Business - Customer Service Apprenticeship Level 2 (FBMS)
Business, Administration and Law
What will you be working towards?
| Code | BC41 |
| Qualification Type | Apprenticeship |
| Qualification Level | Level 2 |
| Course type | Full Time |
Overview
This apprenticeship trains you to provide excellent customer service, and can be applied to job roles across many different sectors.
Details
You will study units from the list below relevant to your job role.
You will also study: ?Employment, Rights and Responsibilities (ERR) Booklet
Level 1 Functional Skills in English and maths
Personal Learning and Thinking Skills (PLTS) Units
Deliver customer service ?Understand customers
Principles of customer service
Understand employer organisations
Manage personal performance and development
Communicate verbally with customers
Communicate with customers in writing
Deal with incoming telephone calls from customers
Make telephone calls to customers
Promote additional services or products to customers
Process information about customers
?Exceed customer expectations
Deliver customer service on your customer?s premises
Carry out customer service
Deliver customer service to challenging customers
Use social media to deliver customer service
Provide post transaction customer service
Resolve customer complaints
Gather, analyse and interpret customer feedback
Health and safety procedures in the workplace
Manage diary systems
Provide reception services
Contribute to the organisation of an event
Buddy a colleague to develop their customer service skills
Employee Rights and Responsibilities
Develop working relationships with colleagues
Principles of equality and diversity in the work place
Processing sales orders
Meeting customers after sales needs
Handling objections and closing sales
Deal with incidents through a contact centre
Carry out direct sales activities in a contact
Bespoke software
How will it be delivered?
You will be assessed by your assessor using a portfolio of evidence, practical demonstrations and assignments. You will be assessed both in College and in your place of work.
Entry requirements
Two GCSEs at grade A* to C, plus English at grade 3 or above.
You need to be employed within a Customer Service setting or have an employer in this area willing to take you on as an apprentice.
Your next steps...
