customer service training - advanced apprenticeship

customer service training - advanced apprenticeship - overview

Title

Advanced Apprenticeship in Customer Service

Level

3

Equivalent

2 A Levels

Duration

12-18 Months

Suitable for

Managers/Supervisors in customer focused job roles

Locations

All sales, service and entertainment locations

Awarding Body

City & Guilds

Sector Skills Council

 Institute of Customer Service

Careers

Sales, Service and Entertainment Careers
Start Date

Flexible around the needs of the business
Funding

Apprenticeships, Train to Gain

customer service training - advanced apprenticeship - framework components

nvq level 3 in customer service

Mandatory Units

The NVQ consists of the following 2 mandatory units:

  • Understand customer service to improve service delivery
  • Know the rules to follow when developing customer service

Optional Units

And 6 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
  • Use customer service as a competitive tool
  • Organise the promotion of services or products to customers

Delivery

  • Deliver customer services on your customers' premises
  • Recognise diversity when delivery customer service
  • Deliver customer service using service partnerships
  • Organise the delivery of reliable customer service
  • Improve the customer relationship

Handling Problems

  • Monitor and solve customer service problems
  • Apply risk assessment to customer service
  • Process customer service complaints

Development and Improvement

  • Work with others to improve customer service problems
  • Promote continuous improvement in customer service
  • Develop your own and others' customer service skills
  • Lead a team to improve customer service
  • Gather, analyse and interpret customer feedback

key skills

The Key Skills required for this framework are:

  • Application of Number Level 1
  • Communication Level 1

technical certificate - level 3 certificate in customer service

The Technical Certificate consists of the following elements