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Customer Service Apprenticeship at Protocol Skills

Course description

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.

Course content

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

Entry requirements

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.

Future opportunities

Candidates often progress from Level 2 to Level 3 or to a management qualification.

Further information

If you would like advice on NVQ's and Apprenticeship programmes, methods of delivery and eligibility for funding please contact us to a Protocol Skills advisor. Call us on

0845 071 9011, email us at or visit

How to apply

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

Last updated date: 21 October 2014
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Key information

  • Start date: Unknown
  • Duration: 12 Months