Candidates who regularly assist customers either face to face, via e-mail or phone to ensure customers are dealt with in a positive, reliable and pleasant way – whether that’s by offering advice, answering questions or handling complaints will benefit from undertaking this Diploma. Customers can include internal, as well as external customers and suitable job roles / sectors can vary and include Public Services, Retail, Financial services, Contact Centres, Hospitality, or Sport and Recreation.
This programme teaches candidates the skills to provide excellent customer service by imparting the knowledge required to make a customer’s experience better. Learners will understand the need for clear and up-to-date knowledge of the organisation’s products and services and will build confidence to communicate with all sorts of people and to deal with difficult situations.
Candidates will be allocated an individual assessor who will visit the workplace once every 3 - 4 weeks. They will use a variety of different assessment methods to demonstrate competence within the diploma ranging from observations, work products, witness statements, professional discussions, question and answers and workbooks. In addition learners will be given underpinning knowledge within the Customer Service role and on completion of the test will gain the Technical Certificate Qualification.
As part of the Customer Service Apprenticeship Diploma programme every learner will be able to complete their Key Skills certificates. These are practical skills in Communication and Application of Number that all individuals need to operate confidently, effectively and independently in life and at work. The Key Skills awards give learners the opportunity to develop, practice and apply skills in meaningful workplace contexts and upon completion of the tests and a portfolio will complete the Key Skills qualifications.
To achieve the Diploma, learners must gain 28 credits of which 8 credits must come from the mandatory units. Learners can choose to gain some credits from Level 3 units. It will take up to 12 months to complete the Customer Service Level 2 Apprenticeship Diploma.
The mandatory units cover Communication and following the Rules of Customer Service. In addition Candidates will be able to choose from a wide variety of optional units and will be guided by the assessor to opt for those most relevant to their job role and current organisational needs. Themes for the Optional Units cover; Impression and Image, Service Delivery, Handling Problems and Development and Improvement.
The Qualification is made up of Mandatory and optional units, in order to determine which optional units are most appropriate for you a 'Skills Scan' should be completed before your initial assessment with your training advisor so that you are able to discuss your choices in detail.
To achieve the Level 2 Certificate in Customer Service learners must gain a minimum of 28 credits, 15 of these credits must be achieved at Level 2.
Below is the basic structure of the course.
Group A - 2 Mandatory Units with a combined total of 8 credits
Unit 101 - Communicate using Customer Service Language (Level 1)
Unit 201 - Follow the Rules to Deliver Customer Service (Level 2)
20 Credits must be achieved by completing a minimum of one Unit from each optional Group.
The Optional Groups and examples of some of the Units are listed below.
Unit 202 - Communicate Effectively with Customers
Unit 203 - Give Customers a Positive Impression of yourself and Your Organisation
Unit 216 - Use Questioning Techniques when Delivering Customer Service
Unit 217 - Deal with Customers using Bespoke Software
Unit 218 - Maintain Customers Service Through effective Hand Over
Unit 219 - Resolve Customer Service Problems
Unit 220 - Deliver Customer Service to Difficult Customers
Unit 221 - Develop Customer Relationships
Unit 222 - Support Customer Service Improvements
If you are an employer or learner wanting more information regarding this or any other of our apprenticeship courses please call Eni on 0151 203 2486 or email This e-mail address is being protected from spambots. You need JavaScript enabled to view it. and she will arrange for an Account Manager to discuss your options with you. Don’t delay as at present we can potentially offer these fully funded.
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