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Customer Service QCF (NVQ) Level 2 and 3

The Customer Service offers a combination of qualifications, that will equip you with the skills and knowledge you need to work in a customer focused industry. Good customer service is key to the success of any business or organisation. It’s one of those useful skills that’s used in all sorts of industries and covers all the extras that make a customer’s experience better. As a customer service apprentice, you will probably work at the front end of an employer’s business activities and regularly assist customers. In most cases you’ll be making sure that customers are dealt with in a positive, reliable and pleasant way.

Programme Levels

Certificate in Customer Service Level 2

Diploma in Customer Service Level 3

You will also undertake a Technical Certificate alongside the Diploma/Certificate.

Programme Length

Apprenticeship in Customer Service – approx. 12 months

Advanced Apprenticeship in Customer Service – approx. 12 months

Course Content

Selection of units from the Customer Service e.g.

Prepare yourself to deliver good customer service

Provide customer service within the rules

Recognise and deal with customer requests, queries and problems

Give customers a positive impression of yourself and organisation

Make customer service personal

Go the extra mile in customer service

Deal with customers in writing and using ICT

Deal with customers by telephone

Other units are available

You will be assessed in one or more of the following ways

Course Work

Oral Questioning

Portfolio of Evidence

Practical Demonstration/Assignment

Written / Practical Examination