Customer Service

Customer Service – Levels 2 & 3

Course Overview – Level 2

The Customer Service Apprenticeship can help you develop your career as a customer service assistant or as a customer service agent/representative.

You might decide you want to progress to a level 3 apprenticeship, in the same discipline or in an area such as business administration, team leading or retail.

Eventually, you could pursue a higher-level qualification, such as a degree or degree apprenticeship, which would develop your skills and career potential even further.

The course content for the Level 2 qualification typically includes:

  • Delivering Customer Service
  • Understanding Customers
  • Principles of Customer Service
  • Understanding Employer Organisations
  • Managing Personal Performance and Development
  • Communicating Verbally with Customers
  • Dealing with Incoming Telephone Calls from Customers
  • Processing Information about Customers
  • Exceeding Customer Expectations
  • Resolving Customer Service Problems
  • Using Social Media to Deliver Customer Service
  • Providing Reception Services
  • Developing Working Relationships with Colleagues
  • Negotiating in a Business Environment

 Course Overview – Level 3

 This apprenticeship can help you develop your career as a customer relationship manager, a customer support officer or a customer service team leader/co-ordinator.

The course content for the Level 3 qualification typically includes:

  • Organising and Delivering Customer Service
  • Understanding the Customer Service Environment
  • Understanding Customers and Customer Retention
  • Resolving Customers’ Problems
  • Principles of Business Managing
  • Personal and Professional Development
  • Resolving Customer Complaints
  • Exceeding Customer Expectations
  • Monitoring the Quality of Customer Service Interactions
  • Managing the Use of Technology to Improve Customer Service
  • Managing Team Performance