Wrexham ITeC - Customer Service - Foundation Modern Apprentice Framework

National Vocational Qualification (NVQ) Level 2 in Customer Service
Key skills –

• Application of number - Level 1
• Communication – Level 1
• Information Technology
• Working with others
• Improving own learning

Customer Service Technical Certificate Level 2
or 4 additional units from an NVQ at level 1or 2
Workbook

There are a total of 5 units to complete, 1 of which is an optional unit.
4 main units are:

• Give customers a positive impression of yourself and your organisation
• Deliver reliable customer service
• Develop customer relationships
• Resolve customer service problems

• Support customer service improvements
• Develop personal performance through delivering customer service
• Promote additional products or services to customers
• Process customer service information

Test the Learners’ ability to apply their knowledge - Multiple Choice Test.
There are 2 Units to complete:

1. Principles of Customer Service
   e.g. Basic principle of communicating with customers
2. Customer Service and organisations
   e.g. Balancing Organisational and Customer needs

• Induction at Wrexham ITeC – ½ Day
• Time to attend ITeC Workshops once a month – as required
• At least 2 hours a week to collect evidence in the workplace
• Assessor to visit the Learner in the workplace – at least once a month for 2 – 3 hours during which time the Learner will need to be released from work duties. (All visits by Assessor and days in ITeC will be on agreed pre-arranged dates).

On completion Learner gains -

• NVQ Certificate
• Customer Service Technical
• Certificate Level 2
• Commercial Courses Certificates (if attended)
• Key Skills Certificate (if not already achieved)
• High Street Vouchers on completion - subject to eligibility and current terms and conditions