This qualification gives learners the opportunity to develop and demonstrate technical and wider sector-related knowledge to underpin competence in the job role of a Customer Service representative. Technical knowledge includes the principles and practises of delivering customer service and understanding the different types of customers, their needs, wants and expectations. Wider sector-related knowledge includes Equality & Diversity, organisational structure and environment and legislation & regulations that govern the industry. It also enables learners to develop and demonstrate a range of technical skills and behaviours that support competence in the job roles stated. This includes communicating with customers using appropriate communication channels, resolving customer problems and complaints, building relationships with customers and the ability to improve self development in learning and performance.Learners will have regular visits from their assigned assessor who will ensure that minimal disruption to the workplace and the learners usual duties where possible. Some visits will focus on observational assessment so the learner will not be taken away from his/ her tasks, others require one-to-one sessions with the assessor meaning the learner will be required to leave their post for a short while. Learners will be required to complete mandatory units as well as choosing from a range of optional units which lets the learner pick units that are more relevant to their job role. Optional units could include: -Exceed Customer Expectations -Support Customers Using Self-Service -Promote Additional Products or Services -Champion Customer Service -Buyer Behaviour -Collaborate with Other Departments Engaging with assessment materials will allow staff to think about the organisation from a different perspective. It encourages them to look at their contribution to the business as a whole and will ...more on College website
Name: Intermediate Apprenticeship Diploma in Customer Service - Work Based Qualification title: BTEC Diploma in Customer Service (QCF) Qualification type: Apprenticeship Assessment Awarding Pearson Education Ltd (Formerly EDEXCEL) Created 20161010 19:36:06 Updated 20161010 19:36:06
For further advice and guidance about the course entry requirements, the College has a dedicated IAG Advisor who can be contacted on telephone 023 8091 1299 or visit Eastleigh College, Chestnut Avenue, Eastleigh, Hampshire, SO50 5FS. Equipment required For further advice and guidance about the course entry requirements, the College has a dedicated IAG Advisor who can be contacted on telephone 023 8091 1299 or visit Eastleigh College, Chestnut Avenue, Eastleigh, Hampshire, SO50 5FS.
Eastleigh College
Further Education
experts@eastleigh.ac.uk
023 8091 1000
https://www.eastleigh.ac.uk/
Chestnut Avenue Town: Eastleigh County:Hampshire
Title: BTEC Diploma in Customer Service (QCF) Qualification: BTEC Diploma in Customer Service (QCF) Classification: Business, Administration and Law