Customer Service | Academy of Training, Plymouth, Devon

Customer Service

QUALIFICATION: City and Guilds NVQ Level 2 and Level 3

DURATION: The anticipated duration of this course will vary between 6 - 12 for Level 2, and 12 - 15 months for Level 3.

LEVEL 2

AIM OF COURSE LEVEL 2: To equip the learner with the necessary skills and knowledge to raise their awareness of the importance of positive customer service and the promotion of customer satisfaction; to identify and support improvements in Customer service

ENTRY AND OTHER REQUIREMENTS LEVEL 2:

There are no formal entry requirements for this course and all learners are subject to an initial assessment and skill scan.
Learners are expected to possess good communication skills.
Learners should be literate and numerate and demonstrate an ability to work as part of a team.
A work placement is required (which the Academy of Training will help secure) and learners will be supported by their employer.
The employer should allow you to attend all classroom-based activities and learning sessions provided by the Academy. These provide the opportunity to develop knowledge-based skills.
The employer will be actively involved with planning the ongoing training and support necessary for the learner to achieve the qualification.

WHAT YOU WILL LEARN LEVEL 2:

The importance of giving a positive impression of yourself and the organisation
The importance of delivering reliable customer service
How to develop customer relationships
How to resolve customer service problems effectively

LEVEL 3

AIM OF COURSE LEVEL 3: To equip the learner with the necessary knowledge and practical skills required to work with the minimum of supervision in a customer service environment; to encourage learners to use their initiative to identify and complete advanced Customer Service skills

ENTRY AND OTHER REQUIREMENTS LEVEL 3:

Entry to this programme will depend on experience and previous qualifications, preferably Customer Service Level 2. Learners are expected to possess good communications skills.
Learners should be literate and numerate and demonstrate an ability to work as part of a team.
You will need to be employed at the appropriate level.
The employer should allow you to attend all classroom-based activities and learning sessions provided by the Academy. These provide the opportunity to develop knowledge-based skills.
The employer will be actively involved with planning the ongoing training and support necessary for the learner to achieve the qualification.

WHAT YOU WILL LEARN LEVEL 3:

To work independently and relate to customers
The necessary skills for planning, organising and improving your work
To communicate effectively using the telephone and ICT skills
Deal with customer either face to face or over the telephone
How to deal with and resolve customer procedures
General and advanced customer service duties

DELIVERY:

Flexible teaching and learning programmes designed to suit individual and business needs.

On and off job training and assessment.

ASSESSMENT:

Assessment is by observation of the learner on the job, by portfolio monitoring and by both oral and written questioning. There is a multiple choice test for the technical certificate.