Customer Service Apprenticeship Level 2

Expected Completion Time 16-20 Months

Components

NVQ: 7 Units (2 Mandatory and 5 Optional)

Technical Certificate: 3 Units

Key Skills: Apllication of Numbers Level 1 and Communication Level 1

Employment Rights and Responsibilities Workbook

Detailed Outline

Mandatory

Unit 1 Preepare yourself to deliver good customer service

Uni9t 5 Provide customer service within the rules

Optional

Unit 6 Recognise and deal with customer queries, requests and complaints

Unit 9 Give customers a positive impression of yourself and your organisation

Unit 10 Promote additional products or services

Unit 11 Process customer service information

Unit 12 Live up to the customers service promise

Unit 13 Make customer servive personal

Unit 14 Go the extra mile in customer service

Unit 15 Deal with customers in writing or ICT

Unit 16 Deal with customersw face to face

Unit 17 Deal with customers by telephone

Unit 21 Deliver reliable customer service

|Unit 22 Deliver customer service on the customer's premises

Unit 23 Recognise dsiversity when delivfering customer service

Unit 31 Resolve customer service problems

Unit 36 Develop customer relationships

Unit 37 Support customer service improvements

Unit 38 Develop personal performance through delivering customer service

Assessment Strategy

The NVQ is assessed through observation, product evidence and witness testimonies. The Technical Certificate is 3 assignments and multiple choice tests. Key Skills are assessed through multiple choice tests and written assignments

Progression

Level 2 Team Leader, Level 2 Advice and Guidance or Level 3 Customer Service.