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Customer Service Intermediate Apprenticeship - level 2 at Dudley College

Course description

The aim of this apprenticeship is to provide apprentices within a customer service environment the concepts of customer service and how to apply customer service knowledge and skills in the workplace. These .skills could involve communicating with customers, building relationships with customers, resolving problems, promoting products and/or services, using appropriate communication channels, keeping records, gathering customer feedback and working in a team.

Course content

Delivered as an apprenticeship framework, learners will achieve a Level 2 Diploma in Customer Service, any learner who does not currently hold a GCSE/O level grade A-D in English, ICT and maths learners will undertake an equivalent Level 1 Functional Skills qualification.
The course content is tailor made to the needs of the apprentice and the employer, but will contain elements such as:
Communicating effectively with customers face to face, in writing, or by telephone,
resolving problems and improving customer relations,
promoting products and services,
keeping records,
gathering customer feedback,
working in a team,
developing complementary technical skills according to job role.
There is no requirement for day release to college. The qualifications are delivered entirely within the workplace through workplace visits every 4 - 6 weeks. Assessors visit the learner in the place of work to conduct observations of working practices and deliver any training required with the agreement of the employer.

Entry requirements

Construction Contracting Operations Advanced Apprenticeship – Level 3


Learners will develop a portfolio of work-based evidence to satisfy their Level 2 Diploma.
Multiple-choice exams
Assessments in the work place
Functional skills are achieved by external testing

Future opportunities

Apprentices, with support and opportunities in the workplace, can progress onto:
the Level 3 Advanced Apprenticeship in Customer Service.

How to apply

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

Last updated date: 15 February 2017
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