On average, a learner completes this course with us within six to twelve months.
What will I gain from completing a course?
After completing a course with us, you will gain a nationally recognised qualification. This could not only increase your general knowledge, but also increase your chance of securing a job, allow 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 develop relevant research and academic writing skills.
What happens if I fail an assessment?
Your assessor will work with you to ensure you have full support in order to complete and achieve all required outcomes to gain the qualification, which will ensure that you will gain the qualification if you are committed to it.
How long will my certificate take to arrive?
Your certificate will take between six to eight weeks to arrive. Once you complete the course and submit 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.
Where do I compete the course and do I have to go to a local college?
You do not have to attend a local college at any point. However, for this course you must be working in a teaching or educational setting. Our learning resources are designed to allow you to study where you like, when you like.
Can this qualification assist my career progression?
For further career advice and guidance visit the following websites:
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