Step Up 2 Success (SU2S)

SU2S is a new scheme at the Academy where we employ school leavers for 14 weeks and link them with employers whilst they gain a recognised qualification in Customer Service as well as undertaking 1 day courses in First Aid and Heath & Safety.

The objective is to provide you with the opportunity to gain qualifications, real-time work experience with a genuine opportunity to gain long term employment.

Course Outline

Qualification: City and Guilds Customer Service

Duration: 14 Weeks

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.
A work placement is required (which the Academy of Training will secure) and learners will be supported by their employer.
The employer will allow you to attend the weekly classroom-based activities and learning sessions provided by the Academy. These provide the opportunity to develop knowledge-based skills.

WHAT YOU WILL LEARN LEVEL 2:

The importance of giving a positive impression of yourself and the organisation
How to give good customer service
How to recognise diversity when delivering customer service
The importance of delivering reliable Customer Service
How to develop customer relationships
How to deliver customer service within the rules
How to recognise and deal with customer queries, requests and problems
How to monitor personal performance through Customer Service

There will also be a chance to gain a certificate in Emergency First Aid and Health & Safety

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.