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Customer Service Apprenticeship Level 2 at Skills Team

Course description

The Skills Team Customer Service programme has a flexible structure tailored to individual needs allowing candidates to learn the key principles of customer service in interactive group sessions and then be assessed on their individual competency as they apply the skills learned in their specific job role.

The Customer Service Apprenticeship programme is a valuable combination of training, skills development and applied workplace learning leading to an OCR Level 2 Diploma in Customer Service, plus business skills in English and Maths at the appropriate level.

The programme is aimed at individuals who have to deliver a continuously improving service to customers, but who may not always have the responsibility or autonomy to bring about permanent improvements themselves. They will be new to their role or require a significant level of upskillsing.

Course content

Subjects that will be covered in the tutor led classroom sessions include:

Who are your customers
Induction session, knowing your customers your organisation and yourself.


The legal elements
Rights and responsibilities for your customer and employer plus speaking and listening assessment.

Communication skills
Communication in a customer service a environment and writing test.

The difficult customer
Delighting the customer, dealing with complaints and difficult customers, reading test.

Customer expectations
Understanding customer service. and setting customer expectations.

Other core skills
Business maths and maths test, customer service team challenge.

How to apply

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

Last updated date: 10 August 2015
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