NCFE · RQF Level 3
NCFE Level 3 NVQ Diploma in Customer Service (QCF)
You don’t just earn this. You learn to use it, one-to-one, on your own real work.
- LevelRQF Level 3
- Total credits42
- Guided learning120 hours
- Units in this qualification56
Awarded by NCFE · on the Ofqual register
Start here
See how this course maps onto your role
Ten quick questions, one per Future Fluency, asked against this qualification rather than a generic one.
About 5 minutes · No card · Nothing to commit to
What you’ll learn
What each unit actually teaches you to do
These are the units NCFE registers against this qualification. It is a catalogue, not a syllabus. Which of them you take depends on the combination the qualification requires, and that is set by the awarding body rather than by us. Every unit here is regulated, and every one you earn is yours to keep.
Apply risk assessment to customer serviceReal unit · NCFE
What you'll be able to do
- Analyse customer service processes for risk
- Assess customer service risks and take appropriate actions
- Understand how to apply risk assessment to customer service
Apply technology or other resources to improve customer serviceReal unit · NCFE
What you'll be able to do
- Identify and specify opportunities for customer service improvement
- Evaluate options for applying technology or other resources to improve customer service
- Oversee the implementation of resource changes to improve customer service
- Understand how to apply technology or other resources to improve customer service
Buddy a colleague to develop their customer service skillsReal unit · NCFE
What you'll be able to do
- Plan and prepare to buddy a colleague
- Support their buddy colleague on the job
- Provide buddy support off the job
- Understand how to buddy a colleague to develop their customer service skills
Build a customer service knowledge setReal unit · NCFE
What you'll be able to do
- Input details of customer queries and requests and develop responses
- Use a customer service knowledge base
- Understand how to build a customer service knowledge set
Build and maintain effective customer relationsReal unit · NCFE
What you'll be able to do
- Establish effective customer relations
- Maintain and develop effective customer relations
- Understand how to build and maintain customer relations
Champion customer serviceReal unit · NCFE
What you'll be able to do
- Promote the importance and benefits of customer service
- Provide advice and information on customer service issues
- Champion customer service
Communicate effectively with customersReal unit · NCFE
What you'll be able to do
- Communicate effectively with customers
- Understand how to communicate effectively with customers
Deal with customers across a language divideReal unit · NCFE
What you'll be able to do
- Prepare to deal with customers with a different first language
- Deal with customers who speak a different first language from their own
- Deal with customers across a language divide
Deal with customers face to faceReal unit · NCFE
What you'll be able to do
- Communicate effectively with their customer
- Improve the rapport with their customer through body language
- Understand how to deal with customers face to face
Deal with customers in writing or electronicallyReal unit · NCFE
What you'll be able to do
- Use written or electronic communication effectively
- Plan and send an effective written or electronic communication
- Handle incoming written or electronic communications effectively
- Deal with customers in writing or electronically
Deal with customers using bespoke softwareReal unit · NCFE
What you'll be able to do
- Prepare to deliver customer service using bespoke software
- Deliver customer service using bespoke software
- Understand how to deal with customers using bespoke software
Deal with incoming telephone calls from customersReal unit · NCFE
What you'll be able to do
- Use communication systems effectively
- Establish rapport with customers who are calling
- Deal effectively with customer questions and requests
- Deal with incoming telephone calls from customers
Deliver customer service on your customer’s premisesReal unit · NCFE
What you'll be able to do
- Establish a rapport with their customer
- Combine customer service with their other skills and expertise
- Deliver customer service on the customer’s premises
Deliver customer service to difficult customersReal unit · NCFE
What you'll be able to do
- Recognise when customers may be difficult to deal with
- Deal with difficult customers
- Understand how to deliver customer service to difficult customers
Deliver customer service using service partnershipsReal unit · NCFE
What you'll be able to do
- Work effectively within a customer service chain
- Build and nurture positive relationships in a customer service chain
- Understand how to deliver customer service using service partnerships
Deliver seamless customer service with a teamReal unit · NCFE
What you'll be able to do
- Build effective working relationships with colleagues
- Build effective relationships with service partners
- Understand how to deliver seamless customer service with a team
Demonstrate understanding of customer serviceReal unit · NCFE
What you'll be able to do
- Follow their organisation’s accepted customer service language
- Apply customer service principles in their customer service role
- Understand the principles of customer service
Demonstrate understanding of the rules that impact on improvements in customer serviceReal unit · NCFE
What you'll be able to do
- Demonstrate an understanding of the organisational rules and procedures that impact on customer service improvements
- Demonstrate an understanding of the legislation and external regulation that impact on customer service improvements
- Understand the rules that impact on improvements in customer service
Develop a customer service strategy for a part of an organisationReal unit · NCFE
What you'll be able to do
- Research and evaluate their organisation’s business and customer service strategy
- Help to identify current and future best practice in customer service
- Identify and recommend the key features of a customer service strategy
- Understand how to develop a customer service strategy for an area
Develop customer relationshipsReal unit · NCFE
What you'll be able to do
- Build their customer’s confidence that the service they give will be excellent
- Meet the expectations of their customers
- Develop the long-term relationship between their customer and their organisation
- Develop customer relationships
Develop personal performance through delivering customer serviceReal unit · NCFE
What you'll be able to do
- Review performance in their customer service role
- Prepare a personal development plan and keep it up to date
- Undertake development activities and obtain feedback on their customer service performance
- Understand how to develop their personal performance through delivering customer service
Develop your own and others' customer service skillsReal unit · NCFE
What you'll be able to do
- Develop their own customer service skills
- Plan the coaching of others in customer service
- Coach others in customer service
- Understand how to develop their own and others’ customer service skills
Develop your own customer service skills through self-studyReal unit · NCFE
What you'll be able to do
- Find ways to learn more about customer service and their job
- Use sources of self-development to extend their customer service skills and knowledge
- Develop their own customer service skills through self-study
Gather, analyse and interpret customer feedbackReal unit · NCFE
What you'll be able to do
- Plan to gather customer feedback
- Gather customer feedback
- Analyse and interpret customer feedback
- Understand how to gather, analyse and interpret customer feedback
Give customers a positive impression of yourself and your organisation.Real unit · NCFE
What you'll be able to do
- Establish rapport with customers
- Respond appropriately to customers
- Communicate information to customers
- Understand how to give customers a positive impression of themselves and the organisation
Go the extra mile in customer serviceReal unit · NCFE
What you'll be able to do
- Distinguish between routine service standards and going the extra mile
- Check that your extra mile ideas are feasible
- Go the extra mile
- Go the extra mile in customer service
Handle referred customer complaintsReal unit · NCFE
What you'll be able to do
- Investigate referred customer complaints
- Take action to deal with referred customer complaints
- Identify repeated customer complaints and recommend changes to policies and procedures
- Understand how to handle referred customer complaints
Implement quality improvements to customer serviceReal unit · NCFE
What you'll be able to do
- Plan the introduction of customer service improvements
- Manage the implementation of customer service improvements
- Monitor and evaluate customer service improvements
- Understand how to implement quality improvements to customer service
Improve the customer relationshipReal unit · NCFE
What you'll be able to do
- Improve communication with their customers
- Balance the needs of their customer and their organisation
- Exceed customer expectations to develop the relationship
- Understand how to improve the customer relationship
Lead a team to improve customer serviceReal unit · NCFE
What you'll be able to do
- Plan and organise the work of a team
- Provide support for team members
- Review performance of team members
- Understand how to lead a team to improve customer service
Live up to the customer service promiseReal unit · NCFE
What you'll be able to do
- Understand and explain the customer service promise
- Produce customer satisfaction by delivering the customer service promise
- Live up to the customer service promise
Maintain and develop a healthy and safe customer service environmentReal unit · NCFE
What you'll be able to do
- Assess the customer service environment for factors that affect health and safety
- Minimise risks to health and safety in the customer service environment
- Understand how to maintain a healthy, safe and effective working environment for customers and staff
Maintain customer service through effective handoverReal unit · NCFE
What you'll be able to do
- Agree joint responsibilities in a customer service team
- Check that customer service actions are seen through by working together with colleagues
- Understand how to maintain customer service through effective handover
Make customer service environmentally friendly and sustainableReal unit · NCFE
What you'll be able to do
- Review and monitor environmental and sustainability aspects of customer service
- Promote environmental and sustainable aspects of customer service in their organisation
- Understand how to make customer service environmentally friendly and sustainable
Make customer service personalReal unit · NCFE
What you'll be able to do
- Identify opportunities for making customer service personal
- Treat their customer as an individual
- Know and understand how to make customer service personal
Make telephone calls to customersReal unit · NCFE
What you'll be able to do
- Plan their calls effectively
- Use communication systems effectively
- Make focussed calls to their customer
- Make telephone calls to customers
Manage a customer service award programmeReal unit · NCFE
What you'll be able to do
- Plan a customer service award programme
- Implement and manage a customer service award programme
- Understand how to manage a customer service award programme
Manage customer service performanceReal unit · NCFE
What you'll be able to do
- Monitor performance in customer service operations
- Take management actions to improve performance in customer service operations
- Understand how to manage customer service performance
Monitor and solve customer service problemsReal unit · NCFE
What you'll be able to do
- Solve immediate customer service problems
- Identify repeated customer service problems and options for solving them
- Take action to avoid the repetition of customer service problems
- Understand how to monitor and solve customer service problems
Monitor the quality of customer service transactionsReal unit · NCFE
What you'll be able to do
- Prepare to monitor the quality of customer service transactions
- Monitor the quality of customer service transactions
- Give feedback on the quality of customer service transactions
- Understand how to monitor the quality of customer service transactions
Organise the promotion of additional services or products to customersReal unit · NCFE
What you'll be able to do
- Offer additional services or products
- Organise support to promote use of additional services or products
- Monitor the promotion of additional services or products
- Understand how to organise and promote services or products to customers
Plan and organise the development of customer service staffReal unit · NCFE
What you'll be able to do
- Identify customer service staff development and training needs
- Organise customer service development and training
- Understand how to plan and organise the development of customer service staff
Plan, organise and control customer service operationsReal unit · NCFE
What you'll be able to do
- Plan customer service operations
- Supervise customer service operations
- Deal with problems relating to customer service operations
- Understand how to plan, organise and control customer service operations
Process customer service complaintsReal unit · NCFE
What you'll be able to do
- Recognise the signs that a query or problem is about to produce a complaint
- Deal with a complaint effectively
- Understand how to process customer service complaints
Process information about customersReal unit · NCFE
What you'll be able to do
- Collect information about customers
- Select and retrieve information about customers
- Supply information about customers
- Understand how to process customer service information
Promote additional services or products to customersReal unit · NCFE
What you'll be able to do
- Identify additional services or products that are available
- Inform customers about additional services or products
- Gain customer commitment to using additional services or products
- Understand how to promote additional services or products to customers
Promote continuous improvementReal unit · NCFE
What you'll be able to do
- Plan improvements in customer service based on customer feedback
- Implement changes in customer service
- Review changes to promote continuous improvement
- Understand how to promote continuous improvement
Recognise diversity when delivering customer serviceReal unit · NCFE
What you'll be able to do
- Respect customers as individuals and promote equality in customer service
- Adapt customer service to recognise the different needs and expectations of diverse groups of customers
- Understand how to recognise diversity when delivering customer service
Resolve customer service problemsReal unit · NCFE
What you'll be able to do
- Spot customer service problems
- Pick the best solution to resolve customer service problems
- Take action to resolve customer service problems
- Resolve customer service problems
Review and re-engineer customer service processesReal unit · NCFE
What you'll be able to do
- Scope the customer service processes to be reviewed
- Analyse the customer service process and identify improvement opportunities
- Evaluate improvement options and re-engineer service processes
- Understand how to review and re-engineer customer service processes
Review the quality of customer serviceReal unit · NCFE
What you'll be able to do
- Plan how to measure customer service
- Collect and analyse information on customer service
- Understand how to review the quality of customer service
Support customer service improvementsReal unit · NCFE
What you'll be able to do
- Use feedback to identify potential customer service improvements
- Implement changes in customer service
- Assist with the evaluation of changes in customer service
- Support customer service improvements
Support customers using on-line customer servicesReal unit · NCFE
What you'll be able to do
- Establish the type and level of support their customer needs to achieve on-line customer service
- Support on-line customer service in conversation with their customer
- Understand how to support customers using on-line services
Support customers using self-service technologyReal unit · NCFE
What you'll be able to do
- Identify the type of help needed by a customer using self-service technology
- Assist a customer using self-service technology
- Understand how to support customers using self-service technology
Use customer service as a competitive toolReal unit · NCFE
What you'll be able to do
- Organise customer service to gain a competitive advantage
- Deliver a competitive service
- Understand how to use customer service as a competitive tool
Use questioning techniques when delivering customer serviceReal unit · NCFE
What you'll be able to do
- Establish rapport and identify customer concerns
- Seek detailed information from customers using questioning techniques
- Understand how to use questioning techniques when delivering customer service
The honest bit
You’ve started things before
Most courses were built for a room full of people who aren’t you. A cohort moves on whether or not your week allowed it, and by the third week the thing you’re behind on becomes the reason you stop opening it.
There’s no cohort here, and no timetable to fall behind. Before anything starts, Zavmo asks when you’re sharpest and how long you can realistically sit down for, then builds the sessions around those answers. A bad fortnight changes your pace. It doesn’t put you behind.
And you only pay once you start learning. Searching and planning are free, and you can cancel any time — so the cost of finding out is an afternoon, not a year.
Your passport
Every credit is a stamp you keep
Level 3 credits are regulated. They don’t vanish when a subscription ends or a website closes. They travel to any employer, and Zavmo keeps the map of what you’ve earned and what’s next.
Each stamp is a real unit registered against this qualification.
Who’d teach you this
The Evidence Evaluator
Assessor
Helps you show what you can actually do, gathering the evidence that proves it as you learn.
Meet all twelve tutorsWhere this connects
Where these credits take you
A qualification is never a dead end here. See the jobs its credits open, the national occupational standards its units map to, and the future skills they quietly build.
- Assess the risks in customer service
- Build a Customer Service Knowledge Base
- Deal with customers across a language divide
- Deliver Seamless Customer Service with a Team
- Deliver customer service in an environmentally friendly and sustainable way
- Deliver customer service on your customer’s premises
- Evaluate the quality of customer service
- Improve customer service through use of technology and other resources
Where this can lead
Customer Service Quality Specialist
Your journey with us doesn't have a fixed endpoint. We're committed to helping you grow, whether that's becoming a deeper expert in quality, leading a team, or exploring new avenues within the business. Your ambition and hard work will open doors.
See the whole journey →Showing 6 roles, drawn from 8 job records mapped to this qualification.
Skills it covers
What the job actually needs. These are the standards the units are built against, in the words employers and awarding bodies already use for the work itself.
How you’ll actually learn this
One-to-one, on your own real work
A qualification is usually something done to you: sit the class, sit the exam, hope it sticks. Here it’s the opposite. You learn it one-to-one with a companion, on your own real work, and you keep going until you can use it, not just recall it.
Applied to your work in any of these jobs
- Remember
- Understand
- Apply
- Analyse
- Evaluate
- Create
Built for NCFE Level 3 NVQ Diploma in Customer Service (QCF)
56 units in this credential, in the order it lists them, awarded by NCFE.
- Apply risk assessment to customer service
- Apply technology or other resources to improve customer service
- Buddy a colleague to develop their customer service skills
- Build a customer service knowledge set
- Build and maintain effective customer relations
- Champion customer service
and 50 more in the full unit list below.
One to one, not one to many
No two people run this the same way
A course is written once and handed to everyone. This is assembled around you, and keeps changing as it learns you. Five things it reads, and what each one changes.
- Your actual work Every unit is taught against a live piece of your own work, not a worked example from a textbook.
- What you already know The first conversation finds your starting point, so you skip what you can already do and spend the time on what you cannot.
- The conditions you learn under Not a learning-styles quiz. The evidence does not support those. The dimensions the research does back, read once and used to shape the plan.
- How far you got last time It picks up mid-thought. The tutor knows what you said, what you struggled with, and what it asked you to try.
- Which tutor suits the moment Twelve of them, each for a different kind of thinking. The one who walks you through a first idea is not the one who stress-tests it.
See how you learn, free. Eight questions, no sign-up. A directional taster; the diagnostic inside Zavmo goes deeper and keeps adapting.
Why it sticks
Most courses stop at remembering
There’s a well-known ladder of how deeply you learn something, called Bloom’s Taxonomy. Most courses get you up the first two rungs: you remember some facts, you pass a test, you forget it. Real skill lives at the top. Judging, deciding, creating. And this isn’t a generic ladder: every rung has a named Zavmo tutor who walks you up it.
- 6CreateThe Creative Catalyst
- 5EvaluateThe Evidence Evaluator
- 4AnalyseThe Analyst
- 3ApplyThe Coach
- 2UnderstandThe Connector
- 1RememberThe Builder
Where most courses leave you Where Zavmo takes you
The value
Why the companion is worth £70 a month
You’re not paying for the units. They’re regulated, and the same wherever you earn them. You’re paying for the one thing that decides whether you actually get there: a companion that makes them stick, on your real work.
That is one-to-one on this qualification, every day, on the work you already do, for £70 a month. Your first module is free, so you can see the teaching before you pay for any of it. Billed monthly, cancel any time and billing stops.
Earned on your own work, taught to the top.
Everything you just read, learned one-to-one on the job you already do. Your first module is free, so you can see the teaching before you pay for any of it.
Build my plan, freeNo card. See how this qualification maps onto your role and meet the tutors who’d teach it, free. The learning begins when you subscribe. It’s £70 a month, billed monthly. Cancel any time and billing stops.