Customer Service (email: employer@hackney.ac.uk)
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Customer Service (Apprenticeship)
Customer Service (Advanced Apprenticeship)
Customer Service (Apprenticeship)
This Apprenticeship is primarily aimed at people who undertake or are looking to work in a customer service role within any type of organisation. A wide range of units are available and are based around the core themes of ‘impression and image, handling problems, delivery and development and improvement.
The programme consists of:
- Level 2 NVQ Certificate in Customer Service
- Certificate in Customer Service knowledge
- Maths and English level 1
This is a 1 day release course.
Core units include:
- Communicate using customer service language
- Follow the rules to deliver customer service
Optional units include:
Impression and Image
- Maintain a positive and customer-friendly attitude
- Adapt your behaviour to give a good customer service impression
- Communicate effectively with customers
Delivery
- Do your job in a customer-friendly way
- Recognise diversity when delivering customer service
- Deal with customers across a language divide
Handling Problems
- Recognise and deal with customer queries, requests and problems
- Take details of customer service problems
- Deliver customer service to difficult customers
Development and Improvement
- Develop customer relationships
- Buddy a colleague to develop their customer service skills
- Work with others to improve customer service
Possible next step:
Advanced Apprenticeship in Customer Service or Level 3 NVQ Diploma in Customer Service.
Length of course
Average length is 12 months.
Call 020 7613 9430 or email employer@hackney.ac.uk to enrol
To print this course information, download the PDF on the right hand side of this page.
Customer Service (Advanced Apprenticeship)
This Apprenticeship in Customer Service is aimed at people who are involved in delivering and managing service within any organisation and will be accountable in this area of practice. A wide range of units are available and are based around the core themes of ‘impression and image, handling problems, delivery and development and improvement’.
The programme consists of:
- Level 3 NVQ Diploma in Customer Service
- Certificate in Customer Service knowledge
- Maths and English level 2
This is a one day release course.
Core units include:
- Demonstrate understanding of customer service
- Demonstrate understanding of the rules that impact on improvements in customer service
Optional units include:
Impression and Image
- Communicate effectively with customers
- Give customers a positive impression of yourself and your organisation
- Go the extra mile in customer service
Delivery
- Do your job in a customer-friendly way
- Recognise diversity when delivering customer service
- Improve the customer relationship
Handling Problems
- Resolve customer service problems
- Deliver customer service to difficult customers
- Process customer service complaints
Development and Improvement
- Develop customer relationships
- Support customer service improvements
- Support customers using on-line customer services
Length of course
Average length is 18 months.
Entry requirements:
You should preferably be employed or at least have the relevant experience in a supervisory role. You can also apply for this course with a level 2 or equivalent.
Call 020 7613 9430 or email employer@hackney.ac.uk to enrol
To print this course information, download the PDF on the right hand side of this page.
