BTEC/NCFE Customer Service Level 2 & 3

Train for the future

BTEC

Inhouse

£ 0

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Description

  • Type

    BTEC

  • Level

    Beginner

  • Methodology

    Inhouse

  • Duration

    1 Year

  • Start date

    Different dates available

Overview
This course provides both the Apprentice and the Company with strong advantages in today's competitive market and current economic climate.
In today's society customers have expectation of high service levels and customer loyalty is becoming harder to secure.
Apprentices who have undertaken specific training in Customer Service skills, whether dealing with customers face to face, over the phone or to other internal colleagues, can help to provide a competitive edge to a business needs.

Important information

Government funding available

Facilities

Location

Start date

Inhouse

Start date

Different dates availableEnrolment now open

About this course

there will be a number mandatory Units to work through and also some that you will choose with your Assessor to do, the assessor will support you through the whole process and will visit you once a month to review work and gain evidence from you job role.

You could train in the role like

•Shop assistant
•Call Centre
•Hotel Worker
•Receptionist
•Customer Service Provider

16+

The Pearson BTEC Level 3 Diploma in Customer Service (QCF) is for learners who
work in, or who want to work in customer service roles such as.
Customer Service Supervisor Customer Relationship Manager
Customer Service Team leader Client Services Officer
Events Coordinator
The qualification gives learners the opportunity to:
● develop and demonstrate technical and wider sector-related knowledge to
underpin competence in the job roles stated above. This includes the principles,
and techniques for organising and delivering customer service, building and
maintaining relationships with customers and an understanding of the
legislation and regulations that governs the industry
● develop and demonstrate a range of technical skills and behaviours that
supports competence in the job roles stated above. This includes resolving
customer problems and complaints, communicating with customers, delivering
non-routine customer service and supporting improvements in customer service
● develop their own personal growth and engagement in learning through the
development of personal, learning and thinking skills (PLTS)
● have existing skills recognised
● achieve a nationally-recognised Level 3 qualification.

once you have requested some information, one of our team will visit you to carry out some document checks and produce sign up paperwork, from there the Assessor will arrange to come and meet you to arrange and plan work requirements.

the Course is fully funded and you gain a certificates at the end of the course.

Our assessors will come to you in the workplace as they need to gain evidence and see you at work.

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Subjects

  • Business
  • Planning and Business

Teachers and trainers (1)

Train for the Future Assessor .Train

Train for the Future Assessor .Train

Assessor

Train For The Future Today! Train for the Future aims to provide a 'one stop shop' solution for all your business training needs. Based in New Haw Surrey, Train for the Future is committed to provide both open and bespoke in house training courses, developing its own unique brand of innovative corporate training. Specifically tailored to meet the requirements of individuals of all levels, training courses are available upon request to accommodate the needs of beginners, intermediates and advanced team members within their respective disciplines

Course programme

Unit 1: Organise and Deliver Customer Service 28
Unit 2: Understand the Customer Service Environment 36
Unit 3: Resolve Customers’ Problems 49
Unit 4: Principles of Business 54
Unit 5: Understand Customers and Customer Retention 65
Unit 6: Manage Personal and Professional Development 74
Unit 7: Develop Resources to Support Consistency of Customer Service Delivery 78
Unit 8: Use Service Partnerships to Deliver Customer Service 84
Unit 9: Resolve Customers’ Complaints 90
Unit 10: Gather, Analyse and Interpret Customer Feedback 97
Unit 11: Monitor the Quality of Customer Service Interactions 104
Unit 12: Communicate Verbally with Customers 111
Unit 13: Communicate with Customers in Writing 118
Unit 14: Promote Additional Products and/or Services to Customers 123 Unit 15: Exceed Customer Expectations 128
Unit 16: Deliver Customer Service Whilst Working on Customers’ Premises 133
Unit 17: Deliver Customer Service to Challenging Customers 139
Unit 18: Develop Customer Relationships 145
Unit 19: Support Customer Service Improvements 151
Unit 20: Support Customers Through Real-time Online Customer Service 156
Unit 21: Use Social Media to Deliver Customer Service 161
Unit 22: Chapion Customer Service 167
Unit 23: Build and Maintain Effective Customer Relations 174
Unit 24: Manage a Customer Service Award Programme 181
Unit 25: Manage the Use of Technology to Improve Customer Service 186
Unit 26: Support Customers using Self-service Equipment 191
Unit 27: Provide Post-transaction Customer Service 196
Unit 28: Develop a Social Media Strategy for Customer Service 202
Unit 29: Negotiate in a Business Environment 209
Unit 30: Promote Equality, Diversity and Inclusion in the Workplace 216 Unit 31: Manage Team Performance 222
Unit 32: Manage Individuals’ Performance 227
Unit 33: Collaborate with other Departments 233
Unit 34: Negotiating, Handling Objections and Closing Sales 238
Unit 35: Obtaining and Analysing Sales-related Information 244
Unit 36: Buyer Behaviour in Sales Situations 251
Unit 37: Manage Incidents Referred to a Contact Centre 257
Unit 38: Lead Direct Sales Activities in a Contact Centre Team 264
Unit 39: Manage Diary Systems 271
Unit 40: Contribute to the Organisation of an Event 276
Unit 41: Provide Reception Services 283
Unit 42: Buddy a Colleague to Develop their Skills 288
Unit 43: Employee Rights and Responsibilities 293
Unit 44: Processing Sales Orders 299
Unit 45: Bespoke Software 306

Additional information

TFTF

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BTEC/NCFE Customer Service Level 2 & 3

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