Why Choose This Course?
The NCFE Certificate in Customer Service will leave you feeling confident, qualified, and ready to handle real-world customer situations — whether on the phone, online, or in person.
This course is designed to be studied at your own pace, anytime, from anywhere, and you won’t be alone! Your dedicated tutor will be on hand to offer support, feedback and guidance whenever you need it.
Could be fully funded – Enquire today to find out if you could study this course for FREE!
Who is this course aimed at?
Perfect for anyone looking to gain employment in a customer facing role, add a recognised qualification to their CV, upskill and increase confidence in their current role or work towards a promotion.
This is also a great opportunity for employers looking to upskill their team, increasing sales and customer satisfaction in their organisation. This course can be studied flexibly around the needs of the business.
Course Details
Flexible course length
Could be fully funded
Nationally recognised NCFE qualification
Learn at your own pace, anytime, anywhere
Dedicated tutor for support and feedback
Course Content
Mandatory Units
Unit 1: Principles of Customer Service and Delivery
During this unit, you will learn topics including:
- A basic overview of customer service
- Legal and ethical requirements related to customer service
- How to deliver effective customer service
- The management of customer service information
- The relationship between customer service and a brand
Unit 2: Understanding Customers
During this unit, you will learn topics including:
- The different types of customer
- The the value of customers and their loyalty
Unit 3: Understanding Employer Organisations
During this unit, you will learn topics including:
- The different types organisational structures
- The organisational environment
Optional Units
Unit 4: How to Communicate with Customers
During this unit, you will learn topics including:
- How to communicate verbally with customers
- How to communicate with customers in writing
- Why ‘customer service language’ is used
- A variety of questioning techniques
- Verbal and non-verbal signals that show how a customer may be feeling
Unit 5: Communicating with customers using the telephone
During this unit, you will learn topics including:
- How to deal with incoming customer calls
- Understand how to make telephone calls to customers
- Questioning techniques used when dealing with incoming calls
- How to handle abusive calls
- How body language and facial expressions can be detected over the phone
Unit 6: How to Handle Customer Information
During this unit, you will learn topics including:
- How to process customer information
- The customer service handover process
- Legislation and regulatory requirements when processing information
- Different responsibilities and levels of authority for processing information
Unit 7: How to Deliver Customer Service Online
During this unit, you will learn topics including:
- Supporting customers through real-time online customer service
- Adapting communication style to meet customers’ ability to use online systems
- Social media in a business environment
- The importance of monitoring customer posts in social media networks
- The etiquette of communication within different social media platforms
- The importance of security settings on social media platforms
Unit 8: How to Resolve Problems and Deal with Challenging Customers
During this unit, you will learn topics including:
- The different types of challenging customers
- Behaviours that make it challenging to deal with customers
- Techniques to identify customer service problems and their causes
- How to deal with situations where customers become agitated or angry
- The limits of their own authority for resolving problems and making promises
- The purpose of encouraging customers to provide feedback
- The methods used to encourage customers to provide feedback
Unit 9: Handling Objections, Promoting Additional Products and Closing Sales
During this unit, you will learn topics including:
- The difference between standard and non-standard sales objections
- Clarifying objections and identify potential sales opportunities
- Hypothetical and real objections
- How competitor activity may affect the potential sale
- Empathising with and reassuring the customer
- A range of ways to close the sale
- Potential barriers to closing the sale
- Verbal and non-verbal buying signals
- How to identify potential add-on, up-selling or cross-selling opportunities
Unit 10: How to Develop Customer Relationships
During this unit, you will learn topics including:
- The importance of developing relationships with customers
- How customers’ expectations may change over time
- The use of customer feedback to develop customer relationships
- Customer relationship management systems
- How to exceed customer expectations
- Types of actions that customers are likely to perceive as adding value
- How to support customer service improvements
Unit 11: Processing Sales Orders and Post-Transaction Customer Service
During this unit, you will learn topics including:
- How to process and follow up sales orders
- Sources of information used to check customer credit
- Different payment methods accepted by sales orientated organisations
- Policies and procedures for post-transaction customer service
- How legislation and regulation affect customers’ rights
Unit 12: Equality and Diversity in the Workplace
During this unit, you will learn topics including:
- The implications of equality legislation
- Legal requirements for equality of opportunity
- Benefits of equal opportunities and diversity
- Potential consequences of failing to comply with equality legislation
- Organisational standards and expectations for equality and diversity
- Behaviours that support equality, diversity and inclusion in the workplace
Unit 13: Developing Working Relationships with Colleagues
During this unit, you will learn topics including:
- The principles of effective team working
- How to give feedback constructively
- Conflict management techniques
- How to buddy a colleague
- Techniques to establish rapport with a buddy
Enquire Today
Could be fully funded – Enquire today to find out if you could study this course for FREE!