Customer Service Apprenticeship (NVQ) Level 2 & 3

Mandatory Units - Customer Service Foundations
Communicate using customer service language

Follow the rules to deliver customer service


Optional Units - Impression and Image
Maintain a positive and customer-friendly attitude

Adapt your behaviour to give a good customer service impression

Communicate effectively with customers

Give customers a positive impression of yourself and your organisation

Promote additional services or products to 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 a customer service knowledge set

Do your job in a customer friendly way

Deliver reliable customer service

Deliver customer service on your customers premises

Recognise diversity when delivering customer service

Deal with customers across a language divide

Use questioning techniques when delivering customer service

Deal with customers using bespoke software

Maintain customer service through effective hand over

Deliver customer service using service partnerships

Organise the delivery of reliable customer service

Improve the customer relationship

PLUS
The Level 2 Certificate in Customer Service (Technical Cert)
PLUS EITHER
Key Skills in Communication and Application of Number at Level 1
OR
Functional Skills in English and Maths at Level 1
UNLESS
you have achieved and provided GCSE certificates (grades A* - C) in English and Maths that were completed within 5 years of your apprenticeship start date.