Customer Service Level Two

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The Customer Service Apprenticeship provides candidates with the skills and knowledge they need to enhance their work-based skills and to forward their career in Customer Service skills. It provides them with an overall awareness of Customer Service as well as giving them the opportunity to achieve a nationally recognised qualification. Over recent years, there has been a significant growth in such jobs, and such careers, in all industry sectors. This growth promoted the Customer Service Lead Body's initial research into the need for, and subsequent development of the NVQ in Customer Service. Since the original development of the Customer Service standard, the number of jobs has grown further and a high demand for an advanced Modern Apprenticeship in Customer has been identified.

To achieve a full certificate in Customer Service, you are required to complete the 2 mandatory units and 5 optional units (at least one from each theme).

MANDATORY UNITS

Theme: Customer Service Foundations

UNIT 1: Prepare yourself to deliver good customer service

UNIT 5: Provide customer service within the rules

OPTIONAL UNITS

Theme: Impression & Image

UNIT 9: Give customers a positive impression of your organisation

UNIT 10: Promote additional service or products to customers

UNIT 11: Process customer service information

UNIT 12: Live up to the customer service promise

UNIT 13: Make customer service personal

UNIT 14: Go the extra mile in customer service

UNIT 15: Deal with customers in writing or using ICT

UNIT 16: Deal with customers face to face

UNIT 17: Deal with customers by telephone

Theme: Delivery

UNIT 21: Deliver reliable customer service

UNIT 22: Deliver customer service on your customer's premises

UNIT 23: Recognise diversity when delivering customer service

Theme: Handling Problems

UNIT 6: Recognise and deal with customer queries, requests & problems

UNIT 31: Resolve customer service problems

Theme: Development & Improvement

UNIT 36: Develop customer relationships

UNIT 37: Support customer service improvements

UNIT 38: Develop personal performance through delivering customer service

KEY SKILLS

Key Skills were introduced into the NVQ framework as recent surveys showed that these were vital skills needed within the workforce. Each Key Skill is incorporated into both Level 2 & 3 and are in the following areas: -

TECHNICAL CERTIFICATES

Unit 1: Deliver Customer Service
Unit 2: Provide Customer Service within the rules