To complete this apprenticeship 45 credits are required consisting of the following:
A minimum of 45 credits must be achieved through completion of units at level 2 or above.
Designed for learners to:
**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