consists of a collective set of policies that govern every way you and your
employees interact with your customers. It encompasses everything from how much
car parking you have available to how you greet customers, handle service
complaints, and back up your product or services. At its core, quality customer
service is about making sure your customers feel they are valued, treated
fairly, and appreciated by your business.
The qualification is appropriate for anyone providing
customer service products and services for businesses and other organisations
including face-to-face, telephone, digital and written contact and
The role of a customer
service practitioner is to deliver high quality products and services to the
customers of their organisation. Your core responsibility will be to provide a
high quality service to customers which will be delivered from the workplace,
digitally, or through going out into the customer’s own locality. These may be
one-off or routine contacts and include dealing with orders, payments, offering
advice, guidance and support, meet-and-greet, sales, problem solving, after
care, service recovery or gaining insight through measuring customer
satisfaction. You may be the first point of contact and work in any sector or
actions will influence the customer experience and their satisfaction with your
will be trained in how to demonstrate excellent customer service skills and
behaviours as well as product and/or service knowledge when delivering to your
customers. You will learn how to provide service in line with the
organisation’s customer service standards and strategy and within appropriate
regulatory requirements. Your customer interactions may cover a wide range of
situations and can include; face-to-face, telephone, post, email, text and
will undertake Maths and English at Level 1/2 unless an appropriate exemption
can be provided.
read more about the requirements of the standard please click here
You will undergo regular evaluation sessions with trainers and
managers. This will enable you to practice key end assessment tasks, including
Q&A sessions, practical observations, and professional discussions. Prepare
for a final end point assessment, apprentices will be asked to complete a
number of activities in-between visits to build confidence and competence in
the knowledge, skills and behaviour areas.
Learners will undertake Maths and English functional skills Level 1/2
unless proof of prior attainment can be provided. Candidates will have full access to
assessor support via telephone, email, Skype and web links. Our Offices are open Monday to Friday 9:00am
to 17:00pm if you need to speak to someone about your course.
You will access End Point Assessment following a gateway discussion
with your employer and Trainer where entry requirements are discussed, checked
and recorded including functional skills at the required level.
To achieve a pass
To achieve a Distinction
After a minimum of 12 months
You must meet all of the pass
criteria AND 70% of the distinction criteria
Minimum of 1 hour
You must meet all of the pass
criteria AND 80% of the distinction criteria
You must meet all of the pass
criteria AND 75% of the
You will be awarded a Nationally Recognised Qualification
accredited by ICQ. Learners who achieve the
Level 2 Customer Services practitioner naturally move onto the Level 3 Customer
Services Diploma or the Level 3 Management Qualification.
You will be provided with a login to the SCT
website lending access to the course resources.
You will undergo regular evaluation sessions with
trainers and managers. And participate in a variety of activities including
Q&A sessions, practical observations, and professional discussions, you
will also be asked to complete a number of activities in-between visits to
build confidence and competence in the knowledge, skills and behaviour areas in
preparation for your End Point Assessment.
Do I need to be employed to do this course?
Yes, you do need to be employed in an appropriate job role and
workplace to receive funding for this course. If you are not currently employed
in a relevant job role or workplace to your desired qualification please check
out our Commercial or Short Courses.
When am I going to see my assessor?
Once you have been fully enrolled you will hear from your assessor within
7 working days. Your assessor will
arrange to meet with you at your workplace.
It might also be a good idea to invite your employer to attend this
meeting so that they are also aware of the expectations of your assessor. Your assessor will let you have their contact
details as they will be able to provide remote support in- between meetings.
How long does it take to get my certificates?
Once you have successfully passed your End Point Assessment you can
expect to receive your certificates in 3-4 weeks.
Can I complete my course quicker than 12 months?
Funded Apprentices must undertake a minimum of 365 days in training
before you can undertake end point assessment.
If you have a requirement to undertake the course in a shorter timeframe
please consider our commercial opportunities where duration can be learner led.
Can I complete more than one course at once?
You can only complete one funded course at a time. It is not recommended to undertake more than
one course at once but should this need arise please speak to a member of the
team who can advise you further.
What happens if I change my job or my employer?
Don’t worry! If you change your
employer we can follow you to your new employer (with their approval of
course). If you change job role let us know
also as we may be able to deliver something more appropriate to your new
role. It’s important you keep in touch
and we can facilitate.
This cost listed on his course reflects the 5% contribution that an employer would pay on behalf of the employee. The course can also be taken commercially. Please hit the contact us button to find out more about this.
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