Course Overview

The function of customer service requires a prompt, reliable response along with a genuine warmth towards customers and a level of confidence which enables individuals to make difficult decisions.

What will they achieve?

NLTG will provide an assessment and depending on your current level and abilities you will take one of the following routes:

Intermediate Level Apprenticeship:

• City & Guilds Level 2 Diploma in Customer Service
• Functional Skills
• Employee Rights and Responsibilities
• Personal Learning and Thinking Skills

Advanced Level Apprenticeship:

• City & Guilds Level 3 Diploma in Customer Service
• Functional Skills
• Employee Rights and Responsibilities
• Personal Learning and Thinking Skills

What training will they receive?

Your employer will train you in a variety of skills to cover things such as how to communicate with your customers; how to solve customer problems and how to plan and prioritise your work. This will help you to develop in order to exceed customer expectations and deliver continuous improvement in the service you provide to achieve real customer satisfaction.

If you are following an Apprenticeship programme, you will be assessed in the workplace by a qualified NLTG Tutor.

Additional Benefits

• All vacancies are jobs from day one
• Your training will lead to a nationally recognised qualification
• You will receive an attractive wage/salary during training
• We have a dedicated team to support you with your English and maths skills
• We operate an equality and diversity policy
• All employers are appraised for health and safety
• We will visit you regularly during your training
• Your training will be full and varied

Case Study

Jack Knapman at Openhouse products Ltd

My job is in Customer service – this involves responding and helping customers whether it be via phone or email and includes answering enquiries and sending quotes.
I am working towards gaining a level 2 diploma in customer service
I enjoy learning new skills and broadening my knowledge of customer service. I have learnt skills such as how to deal with difficult customers.
As my job role has progressed and expanded to encompass more jobs. I can see more of the benefits that training can provide
I think my employer has benefitted from me becoming more confident in the job role and I now have more skills to do a better job in the role.