Customer Service Level 3 Apprenticeship

Description

This course is competency based as it will be linked to the candidates abilities in completing a range of tasks relevant to their work. Candidates plan a programme of development and assessments with their assessor and compile a portfolio of evidence to display competency and knowledge in their work role.

What will you learn
  • Pearson Level 3 Diploma in Customer Service

    This course is aimed at candidates whom will be delivering and managing service and will be accountable in the area of practice. Candidates will be working without direct supervisions or on their own, such as in a commercial customer service environment. Your job title could also be Customer Service Trainee, Assistant and Representative/ Agent. You can offer this course in any industry, as long as the employee is working with customers face to face.

  • Highfield Functional Skills Qualification in English at Level 1

    This qualification is designed for learners who wish to develop their skills in English to help them gain the most from work, education and everyday life.

  • Highfield Functional Skills Qualification in Mathematics at Level 1

    This qualification is designed for learners who wish to develop their skills in English to help them gain the most from work, education and everyday life.

  • Highfield Functional Skills Qualification in ICT at Level 1

    This qualification is designed for learners who wish to develop their skills in ICT to help from work, education and everyday life.


Duration: 18 Months

Course Units

Industries and organisations have developed a language and approach for customer service that is recognised and understood as the basis for service excellence. You need to understand and apply this language and approach if you are to become a true customer service professional. This unit is about being able to understand and explain the principles of customer service and the way they can be applied in specific customer service situations. The basic principles in this unit influence all aspects of making customer service work and enable you to place professional customer practice in the context of your industry sector and your own organisation.

Above all, working as a customer service professional involves working with colleagues to develop a deeper and broader understanding of customer service language and principles.
The job of a customer service professional is to develop and improve customer service. However, this must be done within a framework, of which some applies only to your organisation, some applies to your industry sector and some is based on national regulation and legislation.
This unit is about the rules, regulations and legislation that can impact on the way you develop and improve customer service. It requires you to demonstrate that you follow these rules when taking actions to improve customer service.
The aim of this unit is to provide you with the relevant knowledge and understanding that employees require concerning employment law and industry specific legislation, key documents relating to your employment and employment procedures you should follow at work