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Customer Service Advanced Apprenticeship - NVQ at ITS Training Services

Course description

ITS Training Services is a provider of training and consultancy to the international shipping and logistics industry. This includes not only companies directly involved in shipping and freight forwarding but also manufacturing and retail organisations that export and import products.
Suffolk, with its proximity to international ports, provides exceptional career opportunities in the shipping and logistics sector. With both large international companies and smaller local businesses offering employment, a young person starting out in this industry can see a clear pathway to success. Based in Felixstowe and offering training throughout the UK, ITS has developed a reputation for providing high quality specialist training and development for this international shipping, logistics and import/export industry sector.

Training is available at all levels, from new entrants to the industry, who can take up Apprenticeships and Advanced Apprenticeships, to senior managers who require an update on current practice and legislation.

Course content

NVQ MANDATORY UNITS Understand customer service to improve service delivery

Know the rules to follow when developing customer service

OPTIONAL UNITS - Six units to be completed - at least one from each theme.

Impression and Image Theme. 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 too. Organise the promotion of services or products to customers

Delivery Theme- Deliver customer service on your customer's premises. Recognise diversity when delivering customer service. Deliver customer service using service partnerships. Organise the delivery of reliable customer service. Improve the customer relationship

Handling Problems -Theme Monitor and solve customer service problem. Apply risk assessment to customer service. Process customer service complaints

Development and Improvement Theme 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. Key Skills Application of Number Level 2Communication Level 12
Technical Certificates
Certificate in Customer Service

Entry requirements

This course is designed for students who are employed and involved within a Customer Service environment. It is suitable for students who have experience of working at a hands-on or supervisory level and who have the opportunity to demonstrate they can carry out duties in the workplace in the units specified above. This course is suitable for students who have not studied before, or who may have studied a long time ago. We should like to encourage students from as wide a range of backgrounds as possible to study with us. If you have any queries, please seek advice from the training support team on 01394 458505 or via e-mail:

How to apply

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

Last updated date: 20 May 2014
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