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Welcome to the NCFE Level 1 Certificate in Customer Service.

This qualification will be delivered to you through a mix of:

  • Distance guidance from your learning support assistant and tutor
  • Use of this online platform
  • Support on your work placement – where possible, we will be working closely with your employer/work placement
  • Attended lessons with your tutor – these can be attended either in person or via our virtual classroom facilities

What will I be studying?

We have outlined below for you the units you will be studying how you will be assessed at each stage to pass this course:


UNIT 1: Understand working in a customer service environment

The purpose of this unit is to increase learners’ understanding of the customer service role. Learners will be able to identify the different types of customer and their needs and be able to refer problems.

UNIT 2: Communication in customer service

This unit aims to develop learners’ knowledge of communication skills and to develop different methods of communication when interacting with customers.

UNIT 3: Principles of personal performance and development

This unit will provide learners with the knowledge of their rights and employer expectations and enable learners to know how to manage their own development needs.

UNIT 4: Principles of working in a business environment

In this unit, learners will have an opportunity to increase their knowledge of business organisations. Learners will understand the importance of environmental sustainability. They will also know how to support equality and diversity, and the importance of confidentiality in the workplace.

UNIT 5: Work with others in a business environment

This unit aims to ensure that learners understand the principles of how to work effectively with others, maintaining standards of performance and following organisational policies and procedures and legal requirements.


UNIT 7: Deal with customer queries, requests and problems

In this unit, learners will have an opportunity to increase their knowledge of how to identify customer queries, requests and problems and be able to resolve the problems within the limits of their authority and organisational procedures.

UNIT 8: Communicate with customers in writing

In this unit learners will have the opportunity to increase their knowledge of the different forms of written communication. Learners will be able to select the most appropriate method of communication and produce clearly written documents that meet the needs of the customers.

UNIT 18: Meeting customers’ after sales needs

This unit is designed to equip learners with the ability to deal with customers’ after sales needs, fulfilling commitments made to customers following organisational customer service standards and procedures.


How am I assessed?

You will be assessed via a workbook specifically designed for each of the units above. You will be compiling the evidence both through your work placement and with your tutor and learner support team. Once you’ve completed the workbook and assessments contained within, your workbook will be fully assessed and quality assured. After this period and subject to everything being in order, you will receive your certificate and qualification.

The types of assessment you can expect in your course worknbook are:

  • Worksheets
  • Observations with witness statements
  • Reflective accounts
  • Assignment work

Throughout your programme you will receive support from your tutor/assessor and your learner support assistant. Please be aware however, that on occasion, there can be a 24 hour response time depending on your query/issue. We can promise you howeer that we will do the very best that we can to support you throughout your studies!


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