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NCFE Level 1 Certificate in Customer Service
Ref:
601/3972/9
Sector:
Business, Administration and Law
Registration & certification fee:
£74.00
Level:
Level 1
Minimum entry age:
Pre-16
GLH:
133
TQT:
230
Credit value:
23
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This qualification is suitable for learners aged pre-16 and above.
This qualification provides learners with the skills and knowledge required to successfully work in customer services. It will also build learners’ knowledge of the principles of customer service.
Endorsed by
Support materials
Mandatory qualification information
Qualification specification (PDF | 299 KB)
Qualification specification (Word) (DOCX | 397 KB)
Teaching/delivery guidance
Skills CFA assessment strategy (PDF | 147 KB)
Contact centre operations assessment strategy (PDF | 91 KB)
Sales standards assessment strategy (PDF | 204 KB)
Support Handbook
Support Handbook (PDF | 327 KB)
Unit breakdown
Mandatory units
Understand Working in a Customer Service Environment (L/506/2083)
Communication in Customer Service (Y/506/2085)
Principles of Personal Performance and Development (L/506/1791)
Principles of Working in a Business Environment (R/506/1792)
Work With Others in a Business Environment (Y/506/1793)
Optional units
Record Details of Customer Service Problems (A/506/2094)
Deal With Customer Queries, Requests and Problems (A/506/2113)
Communicate With Customers in Writing (T/506/2126)
Deal With Incoming Telephone Calls From Customers (H/506/2154)
Make Telephone Calls to Customers (K/506/2155)
Process Information About Customers (R/506/2134)
Manage Time and Workload (H/506/1795)
Meet and Welcome Visitors in a Business Environment (A/506/1799)
Contribute to Sales Activities in a Contact Centre (F/503/0392)
Use Specific Features of Contact Centre Systems and Technology (F/503/0361)
Health and Safety Procedures in the Workplace (T/505/4673)
Processing Sales Orders (M/502/8587)
Meeting Customers' After Sales Needs (R/502/8601)