customer service training - apprenticeship

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customer service training - apprenticeship - overview

Title	Apprenticeship in Customer Service
Level	2
Equivalent	Five GCSE’s A-G
Duration	6-12 Months
Suitable for	Customer focused roles
Locations	All sales, service and entertainment locations
Awarding Body	City & Guilds
Sector Skills Council	Institute of Customer Service
Careers	Sales, Service and Enterntainment
Start Date	Flexible around the needs of the business
Funding	Apprenticeships, Train to Gain

customer service training - apprenticeship - framework components

nvq level 2 in customer service

Mandatory Units

The NVQ consists of the following 2 mandatory units:

Prepare yourself to deliver good customer service
Provide customer service within the rules

Optional Units

And 5 of the following optional units from the themes below, including at least 1 unit from each theme.

Impression and Image

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
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 promise

Delivery

Deliver customer service on your customers' premises
Deliver reliable customer service
Recognise diversity when delivering customer service

Handling Problems

Resolve customer service problems
Recognise and deal with customer queries, requests and problems

Development and Improvement

Develop personal performance through delivering customer service
Develop customer relationships
Support customer service improvements

key skills

The Key Skills required for this framework are:

Application of Number Level 1
Communication Level 1

technical certificate - level 2 certificate in customer service

The Technical Certificate consists of the following elements