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Customer Service Advanced Modern Apprenticeship
The Customer Service Advanced Modern Apprenticeship is made up of the following qualifications:
- Customer Service NVQ Level 3
- Additional Units (to be agreed with the learner's advisor)
- Key Skills
National Vocational Qualifications are competence based and differ considerably from the more traditional type of examination. The major differences are as follows:
- there are no formal entry requirements
- there are minimal examinations in Key Skills only, though exemptions do apply
- they can be gained in a variety of ways and circumstances
- they take account of previous experience
- they allow the individual to work and achieve at their own pace
- assessment (in place of traditional examination) is undertaken, wherever possible, in the work environment
- credit is given for actual competence on the job, not what you do or do not know
- each unit can be achieved individually (as units of credit); full National qualification is awarded when all units have been achieved
- they are National standards so are transferable should you change jobs
NVQ LEVEL 3 IN CUSTOMER SERVICE
To achieve a full certificate in Customer Service, you are required to complete the 5 mandatory units and one optional unit.
SUMMARY OF UNITS AND ELEMENTS
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Mandatory Units |
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UNIT 1 |
Organise, Deliver and Maintain Reliable Customer Service |
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UNIT 2 |
Improve the Customer Relationship |
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UNIT 3 |
Work with Others to Improve Customer Service |
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UNIT 5 |
Promote Continuous Improvement |
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Optional Units (Choose One) |
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UNIT 6 |
Develop Your Own and Others' Customer Service Skills |
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UNIT 7 |
Organise and Promote Products or Services to Customers |
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UNIT 8 |
Lead the Work of Teams and Individuals to Improve Customer Service |
Key Skill Units
Information Technology Level 2
Application of Number Level 2
Communication Level 3
Personal Skills - Improving Own Learning and Performance Level 3
Personal Skills - Working With Others Level 3
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