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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