Apprenticeships – Customer Service Diploma

Customer Service Diploma Levels 2 & 3

BTEC Customer Service

The demand for customer service exists in all sectors of industry and commerce in the UK. Due to the diversity of customer service job roles and the generic ‘all sector’ nature of customer service standards, at least three million people work in this area as illustrated by research carried out by the Institute of Customer Service.

These work based qualifications have been introduced by the Council for Administration which is the Government’s recognised standard setting organisation for business skills at work. The qualifications were developed following extensive consultation with the customer service industry and the Institute of Customer Service.

The Level 2 Diploma in Customer Service and the Level 3 Diploma in Customer Service are for anyone who works in a customer-facing role and can demonstrate their ability to create a great customer service experience.

 

Level 2 Diploma in Customer Service

 

The Level 2 Diploma is aimed at people already employed in a customer service role who have some experience in customer service.

Learners will recognise good practice in customer service and be able to demonstrate how they deal with both routine and more difficult customers. Learners will be confident about using customer service language, understand the processes designed to make customer service more effective and show how they support others within their team or organisation.

Course content:

Credit Value: 45
Guided Learning Hours: 245 – 305

The learner will have to complete the following mandatory Units:

  • Organise and Deliver Customer Service
  • Understand the Customer Service Environment
  • Resolve Customers’ Problems
  • Principles of Business
  • Manage Personal and Professional Development
  • Understand Customers and Customer Retention

The mandatory units make up 19 Credits, a further 26 credits must be made up from a selection of optional units.

 

Level 3 Diploma in Customer Service

 

The Level 3 Diploma is aimed at people already employed in a customer service role who have significant responsibility for the delivery of both internal and external customer service within their team or organisation.

Learners will need to understand the importance of customer service as a competitive tool and be proactive in finding solutions to a range of customer service situations.Learners will need to demonstrate their ability to analyse and respond to customers on a strategic level, suggesting improvements and leading in their implementation.

Course content:

Credit Value: 55
Guided Learning Hours: 98 – 363

The level 3 Diploma include the same mandatory units, however the credit worth increase to 31 credits, the learner will need to complete a further 24 credits taken from a selection of optional units.

Course delivery:

This course will be assessed through blended learning, using a combination of assessment visits, combined with distance learning assignments. There is the requirement to complete some on screen testing to cover 3 of the units.

Contact us for more details on this and further qualifications…