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Customer Service Advanced Apprenticeship at Protocol Skills

Course description

Our customer service qualifications are designed for learners dealing with customers on a daily basis. Providing exceptional customer service, whether face-to-face or over the telephone is essential in today's competitive marketplace, and the skills learnt whilst completing the qualifcaition can be applied across multiple sectors; from retail to financial services.

Course content

What does it comprise of?

The unit headings are:

Mandatory Units - Level 3

Understand customer service to improve service delivery

Know the rules to follow when developing customer service ptiona l units Level 3

6 optional units Level 3

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

Theme - Delivery

Deliver customer service on your customer's premises

Recognise diversity when delivering customer service

Deliver customer service using service partnerships

Entry requirements

Eligibility criteria apply, please contact us for more information.


Each of the units is made up from specific elements applicable to a Customer Service role, and assessment takes place through evaluation of workplace performance, presenting evidence, witness testimony and questioning. A portfolio of evidence is produced which demonstrates that the candidate can perform to the level described. All participants will have a Training Assessor who will help assemble the portfolio and prepare for assessment.

Future opportunities

Recruitment takes place via the Training Provider or the employer by means of a selection process. Candidates will be required to attend an interview along with other applicants. Connexions hold information on current Advanced Apprenticeship vacancies or go to and apply direct through the Apprenticeship Vacancy Matching Service which will be available to you.

Further information

If you would like advice on NVQ's and Apprenticeship programmes, methods of delivery and eligibility for funding please contact us to a Protocol Skills advisor. Call us on

0845 071 9011, email us at or visit

How to apply

If you want to apply for this course, you will need to contact Protocol Skills directly.

Last updated date: 21 October 2014
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Key information

  • Start date: Unknown
  • Duration: 18 Months