Apply Now
The Customer Service Apprenticeship is delivered over approximately a 1 year period. You will attend college one day a month.
Good customer service is key to the success of any business or organisation. It is a key skill needed in all industries and covers all the extras to provide excellent customer service and enhance the customer’s experience.
To properly assist customers, you will need clear and up to date knowledge of your organisation’s products and services. You will also need to be able to communicate with all sorts of people at different levels.
You will learn the skills to provide excellent customer service that can be applied to hundreds of job roles across many different sectors, from government to telecommunications. However, most customer service apprentices work in retail, financial services, call centres, hospitality or sport and recreation.
Completing this Apprenticeship is a way of providing evidence of skills that will serve you well in virtually any industry – so it’s a very good way to move forward, even if you’re still undecided about your future career.
Job Roles: Customer Service Representative, Help Desk Technician, Administrator, Receptionist.
APPRENTICESHIP PROGRAMME
NVQ Level 2 – For learners new to this profession
Mandatory Units (both to be taken):
· Prepare yourself to deliver good customer service
· Provide customer service within the rules
5 Optional Units must then be taken:
|
Theme: Impression & Image (at least 1 from theme)
· Give customers a positive impression of yourself and your organisation |
|
· Promote additional services or products to customers |
|
· Process customer service information |
|
· Live up to the customer service personal |
|
· Make customer service personal |
|
· Go the extra mile in customer service |
|
· Deal with customers in writing or using ICT |
|
· Deal with customers face to face |
|
· Deal with customers by telephone |
Theme: Delivery (at least 1 from theme)
|
· Deliver reliable customer service |
|
· Deliver customer service on your customer’s premises |
|
· Recognise diversity when delivering customer service |
Theme: Handling problems (at least 1 from theme)
|
· Recognise and deal with customer queries, requests and problems
· Resolve customer problems
Theme: Development and improvement (at least 1 theme)
· Develop customer relationships
· Support customer service improvements
· Develop performance through delivering customer service |
Extras:
· Technical Certificate
· Induction Work Book
· Level 1 Key Skill in Communication
· Level 1 Key Skill in Application of Number
ADVANCED APPRENTICESHIP
NVQ Level 3 – For learners who are working as or aspiring to be a supervisor
Mandatory Units (both to be taken):
· Understand customer service to improve service delivery
· Know the rules to follow when developing customer service
5 Optional Units must then be taken:
Theme: Impression & Image (at least 1 from theme)
|
· Make customer service personal |
|
· Go the extra mile in customer service |
|
· Deal with customers in writing or using ICT |
|
· Use customer service as a competitive tool |
|
· Organise the promotion of services or products to customers
Theme: Delivery (at least 1 from theme)
· Deliver customer service on your customer’s premises
· Recognise diversity when delivering customer service
· Deliver customer service using service partnerships
· Organise the delivery of reliable customer service
· Improve the customer relationship
Theme: Handling problems (at least 1 from theme)
· Monitor and solve customer service problems
· Apply risk assessment to customer service
· Process customer service complaints
Theme: Development and Improvement
· Work with others to improve customer service
· Promote continuous improvement in customer service
· Develop your own and others’ customer service skills
· Lead a time to improve customer service
Extras:
· Induction Work Book
· Technical Certificate
· Level 2 Key Skill in Communication
· Level 2 Key Skill in Application of Number
Awarding Body: OCR
Please click here for a printable version
|