Apprenticeships are very popular programmes designed by employers that provide paid work-experience',' training and qualifications to people aged 16 and above. An Apprenticeship framework comprises: - A work-based qualification (NVQ)',' assessed in the workplace',' demonstrating practical skills linked to the job - A technical certificate',' achieved at College',' showing the theoretical knowledge relevant to the job and other qualifications valued by employers such as: - Functional skills',' which show competency in English',' maths or I.C.T applied to the workplace - Employee Rights and Responsibilities (ERR) - Personal Learning and Thinking Skills (PLTS); they include creative thinking',' independent enquiry',' reflective learner',' effective participator',' self management and team working. Qualification In the workplace',' candidates must complete the following units: Mandatory units Communicate using customer service language Follow the rules to deliver customer service Optional units: Maintain a positive and customer-friendly attitude Deal with customers face to face Deal with incoming telephone calls from customers Make telephone calls to customers Deal with customers in writing or electronically Organise the promotion of additional services or products to customers Build a customer service knowledge set Communicate effectively with customers Give customers a positive impression of yourself and your organisation. Promote additional services or products to customers Process information about customers Live up to the customer service promise Make customer service personal Go the extra mile in customer service At College',' candidates will study the Level 2 Certificate in Customer Service',' covering Delivery of effective customer service Supporting the customer service environment and functional skills in maths and English at Level 1. Entry Requirements: Applicants must be aged 16 or over. They must be employed
Name: Customer Service Apprenticeship Level 2 Qualification title: NVQ Certificate in Customer Service (QCF) Qualification type: Assessment Awarding Oxford Cambridge & RSA Examinations Created 20130903 01:43:11 Updated 20130903 01:43:11
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West Kent and Ashford College
Further Education
info@westkent.ac.uk
0845 207 8220
http://www.westkentandashford.ac.uk
West Kent College
Brook Street
Town:
Tonbridge
County:Kent
Title: NVQ Certificate in Customer Service (QCF) Qualification: NVQ Certificate in Customer Service (QCF) Classification: Business, Administration and Law