Customer Service Apprenticeship at Protocol Skills
Our customer service qualifications are designed for learners dealing with customers on a daily basis. Providing exceptional customer service, whether face-to-face or over the telephone is essential in today's competitive marketplace, and the skills learnt whilst completing the qualifcaition can be applied across multiple sectors; from retail to financial services.
What does it comprise of?
Each of our vocational qualifications are designed for work-based learning which provides flexible training so very little time is needed away from the workplace. The Level 2 NVQ comprises of 2 mandatory and 5 optional units to be completed. If taken as part of an Apprenticeship, this will also incorporate Key Skills and Technical Certificates.
The unit headings are:
Mandatory Units - Level 2
Prepare yourself to deliver good customer service
Provide customer service within the rules
5 optional units - Level 2 (a learner will need to complete a minimum of one unit from each theme)
Theme - Impression and image
Give customers a positive impression of yourself and your organisation
Promote additional products and services to customers
Process customer service information
Live up to the customer service promise
Make customer service personal
Go the extra mile in customer service
Deal with customers in writing or using ICT
Deal with customers face to face
Deal with customers by telephone
Theme - Delivery
Deliver reliable customer service
Deliver customer service on your customer's premises
Recognise diversity when delivering customer service
Theme - Handling problems
Recognise and deal with customer queries, requests and problems
Resolve customer service problems
Theme - Development and improvement
Develop customer relationships
Support customer service improvements
Develop personal performance through delivering customer service
Eligibility criteria apply, please contact us for more information.
Each of the units is made up from specific elements applicable to a Customer Service role, and assessment takes place through evaluation of workplace performance, presenting evidence, witness testimony and questioning. A portfolio of evidence is produced which demonstrates that the candidate can perform to the level described. All participants will have a Training Assessor who will help assemble the portfolio and prepare for assessment.
Candidates often progress from Level 2 to Level 3 or to a management qualification.
How to apply
If you want to apply for this course, you will need to contact Protocol Skills directly.