Who is it for?
If you are the type of person who likes to solve people's problems, deal with their issues and put their minds at ease then you could consider doing a qualification in Customer Service.
Customer Service is all about making people feel valued and, at times when they don't, reassuring them with a positive attitude that their problem will be solved. There are opportunities for Customer Service staff in all sorts of organizations, so you could do your Apprenticeship anywhere from a Large retail shop to a bank, from a ticket office to a hotel.
This Apprenticeship teaches you the skills to provide excellent customer service, and can be applied to hundreds of job roles across many different sectors, from government to telecommunications. However, most customer service apprentices work in retail, financial services, call centres, hospitality, or sport and recreation.
Good customer service is key to the success of any business or organisation. Itís one of those useful skills thatís found all over the place and covers all the extras that make a customerís experience better.
As a customer service apprentice, youíll probably work at the front end of an employerís business activities and regularly handling customers with inquiries and complaints. Duties will vary between sectors, but in most cases youíll be making sure that customers are dealt with in a positive, reliable and pleasant way by offering advice, answering questions or assisting complaints.
To properly assist customers, youíll need clear and up-to-date knowledge of your organisationís products and services. Youíll also need to be able to communicate with all sorts of people.Future job prospects
- Customer Relationship Manager
- Customer Support Agent
- Customer Support Officer
- Customer Service Executive Officer
- Customer Service Delivery Co-ordinator
- Customer Service Operator
- Customer Service Team Leader
- Customer Service Supervisor
- Customer Service Manager
- Senior Customer Service Advisor
- Customer Relations Officer
As a Customer Service Apprentice you'll gain useful skills to resolve all sorts of customer issues. a good customer service agent is not only an asset to an employer, but you'll the face or voice that the customers remember.
Some of the things you might do include: dealing with customer enquiries, selling goods and services, solving customer complaints, advising on products, customer promotions and events, and improving communications.Course content
There are a vast range of units to choose from. You will need to complete 5 optional units one unit from each theme in addition to the 2 mandatory units for a full NVQ.Mandatory units:
- Prepare yourself to deliver good customer service
- Provide customer services within the rules
Qualification delivery and assessment
- 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
- Theme: Delivery
- Deliver reliable customer service
- Deliver customer service on your customerís 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
There will be continuous assessments, carried out for the most part, in the workplace. The types of assessments used for an NVQ are observation, work based evidence, witness testimonies, professional discussions, personal statement and questioning.Progression opportunities
Customer Service NVQ Level 3. A maximum of three units from Customer Services Level 2 can be claimed towards a Level 3 qualification.