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Customer Service - Advanced Apprenticeship at Jobwise Training

Course description

This Apprenticeship teaches you the skills to provide excellent customer service, and 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. Good customer service is key to the success of any business or organisation. It’s one of those useful skills that’s found all over the place and covers all the extras that make a customer’s experience better. As a customer service apprentice, you’ll probably work at the front end of an employer’s business activities and regularly assist customers. Duties will vary between sectors, but in most cases you’ll be making sure that customers are dealt with in a positive, reliable and pleasant way – whether that’s by offering advice, answering questions or handling complaints. To properly assist customers, you’ll need clear and up-to-date knowledge of your organisation’s products and services. You’ll also need to be able to communicate with all sorts of people. 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. NVQ Level 3 in Customer Service NVQ Level 3 in Customer Service is designed for staff who are responsible for delivering customer service, but who also have to monitor and develop the quality of customer service given, and who may also be in charge of their own department or team. To achieve the whole qualification, you must complete two mandatory units plus 6 optional units, at least one from each theme. Mandatory units * Understand customer service to improve customer delivery * Know the rules to follow when developing customer service Optional units Theme: Impression and image * Make customer service personal * Go the extra mile in customer service * Deal with customers in writing or ICT * Use customer service as a competitive tool * Organise the promotion of services or products to customers Theme: Delivery * Deliver customer service on your customers premises * Recognising 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 * 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 team to improve customer service * Gather, analyse and interpret customer feedback

Entry requirements

Must be employed in a suitable role.

Further information

To find out more about this course, contact us, ask your Connexions Personal Adviser or your school/college careers staff.

How to apply

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

Last updated date: 20 May 2014
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