Customer Service Apprenticeship

Course Content

In an organisations´ environment having appropriate service standards is essential for its customers, potential customers, employees and management of a business. Correct customer service helps define what a customer can expect and to remind management and employees of the challenges and obligations that they face.

The customer service industry works across a wide range of occupational sectors such as:

• Retail
• Hospitality
• Catering
• Call centres
• Educational establishments.

The customer service apprenticeship can be applied to the private and public sectors, as well as not-for-profit organisations. It upholds the Institute´s goal of recognising, rewarding and celebrating the attainment of customer service excellence by organisations and individuals. Their job role will need to have some autonomy and responsibility and may require them to work as part of a team.

As the business environment becomes more competitive and customer expectations are raised, more demands are being placed on many different types of organisations to deliver service excellence. Therefore, employees within these working environments need to be able demonstrate high levels of personal effectiveness as recognised Customer Service Professionals.

According to Edexcel , Customer Service NVQs have become one the most popular vocational qualifications, with over 550,000 candidates having registered for them since their launch. Due to the fact that they are truly generic and can be used across all industries, organisations and job roles, their popularity reflects a demand from employers for staff to take a professional approach when working with customers both inside and outside an organisation.

The Edexcel Level 2 BTEC Award in Customer Service is a 90-hour qualification comprising three units of 30 hours each. To achieve the whole qualification, a learner must successfully complete all three core units.

• Unit 1 Understanding Customer Service
• Unit 2 Delivering Customer Service
• Unit 3 Building Effective Customer Relationships