06 Feb 2012

Customer Service Apprenticeship

All of us enjoy the experience of good customer service if we feel that the person serving us really wants to create the right impression, respond to us and give us good information.  If you want others to know how good you are with customers, this Apprenticeship could be for you!
 
You need to be able to show that you carry out a range of work activities in a variety of contexts.  For example:
  • Resolving customer service problems
  • Promoting additional products and services
  • Dealing with customers face to face, over the phone, or electronically. 

There are also some level 3 units available to reflect some of the more complex and non-routine jobs you may carry out. 

Components of the Customer Service Apprenticeship Framework:

  • EDI Level 2 NVQ Certificate in Customer Service
  • Functional Skills English level 1 or Key Skills Communication at level 1
  • Functional Skills Maths level 1 or Key Skills Application of Number at level 1
  • EDI Level 2 NVQ Certificate in Customer Service (Technical Certificate)
  • Employment Rights and Responsibilities – completion of a workbook.

Learning Methods

You will learn from undertaking real tasks in your place of work, as well as receiving individual support from your Learning Advisor.  

Assessment Methods

You will provide evidence that will show you are able to do your job to required standards. Evidence includes observations, included recorded video observations, witness testimonies, discussions, personal statements and photographs, all of which can be uploaded on to e-NVQ our electronic portfolio.

What’s e-NVQ? 

e-NVQ is a secure online portfolio system. Using e-NVQ means that you no longer have to carry around a folder of paper to prove you can do your job!  e-NVQ is web-based so you can access your evidence at any time, any where with a computer and an internet connection. You and your employer can view your progress and see what you have left to do.  You can submit a wide variety of evidence to show how well you do your job including video clips, sound files, photos and testimonials.