| CUSTOMER
SERVICE APPRENTICESHIP |
About
the Course
There are three parties involved
in customer service:
the Customer, your Company and You!
For customer service to work
effectively all three must be able to outline the benefits,
which can be expected from offering a high level of customer
service.
Benefits to You
• Customers being pleasant
to you
• Improved job satisfaction through using your skills
and knowledge
• To know you have done your best
• More happiness, less stress
Company Benefits
• Satisfied customers
• Customer loyalty and goodwill
• Increased sales and profit
• Meeting customers’ needs for better service
• Staying ahead of the competition
• Word of mouth publicity
Customer Benefits
• Pleasant experience
• Attractive and welcoming surroundings
• Helpful staff
• An answer to their enquiry
• Being cared for on an individual basis
• Recognition and respect
The Customer Service NVQ proves you are competent
at:
• Giving customers a
positive impression of yourself and your organisation
• Delivering reliable customer service
• Developing customer relationships
• Resolving customer service problems
|
Location:
|
On
candidate's premise |
Duration:
|
12
months |
Course
Fees:
|
Level
2 & 3
Fully
funded subject to age
|
Certificate
|
City
& Guilds |
TOP |
| LEVEL
2 NVQ IN CUSTOMER SERVICE |
|
About the Course
These qualifications are for those
who want to offer improved levels of service to their customers.
Level 2 encourages development of individual skills in problem
solving, developing good customer service and supporting
new improvements in customer service.
How is my
training programme decided?
Your training programme will
be developed to meet the needs of your particular work area
and will be made up of units that elate to your work. Your
training programme will be agreed with your allocated assessor
upon commencement of the scheme,
Level 2 NVQ in Customer
Service
Mandatory units:
• Give customers a positive impression of yourself
and your organisation
• Deliver reliable customer service
• Develop customer relationships
• Resolve customer service problems
Optional units (one
of the following units)
• Support customer service improvements
• Develop personal performance through delivering
customer service
• Promote additional products or services to customers
• Process customer service information
|
Location:
|
On
candidate's premise |
Duration:
|
Up
to 1 year |
Course
Fees:
|
POA |
Certificate
|
NVQ |
TOP |
| LEVEL
3 NVQ IN CUSTOMER SERVICE |
|
About the Course
Level 3 encourages the
development and implementation of new initiatives and team
leadership.
Level 3 NVQ in Customer Service
Mandatory units:
• Organise, deliver and maintain reliable customer
service
• Improve the customer relationship
• Work with others to improve customer service
• Monitor and solve customer service
• Promote continuous improvement
Optional units
(one of the following units)
• Develop your own and others’ customer service
skills
• Organise and promote products or services to customers
• Lead the work of teams and individuals to improve
customer service
|
Location:
|
On
candidate's premise |
Duration:
|
Up
to 18 monthd |
Course
Fees:
|
POA |
Certificate
|
NVQ |
TOP |
| RETAIL
OPERATIONS APPRENTICESHIP |
|
About the Course
Retailing requires many skills and abilities to keep the
customers happy and to ensure that they keep coming back
to buy your products.
How a retail business is operated
is essential in achieving healthy sales and profits and
keeping ahead of the competition.
Keeping up with today’s
legal compliances is a vital part of operating a successful
business.
Benefits to you
• Qualifications
while you work
• Highlights your potential for development and promotion
• More understanding of customer needs
Company Benefits
• Increased sales and
profits
• Staff retention
• Motivated and committed workforce
• Less negative feedback and positive customer recommendations
Customer Benefits
• Customer satisfaction
• Knowledgeable and understanding staff
• Trustful and ‘peace of mind’ shopping
• Pleasant experience
The Retail Operations NVQ proves you are competent
at:
• Processing payment
• Displaying stock
• Helping customers to choose products
• Contributing to a healthy and safe workplace
• Contributing to keeping the workplace secure
• Working effectively in a team
|
Location:
|
On
candidate's premise |
Duration:
|
12
months |
Course
Fees:
|
Level
2 & 3
Fully
funded subject to age |
Certificate
|
City
& Guilds |
TOP |
| LEVEL
2 NVQ IN RETAIL OPERATIONS |
About the Course
If you want to build a career in retail then you
need to prove you are capable of doing your job and there
is no better way than with an NVQ. Level 2 is designed for
sales advisors or similar staff, while level 3 is suitable
for team leaders, supervisors etc. Each level contains mandatory
units, which cover the key areas everyone needs, and a wide
range of optional units, so you can
tailor the qualification to your needs.
How is my training
programme decided?
Your training programme will
be developed to meet the needs of your
particular work area and will be made up of units that elate
to your work. Your training programme will be agreed with
your allocated assessor upon commencement of the scheme,
Level 2 NVQ in Retail
Operations
Mandatory units:
• Contribute to maintaining a safe and healthy workplace
• Contribute to keeping the workplace secure
• Work effectively in own organisation
Optional units (five
units must be chosen, the following list is just a selection
of the units available.):
• Receive goods and material into storage
• Put goods and materials into storage
• Keep stock on sale at required levels
• Process orders for goods
• Display stock to promote sales to customers
• Help customers to choose products
• Process payments for purchases
• Give customers a positive impression of yourself
and your
organisation
• Support customer service improvements
• Maintain hygiene standards in handling and storing
food products
|
Location:
|
On
candidate's premise |
Duration:
|
Up
to 1 year |
Course
Fees:
|
POA |
Certificate
|
NVQ |
TOP |
| LEVEL
3 NVQ IN RETAIL OPERATIONS |
Level 3 NVQ in Retail
Operations
Mandatory units:
• Contribute to a secure, safe and healthy working
environment
• Develop and maintain productive working relationships
Optional units
(six units must be chosen, the following list is just a
selection of the units available)
• Audit stock levels and stock inventories
• Provide specialist support in helping customers
to make purchases
• Enable customers to apply for credit and hire purchase
facilities
• Organise, deliver and maintain reliable customer
service
• Work with others to improve customer service
• Contribute to the selection of personnel for activities
• Evaluate the receipt of payments from customers
• Monitor and solve customer service problems
• Contribute to the development of teams and individuals
• Develop and maintain productive working relationships
with those for whom you have responsibility
• Monitor and evaluate the quality of service provided
by external
suppliers |
Location:
|
On
candidate's premise |
Duration:
|
Up
to 18 monthd |
Course
Fees:
|
POA |
Certificate
|
NVQ |
TOP |
