This qualification aims to:
- provide learners with the skills and knowledge required to successfully work in customer services
- develop learners’ skills in communication, resolving queries and meeting customers’ needs
- build learners’ knowledge of principles of customer service.
The objectives of this qualification are to help learner to:
- develop customer service skills that can be relied upon by employers in a range of industries
- provide learners with the skills and knowledge needed to communicate effectively with customers and provide effective customer service.
HOW DOES IT WORK?
This qualification requires you to demonstrate the skills and knowledge required to work in a customer service role. You will need to be able to deliver customer service, understand customers and manage personal performance development.
WHAT WILL I STUDY?
The Diploma is made up of mandatory and optional units and your Assessor will help you chose the correct number of optional units to achieve the qualification.
- DELIVER CUSTOMER SERVICE
- UNDERSTAND CUSTOMERS
- PRINCIPLES OF CUSTOMER SERVICE
- UNDERSTAND EMPLOYER ORGANISATIONS
- MANAGE PERSONAL PERFORMANCE AND DEVELOPMENT
OPTIONAL UNITS INCLUDE:
- COMMUNICATE VERBALLY WITH CUSTOMERS
- DEVELOP CUSTOMER RELATIONSHIPS
- EXCEED CUSTOMER EXPECTATIONS
- RESOLVE CUSTOMER SERVICE PROBLEMS
Additional Units that are relevent to individual jobs roles.
WHERE DO I STUDY?
You will work towards the Customer Services Level 2 qualification in the workplace.
HOW LONG DOES IT TAKE?
WHAT DOES THE COURSE LEAD TO?
Intermediate apprentices, with support and opportunities in the workplace, can progress onto:
- Level 3 Advanced Apprenticeship in Customer Service
- Level 3 Advanced Apprenticeships – particularly where customer service is an important part of the job such as Business Administration, Retail, Hospitality and Travel & Tourism
- Further education to undertake customer service, business related or other qualifications
With additional training, intermediate apprentices may be able to progress in their careers to roles including Customer Relationship Manager, Customer Service Executive Officer, Customer Service Delivery Co-ordinator, Customer Service Team Leader, Customer Service Supervisors and Managers, Senior Customer Service Advisers or a wide range of other Customer Service related roles.
HOW WILL I BE ASSESSED?
Suitable evidence can be observations completed by your assessor, testimony provided by your line manager or discussions with your Assessor supported by evidence such as documents, reports, letters and emails.