Customer Service Intermediate

CUSTOMER SERVICE INTERMEDIATE APPRENTICESHIP

To complete this apprenticeship 45 credits are required consisting of the following:

  1. 19 credits from Mandatory Units
  2. Minimum of 3 credits from Group B optional units
  3. Minimum of 16 credits from Group C optional
  4. Maximum of 7 credits from Group D optional units

A minimum of 45 credits must be achieved through completion of units at level 2 or above.

Designed for learners to:

  • Demonstrate a broad set of skills when carrying out customer service related tasks
  • Develop an understanding of the principles that underpin working in a customer service role including understanding customers and employers
  • Enhance softer-skills development in areas such as communication, problem solving, analysing feedback and using social media to deliver customer services and real-time online customer service support
  • Demonstrate occupational competence in a range of customer service roles, such as :
  • Customer Service Advisor Customer Service Operator Receptionist
  • Service Agent Help Desk Operative Call Centre Agent

**Group A: Mandatory Units (19 credits) **

Unit Code Unit Title Level Credits
CS 7 Deliver customer service 2 5
CS 8 Understand customers 2 2
CS 9 Principles of customer service 2 4
B&A 38 Understand employer organisations 2 4
M&L 1 Manage personal performance and development 2 4

** Group B: Optional Units (minimum 3 credits) **

Unit Code Unit Title Level Credits
CS 5 Communicate verbally with customers 2 3
CS 6 Communicate with customers in writing 2 3

**Group C: Optional Units (minimum 16 credits) **

Unit Code Unit Title Level Credits
CS 10 Deal with incoming telephone calls from customers 2 3
CS 11 Make telephone calls to customers 2 3
CS 12 Promote additional products and/or services to
customers 2 2
CS 13 Process information about customers 2 3
CS 14 Exceed customer expectations 2 3
CS 15 Deliver customer service whilst working on customer’s premises 2 4
CS 16 Carry out customer service handovers 2 3
CS 17 Resolve customer service problems 2 5
CS 18 Deliver customer service to challenging customers 2 3
CS 19 Develop customer relationships 2 3
CS 20 Support customer service improvements 2 3
CS 21 Support customers through real-time online customer service 2 3
CS 23 Use social media to deliver customer service 2 3
CS 31 Resolve customers’ complaints 3 4
CS 32 Gather, analyse and interpret customer feedback 3 5
CS 22 Support customers using self-service equipment 2 3
CS 24 Provide post-transaction customer service 2 5

Group D: Optional Units (maximum of 7 credits)

Unit Code Unit Title Level Credits
CFAQ 3 Health and safety procedures in the workplace 2 2
B&A 13 Manage diary systems 2 2
B&A 19 Provide reception services 2 3
B&A 27 Contribute to the organisation of an event 2 3
B&A 35 Buddy a colleague to develop their skills 2 3
B&A 39 Employee rights and responsibilities 2 2
M&L 2 Develop working relationships with colleagues 2 3
M&L 7 Principles of equality and diversity in the workplace 2 2
CFAQ 4 Processing sales orders 2 2
CFAQ 5 Meeting customers’ after sales needs 2 3
CFAQ 6 Handling objections and closing sales 2 3
CC 38 Deal with incidents through a contact centre 2 7
CC 19 Carry out direct sales activities in a contact centre 2 5
B&A 42 Negotiate in a business environment 3 4
CFAQ 9 Bespoke Software

Functional Skills to the following levels

Functional Skills Title Level
Maths 1
English 1

Additional Requirements: -ERR Workbook -PLTS (included within Mandatory units of Competence certificate)

Employee Rights and Responsibilities:

The Employee Rights and Responsibilities component of the apprenticeship can be achieved through either achieving unit Employee rights and responsibilities (QCF) - this is an optional unit included within the combined qualification, or the Skills CFA ERR Workbook

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