| Customer Services |
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CUSTOMER SERVICE APPRENTICESHIP
Framework 4 from 01/08/06
To complete this apprenticeship the following are required:
· An NVQ portfolio which requires completion of 2 mandatory units & 5 optional units (at least 1 from each theme)
|
Unit No. |
Mandatory Units |
|
01 |
Prepare yourself to deliver good customer service |
|
05 |
Provide Customer Service within the rules |
|
Unit No. |
Group B Optional - Impression and Image Theme |
|
09 |
Give Customers a Positive Impression of Yourself and Your Organisation |
|
10 |
Promote Additional Services or products to Customers |
|
11 |
Process Customer Service Information |
|
12 |
Live up to the Customer Service Promise |
|
13 |
Make Customer Service Personal |
|
14 |
Go the Extra Mile in Customer Service |
|
15 |
Deal with Customers in Writing or using ICT |
|
16 |
Deal with Customers Face to Face |
|
17 |
Deal with Customers on the Telephone |
|
Unit No. |
Group C Optional – Delivery Theme |
|
21 |
Deliver Reliable Customer Service |
|
22 |
Deliver Customer Service on your Customer’s Premises |
|
23 |
Recognise Diversity when Delivering Customer Service |
|
Unit No. |
Group D Optional – Handling Problems Theme |
|
06 |
Recognise and Deal with Customer Queries, Requests and Problems |
|
31 |
Resolve Customer Service Problems |
|
Unit No. |
Group E Optional – Development and Improvement Theme |
|
36 |
Develop Customer Relationships |
|
37 |
Support Customer Service Improvements |
|
38 |
Develop Personal Performance through Delivering Customer Service |
· Key Skills to the following levels
|
Key Skills Title |
Level |
|
Application of Number |
1 |
|
Communication |
1 |
· Level 2 Customer Service Technical Certificate
· Employment Responsibilities & Rights Workbook
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