Customer service training and development provides you with essential skills to work in many, varied organisations. You need to be able to communicate effectively with people and offer solutions to problems to meet their needs and expectations.

 

You need to develop a good knowledge of your organizations products and services and the systems used to deliver effective customer service. Above all, you need to be someone who gets real satisfaction from a job well done and helping other people. There is a growing demand for staff who have developed good customer service skills.

 

So, if you want face to face contact with customers, and enjoy talking to customers over the phone, this apprenticeship maybe suitable for you.

 

As an employee on a Customer Service Apprenticeship you will develop these skills by working for a local employer and day release to our training centre in Chester-le-Street one day per month.

 

Apprenticeships (Level 2)

There are many optional units you can select from depending on your role within the organisation.

For example: processing information for customers, using various methods of written and verbal communication, supporting improvements and living up to the customer service promise, to name but a few.

 

If needed, to enhance your skills for life we will help you develop your numeracy and communication skills.

 

Technical Certificate

During your apprenticeship, you will also work towards this additional qualification. With includes teaching on the Customer Service Technical Certificates and a short test to ensure you have the required knowledge and understanding of the subject.

 

Advanced Apprenticeships (Level 3)

Good customer service is delivered by individuals who have self-assurance and self-esteem; people who reflect on what they do and can see the “bigger picture” in the way they multi-task to meet customer service needs.

Good customer service is delivered by people who have developed high levels of personal effectiveness. By undertaking advanced level 3 you will develop skills to show your understanding of customer service and how to go the extra mile in helping the customer and handling and processing complaints and analysing feedback received from customers. You will also develop team leading skills to improve services to customers. There are many optional units you can choose from to match you work role.

Progression routes

On completion, your skills can be applied across a wide range of organizations and if you wish you can take your professional development to the next level, for example, NVQ level 4 in customer service or a management qualification.

 

Visit http://www.instituteofcustomerservice.com/  the sector skills council for Customer Service for information on career progression You can also check their jobs board at http://www.icsjobsboard.com/  New College Durham offer for higher qualifications http://www.newdur.ac.uk/

What learners have said about us:

• "I like the way we learn"
• "I like that it is an easy going place to learn you don't feel under pressure"
• "Very good training, I have learnt lots"

 

PROGRESSION AFTER APPRENTICESHIP AND USEFUL WEBSITES

Apprenticeships	http://www.apprenticeships.org.uk/
General information	http://www.teenmachine.org/
Connexions County Durham website	http://www.help4teens.co.uk/
Connexions service	http://www.connexions.gov.uk/
Young people’s gateway	www.dfes.gov.uk/youngpeople
Progression to Higher Education	http://www.uni4me.com/
Progression - Aimhigher	www.aimhigher.ac.uk/dontstop
Support for part time learners	http://www.dfes.gov.uk/
Courses in the North East	http://www.coursefinder.org.uk/
Jobs site	http://www.worktrain.gov.uk/
Vocational learning	http://www.vocationallearning.org.uk/
Equality & Diversity	http://www.equality-ne.co.uk/
Minimum wage information	www.hmrc.gov.uk/nmw

See link section on the homepage for details on Higher Education providers and open days/events.