City & Guilds Level 2

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Delivering excellent customer service is crucial to business success. 

The service we offer our customers can make or break our enterprise with 79% of customers unlikely to deal with a brand again if a complaint is handled poorly. The cost of recruiting new customers can be up to five times as much compared to retaining our existing customers, therefore it's not surprising the emphasis placed upon customer services within a modern business environment. 

Ensuring you have the correct balance of customer service skills, knowledge and behaviors across a business can be challenging. At Plumpton College, we recognise the importance of effective and innovative customer service in the evolving business landscape. Our carefully designed Customer Service Practitioner Apprenticeship encompasses all aspects of the apprenticeship standard and includes the City & Guild Diploma for Customer Service Practitioners ensuring rigorous development to meet business needs. 

Our innovative design and flexible delivery model ensures that this apprenticeship is the perfect choice for new in-post customer service practitioners or those occupational experts who are yet to receive essential formalised customer service learning required to support dynamic and growing businesses. 

This apprenticeship is for someone working with external or internal customers, promoting the brand and reputation of the business and supporting your business' customer service excellence. The diploma includes optional units such as sale, administration, contact centre, retail, social media and marketing to ensure tailored learning to meet apprentice and business needs.

Your specialist ILM lecturer will regularly support your apprentice in persona and remotely to review and record their progress against the apprenticeship. Apprentices will be required to record their learning, typically 20% of their working time, which will be managed in conjunction with the employer and supported by their lecturer. 

Entry Requirements:

5 GCSE's, C or above in English and maths

Duration:

13 months 

Costs:

Standard Apprenticeship Funding applies

Just wanted to say thank you for your excellent instruction and to tell you I really enjoyed the course. It’s forever summer in my mind in terms of customer services!

Sheryl Enwistle

Level 2 Certificate in Customer Service Student

Future Opportunities

Apprentices are prepared to undertake their End Point Assessments as part of their on programme learning and assessment and, if required, will achieve Level 1 math and English Functional Skills, and undertake Level 2 Functional Skills, prior to End Point Assessment. This apprenticeship is graded pass or distinction

The natural progression route for this qualification may be Customer Service Specialist or Team Leader/Supervisor. 

Modules

Customer Focus

Knowing your customers, customer experience, dealing with customer conflict and challenge, "right first time"and equality - treating all customers as individuals.

Employer Industry

Understanding the organisation, meeting legislation and regulations, system and resources, role and responsibilities and product and service knowledge. 

Professional Skills

Communication, interpersonal skills, influencing skills, personal organisation, developing self, being open to feedback, team working and presentation - dress code, and professional language

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