Customer Service Level 2. Description

Transcription

1 Customer Service Level 2 Description Apprenticeships are nationally designed training programmes free for anybody aged 16 years + that have left education or are already in employment. They offer the opportunity to start a career through a combination of learning and work experience. Enthusiasm and a willingness to learn are critical, although full initial assessments and diagnostics are undertaken. Entry Requirements All candidates that apply for an apprenticeship programme are required to sit a Literacy and Numeracy online assessment. These assessments determine your suitability for the programme. Previous qualifications, experience and attitude are all factors that also contribute towards gaining an Apprenticeship. Course length A level 2 Apprenticeship in Customer Service will take 14 months to complete What will I study? To achieve a level 2 Certificate in Customer Service, you must complete a minimum of 28 credits, of which 8 credits must be completed from the mandatory units, and a further 20 credits must be achieved by completing a minimum of one unit from each Optional Group of which a minimum of 11 credits must be achieved at level 2. Mandatory Units F1 Communicate using customer service language F2 Follow the rules to deliver customer service Optional units A1 Maintain a positive and customer friendly attitude A2 Adapt behaviour to give a good customer service impression A3 Communicate effectively with customers A4 Give customers a positive impression of yourself and your organisation A5 Promote additional services or products to customers A6 Process information about customers A7 Live up to the customer service promise A8 Make customer service personal A9 Go the extra mile in customer service A10 Deal with customers face to face A11 Deal with incoming telephone calls from customers A12 Make telephone calls to customers A13 Deal with customers in writing or electronically A14 Use customer service as a competitive tool A15 Organise the promotion of additional services or products to customers

2 A16 Build customer service knowledge set Group C Delivery B1 B2 B3 B4 B5 B6 B7 B8 B9 B10 B11 Do you job in a customer friendly way Deliver reliable customer service Deliver customer service on your customer s premises Recognise diversity when delivering customer service Deal with customers across language divide Use questioning techniques when delivering customer service Deal with customers using bespoke software Maintain customer service through effective handover Deliver customer service using service partnerships Organise the delivery of reliable customer service Improve the customer relationship Group D Handling problems C1 C2 C3 C4 C5 C6 C7 Recognise and deal with customer queries, requests and problems Take details of customer service problems Resolve customer service problems Deliver customer service to difficult customers Monitor and solve customer service problems Apply risk assessment to customer service Process customer service complaints Group E Development and Improvement D1 D2 D3 D4 D5 D6 D7 D8 D9 D10 D11 D12 D13 Develop customer relationships Support customer improvements Develop personal performance through delivering customer service Support customers using online customer services Buddy a colleague to develop their customer service skills Develop your own customer service skills through self study Support customers using self - service technology Work with others to improve customer service Promote continuous improvement Develop your own and other s customer service skills Lead a team to improve customer service Gather, analyse and interpret customer feedback Monitor the quality of customer service transactions

3 Employer Rights & Responsibilities It is important that as an apprentice you are aware of the following issues in regarding your employment. The below will all be covered in a unit in the first 6 months of being an apprentice. Employment law and other legislation Contract of employment Sources of information on employment issues Industry knowledge Possible career paths Representative bodies Sources of information on chosen industry Codes of practices Public concern Functional Skills All Apprenticeships now require you to achieve qualifications in Functional Skills (instead of Key Skills). These will be at level 1 or 2 depending on the Apprenticeship scheme you are taking. Functional Skills are available in Mathematics, English and ICT and these will build on the skills you have developed previously. Assessments will be done by external set examinations and opportunities to take these will be available at regular intervals throughout your Apprenticeship. How will I learn? Candidates will be expected to attend college once a week to complete their technical certificate. Your trainer will then visit you on a regular basis in your workplace to help you complete your Apprenticeship programme. You will be expected to keep a portfolio of any evidence you collect throughout your training. An individual learning plan will guide you through the units with support and feedback from your trainer. Action plans will also be drawn up to advise you on what type of evidence to collect. Where could it lead? Advanced Apprenticeship in Customer Service Apprenticeship Department Call Text APPHELP to apprenticeships@stephensoncoll.ac.uk

4 Customer Service Level 3 Description Apprenticeships are nationally designed training programmes free for anybody aged 16 years + that have left education or are already in employment. They offer the opportunity to start a career through a combination of learning and work experience. Enthusiasm and a willingness to learn are critical, although full initial assessments and diagnostics are undertaken. Entry Requirements All candidates that apply for an apprenticeship programme are required to sit a Literacy and Numeracy online assessment. These assessments determine your suitability for the programme. Previous qualifications, experience and attitude are all factors that also contribute towards gaining an Apprenticeship. A level 2 qualification must be undertaken prior to starting level 3. Course length An Advanced Apprenticeship in Customer Service will take 15 months to complete What will I study? NVQ level 3 in Customer Service Mandatory Units F3 Demonstrate understanding of customer service F4 Demonstrate understanding of rules that impact on improvements in customer service Optional units will be discussed with your trainer. Optional units Impression and design A3 A4 A5 A6 A7 A8 A9 A10 A11 A12 A13 A14 A15 A16 A17 A18 Communicate effectively with customers Give customers a positive impression of yourself and your organisation Promote additional services or products to your customers Process information about customers Live up to the customer service promise Make customer service personal Go the extra mile in customer service Deal with customers face to face Deal with incoming telephone calls from customers Make telephone calls to customers Deal with customers in writing or electronically Use customer service as a competitive tool Organise the promotion of additional services or products to customers Build customer service knowledge set Champion customer service Make customer environmentally friendly and sustainable

5 Delivery B1 B2 B3 B4 B5 B6 B7 B8 B9 B10 B11 B12 B13 B14 B15 B16 Do your job in a customer friendly way Deliver reliable customer service Deliver customer service on your customer s premises Recognise diversity when delivering customer service Deal with customers across language divide Use questioning techniques when delivering customer service Deal with customers using bespoke software Maintain customer service through effective handover Deliver customer service using service partnerships Organise the delivery of reliable customer service Improve the customer relationship Maintain and develop a healthy and safe customer service environment Plan, organise and control customer service operations Review the quality of customer service Build and maintain effective customer relations Deliver seamless customer service with a team Handling problems C3 C4 C5 C6 C7 C8 Resolve customer service problems Deliver customer service to difficult customers Monitor and solve customer service problems Apply risk assessment to customer service Process customer service complaints Handle referred customer complaints Development and improvement D1 D2 D3 D4 D5 D6 D7 D8 D9 D10 D11 D12 D13 D14 D15 D16 D17 D18 Develop customer relationships Support customer service improvements Develop personal performance through delivering customer service Support customers using online customer service Buddy a colleague to develop their customer service skills Develop your own customer service skills through self - study Support customers using self - service technology Work with others to improve customer service Promote continuous improvement Develop your own and other s customer service skills Lead a team to improve customer service Gather, analyse and interpret customer feedback Monitor the quality of customer service transactions Implement quality improvements to customer service Plan and organise the development of customer service staff Develop a customer service strategy for a part of an organisation Manage a customer service award programme Apply technology or other resources to improve customer service

6 D19 D20 Review and re-engineer customer service processes Manage customer service performance Employer Rights & Responsibilities It is important that as an apprentice you are aware of the following issues in regarding your employment. The below will all be covered in a unit in the first 6 months of being an apprentice. Employment law and other legislation Contract of employment Sources of information on employment issues Industry knowledge Possible career paths Representative bodies Sources of information on chosen industry Codes of practices Public concern Functional Skills All Apprenticeships now require you to achieve qualifications in Functional Skills (instead of Key Skills). These will be at level 1 or 2 depending on the Apprenticeship scheme you are taking. Functional Skills are available in Mathematics, English and ICT and these will build on the skills you have developed previously. Assessments will be done by external set examinations and opportunities to take these will be available at regular intervals throughout your Apprenticeship. How will I learn? Candidates will be expected to attend college once a week to complete their technical certificate. Your trainer will then visit you on a regular basis in your workplace to help you complete your Apprenticeship programme. You will be expected to keep a portfolio of any evidence you collect throughout your training. An individual learning plan will guide you through the units with support and feedback from your trainer. Action plans will also be drawn up to advise you on what type of evidence to collect. Where could it lead? Foundation degree in Business Apprenticeship Department Call Text APPHELP to apprenticeships@stephensoncoll.ac.uk