Courses > Customer Service

A positive impression and going that extra mile will always make the difference to your customers and the company’s profitability. The customer is the most important person in any business and your reputation relies on them being given excellent service.

The Customer Service NVQ is aimed at those who want to demonstrate their ability to deliver reliable customer service and gain recognition for this.

Poultec’s courses are for anyone who is in a customer focused role, and wants to evaluate and improve their confidence with customers.

Courses > Customer Service

Description – The Apprenticeship is suitable for anyone either in full-time employment, or progressing from a Level 1 or those who are able to start a qualification at Level 2. The Apprenticeship is assessed within the workplace; for each unit, your assessor will observe and ask questions as you perform a task, or look at your portfolio work as formal evidence of your learning. Set assignments for each unit and mandatory tests are given as part of the Apprenticeship.

Content – The qualification includes the following framework:

  • Level 2 Diploma in Customer Service
  • Level 1 Functional Skills Maths and English
  • Personal Learning and Thinking Skills
  • Employee Rights & Responsibilities

Benefits – The successful Apprentice will have an increased knowledge or understanding of:

  • Understanding the processes designed to make customer service effective
  • Support their team or organisation
  • Telephone skills
  • Dealing with customers face to face

Duration – 12-18 months

Progression – Advanced Apprenticeship in Customer Service

Description – This Apprenticeship is for people who want to work in administrative support roles in public or private sector organisations, or people who want to improve their administrative and supervisory skills. It can help learners succeed in a support role in any size or type of organisation. The Apprenticeship is assessed within the workplace; for each unit, your assessor will observe and ask questions as you perform a task, or look at your portfolio work as formal evidence of your learning. Set assignments for each unit and mandatory tests are given as part of the Apprenticeship.

Content – The qualification includes the following framework:

  • Level 3 Diploma in Customer Service
  • Level 2 Functional Skills Maths and English
  • Personal Learning and Thinking Skills
  • Employee Rights & Responsibilities

Benefits – The successful Apprentice will have an increased knowledge or understanding of:

  • Understanding the processes designed to make customer service effective
  • Support their team or organisation
  • Telephone skills
  • Dealing with customers face to face

Duration – 18-24 months

Progression – ILM Qualification

Description – This NVQ is for learners who work or want to work in the customer service sector and other related sectors – e.g. contact centre and sales. Learners are able to learn, develop and practice the skills required in employment. It allows learners to complete mandatory units specific to their job role and well as optional units which are relevant.

Content – The qualification includes the following mandatory units:

  • Communicate using customer service language
  • Follow the rules to deliver customer service

A further 20 credits must be achieved by completing a minimum of one unit from each Optional Group, which includes:

  • Impression and Image
  • Delivery
  • Handling Problems
  • Development and Improvement

Benefits – The successful Apprentice will have an increased knowledge or understanding of:

  • Understanding the processes designed to make customer service effective
  • Support their team or organisation
  • Telephone skills
  • Dealing with customers face to face

Duration – 12-18 months

Progression – Level 3 NVQ Certificate in Customer Service

Description – This NVQ is for learners who work or want to work in the customer service sector and other related sectors – e.g. contact centre and sales. Learners are able to learn, develop and practice the skills required in employment. It allows learners to complete mandatory units specific to their job role and well as optional units which are relevant.

Content – The qualification includes the following mandatory units:

  • Demonstrate understanding of customer service
  • Demonstrate understanding of the rules that impact on improvements in customer service

Optional units include:

  • Champion customer service (Impression and image group)
  • Make customer service personal (Impression and image group)
  • Plan, organise and control customer service operations (Delivery group)
  • Process customer service complaints (Handling problems group)

Benefits – The successful Apprentice will have an increased knowledge or understanding of:

  • Understanding the processes designed to make customer service effective
  • Support their team or organisation
  • Telephone skills
  • Dealing with customers face to face

Duration – 18-24 months

Progression – ILM Qualification