Principles of Customer Service

Units: 

1.  The customer service environment

2.  Principles of Business

3.  Resolving customers’ problems and complaints

4. Understanding customers and customer retention

5. Understanding how to monitor customer service interactions and feedback

6. Understanding equality, diversity and inclusion in the workplace

7. Understanding how to manage incidents and collaborate with other departments in a contact centre

Prior requirements: None

Format: Paper-based

Assignment: Seven tutor-marked assignments

External tutor support: Yes

Prison support requirements: Support to submit assignments

What’s next: NCFE Level 3 Principles of Management Certificate

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