Course Guide 2018-19 Full-time Courses and Apprenticeships
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50<br />
APPRENTICESHIPS<br />
Customer Service Practitioner<br />
Apprenticeship<br />
Level: 2<br />
Centre: Huddersfield Centre<br />
Duration: 12-18 months<br />
Customer Service<br />
Apprenticeship<br />
Level: 3<br />
Centre: Huddersfield Centre<br />
Duration: 18-24 months<br />
Entry requirements<br />
See website for details.<br />
Overview<br />
Good customer service is key to the success of<br />
any business or organisation. Gain the skills to<br />
provide excellent customer service.<br />
If you work at the front end of an employer’s<br />
business activities, you’ll need to make sure<br />
customers are dealt with in a positive, reliable<br />
<strong>and</strong> pleasant way – whether that’s offering<br />
advice, answering questions or h<strong>and</strong>ling<br />
complaints.<br />
You’ll need to have clear <strong>and</strong> up-to-date<br />
knowledge of your organisation’s products <strong>and</strong><br />
services <strong>and</strong> to be able to communicate with all<br />
sorts of people. The transferable skills you learn<br />
will be useful in any industry if you’re undecided<br />
about your future career.<br />
How will I be assessed?<br />
• Use of performance management processes<br />
to monitor progress <strong>and</strong> provide feedback<br />
• Portfolio<br />
• Exams for English/maths/ICT (unless have<br />
grade 4 or above)<br />
What’s next?<br />
Level 3 Apprenticeship in Customer Service.<br />
Entry requirements<br />
See website for details.<br />
Overview<br />
All businesses recognise the importance of<br />
outst<strong>and</strong>ing customer service.<br />
The Level 3 Apprenticeship is aimed at<br />
people already operating with a high level of<br />
responsibility in their workplace. More than<br />
likely you will have staff reporting to you <strong>and</strong>/<br />
or responsibility for delivering high quality<br />
customer service within your organisation, <strong>and</strong><br />
responsibility for monitoring market feedback.<br />
You will demonstrate a practiced set of skills<br />
when carrying out customer service operations<br />
including managing performance improvements<br />
in service delivery, customer satisfaction,<br />
customer loyalty <strong>and</strong> reliability. You will develop<br />
the knowledge <strong>and</strong> underst<strong>and</strong>ing of customer<br />
retention <strong>and</strong> the principles of business.<br />
How will I be assessed?<br />
• Use of performance management processes<br />
to monitor progress <strong>and</strong> provide feedback<br />
• Portfolio<br />
• Exams for English/maths/ICT (unless have<br />
grade 4 or above)<br />
What’s next?<br />
Higher Level Apprenticeship/Higher Education<br />
course/Employment.
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