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Customer Service Apprenticeship Level 3 at City College Plymouth

Course description

Satisfied customers are the goodwill ambassadors of any organisation. If they get good service they will buy again and tell all their friends. Dissatisfied customers don't buy again and tell all their friends, relatives a person at the bus stop - in fact anyone willing to listen - how bad a service they received. On our course you will perfect your skills to handle customers and deliver to them the first-class service that will have them lining up to be goodwill ambassadors for your business or organisation. Customers are essential to every business. No matter what the company offer, customer service is integral to ensure to ensure success and maximum productivity. Our Apprenticeship will help you develop some of your enormous untapped resources to help you feel motivated, confident and at ease in any service situation so you too can give of your best. As an apprentice, you will learn the skills to focus your attention on customers and solve problems and complaints whilst giving you the essential skills which you can take anywhere in life. 

Course content

You will complete six mandatory units - which are standard modules regardless of the business in which you work, which will include workbooks/ self-study regarding the principles and understanding of business:

  • Organise and deliver customer service.
  • Understand the customer service environment.
  • Understand customers and customer retention.
  • Resolve customers’ problems.
  • Principles of business.
  • Manage personal and professional development

In addition to these, you will choose units from a wide selection to fit around the job role you undertake, ensuring that you cover all of the criteria, whilst making sure you get the most from your training.

Functional skills - maths, English and ICT level 1 are studied, along with employment rights and responsibilities, and (PLTS) Personal Learning and Thinking Skills.

The course will also help develop independent enquiry, creative thinking, reflective thinking, team working, self-management and effective participation.

Entry requirements

All apprentices must complete initial assessments which cover Maths, English and ICT. These are to ensure that you meet the requirements of the course and to demonstrate your ability to complete the qualification. It will also help the College identify any areas of support you may need. You will be required to complete a vocational - a paper based assignment where you will answer a variety of admin and customer service related questions and demonstrate how you would react in certain situations. 


You will be required to complete Functional Skills exams for maths, English and ICT - however you may be exempt from Functional Skills depending on your existing qualification (you will be required to provide evidence). 

Future opportunities

On successful completion of the Advanced Apprenticeship, you may progress to higher level courses offered at the College. For example, foundation degrees or management qualifications. Level 4 Higher Apprenticeships in Business Management are currently in development. You could also progress on to employment opportunities in a vast range of organisations. 

How to apply

If you want to apply for this course, you will need to contact City College Plymouth directly.

Last updated date: 24 February 2016

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