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Customer Service Advanced Apprenticeship - NVQ at WS Training

Course content

To complete this apprenticeship the following are required:

An NVQ portfolio which requires completion of 2 mandatory units & 6 optional units (at least 1 from each theme)

Unit No.

Mandatory Units

07

Understand Customer Service to Improve Service Delivery

08

Know the Rules to Follow When Developing Customer Service

Unit No.

Group B Optional - Impression and Image Theme

13

Make Customer Service Personal

14

Go the Extra Mile in Customer Service

15

Deal with Customers in Writing or Using IT

18

Use Customer Service as a Competitive Tool

19

Organise the Promotion of Services or Products to Customers

Unit No.

Group C Optional - Delivery Theme

22

Deliver Customer Service on your Customer's Premises

23

Recognise Diversity when Delivering Customer Service

24

Deliver Customer Service using Customer Partnerships

25

Organise the Delivery of Good Customer Service

26

Improve the Customer Relationship

Unit No.

Group D Optional - Handling Problems Theme

32

Monitor and Solve Customer Service Problems

33

Apply Risk Assessment to Customer Service

34

Process Customer Service Complaints

Unit No.

Group E Optional - Development and Improvement Theme

39

Work with Others to Improve Customer Service

40

Promote Continuous Improvement in Customer Service

41

Develop Your Own and Others Customer Service Skills

42

Lead a Team to Improve Customer Service

43

Gather, Analyse and Interpret Customer Feedback

Key Skills to the following levels

Key Skills Title

Level

Application of Number

2

Communication

2

Level 3 Customer Service Technical Certificate

Employment Responsibilities & Rights Workbook

How to apply

If you want to apply for this course, you will need to contact WS Training directly.

Last updated date: 20 May 2014
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