fbpx

Customer Service

About the course:

This qualification is designed for those who have experience and understanding of working in a customer service sector and wish to improve their knowledge, skills and performance. This is useful when the student is in search of career progression within this sector.

Course Structure:

This course comprises of compulsory and optional units. Students are expected to obtain at least 55 credits in order to qualify for this award.

The criteria are as follows:

  1. 31 credits from Mandatory Group A
  2. A minimum of 15 credits from Optional Group B
  3. A maximum of 9 credits can come from Optional Group

Course Content: 

  1. Organise and Deliver Customer Service
  2. Understand the Customer Service Environment
  3. Resolve Customer’s Problems
  4. Principles of Business
  5. Understand Customers and Customer Retention
  6. Manage Personal and Professional Development

Optional units:

The optional units cover a wide variety of roles within customer service including:

  1. Resolve Customers Complaints
  2. Communicate Verbally with Customers
  3. Gather, Analyse and Interpret Customer Feedback

What are the entry requirements?

There are no formal entry requirements needed in order to join this programme, however, if an A*/9 – C/4 grade in English or Maths at GCSE, or a Level 2 Functional Skill has not be obtained by the candidate then an additional qualification in Level 2 Functional Skills English and/or Maths will be undertaken to ensure there is a smooth progression throughout the course. Experience in an appropriate customer service role is essential for the qualification. Preceding enrolment, an assessor will meet with you to discuss your work experience to ensure it is sufficient in providing the evidence required.

Placements/Work Placements

As this qualification is competence based, it is essential that the student is currently working in a customer service setting. This ensures the student has a vast learning experience which may be used to provide evidence and for specific competencies.

Awarding Body: Edexcel

Assessment Method: For this course, there are a variety of ways in which students will be assessed which are listed below. Each assessment format assesses your skills and progression throughout the course.

Modes of assessment include:

  1. Observation,
  2. Questioning,
  3. Professional discussions,
  4. Witness testimonials
  5. Candidate work products
  6. Statements.

Qualification: Diploma in Customer Service Level 3

Course Mode: Part Time

Duration: Up to 12 Months

Start Dates: The Diploma course can be studied at any time during the year, however, this is subject to the number of students.

Progression route?

Students may use this qualification to further progress to employment.

What are the training costs?

The course fee is £2,573.00, however, some students may be eligible for the 19+ loan which may be used to pay for the course. For more information about the 19+ loan, feel free to contact us.

Are there any additional costs?

There may be additional fees to cover for the cost of textbooks needed for the course.

About the course:

This Customer Service programme involves being at the forefront of employers business and dealing with customers. It is your responsibility that customers receive top quality services and that cases involving customers are dealt with in a professional and positive manner. Students are expected to attend Croydon SAM once a week and spend the remaining time working for your employer. The assessments will occur at the workplace.

Course Structure:

This course comprises of compulsory and optional units. Students are expected to obtain at least 45 credits in order to qualify for this award.

The criteria are as follows:

  1. 19 credits from Mandatory Group A
  2. A minimum of 3 credits from Optional Group B
  3. A minimum of 16 credits from Optional Group C
  4. A maximum of 7 credits can come from Optional Group D

Course Content: 

  1. Deliver customer service
  2. Understand customers
  3. Principles of customer service
  4. Understand employer organisations
  5. Manage personal performance and development

What are the entry requirements?

There are no formal entry requirements needed in order to join this programme, however, if an A*/9 – C/4 grade in English or Maths at GCSE, or a Level 2 Functional Skill has not be obtained by the candidate then an additional qualification in Level 2 Functional Skill English and/or Maths will be undertaken to ensure there is a smooth progression throughout the course. You must be employed in a customer service role.

Awarding Body: Edexcel

Assessment Method: For this course, there are a variety of ways in which students will be assessed which are listed below. Each assessment format assesses your skills and progression throughout the course.

Modes of assessment include:

  1. Observation
  2. Questioning
  3. Professional discussions
  4. Witness testimonials
  5. Candidate work products
  6. Statements

Qualification: Level 2 Diploma in Customer Service

Course Mode: Part Time 

Duration: Up to 12 Months

Start Dates: The course can be studied at any time during the year, however, this is subject to the number of students.

Progression route?

Students may use this qualification to further progress Advanced Apprenticeship (Level 3).

What are the training costs?

The course fee is £1,987.00, however, some students may be eligible for the 19+ loan which may be used to pay for the course. For more information about the 19+ loan, feel free to contact us.

Are there any additional costs?

There may be additional fees to cover for the cost of textbooks needed for the course.

About the course: 

As a customer service practitioner, it is your duty to ensure that a high standard of service is being provided to your customers in all settings. This may involve having to provide your customers with advice, answering their questions, managing their expectations, offering advice and ensuring that they have a pleasant experience. 

Course Structure:

The duration of this programme is 12 months, and students are expected to attend all the monthly training sessions with their assigned tutor at CroydonSAM. Alongside the 12 months programme, your assigned tutor will support you to complete and achieve your level 2 diploma + Functional skills Maths and English level 1. 

As part of the programme, reviews will be held every 8-12 weeks with your assigned tutor. These reviews are important as they will support you to gather the relevant evidence for your portfolio which will include direct observations.

Your employer will be informed of your progress on a regular basis including your readiness to undertake the end point assessment.

Course Content: 

Skills :

  • Interpersonal skills
  • Communication
  • Personal organization
  • Dealing with customer conflict and challenge

Knowledge :

  • Knowing your customers
  • Understanding your organization
  • Meeting regulations and legislation
  • Systems and resources
  • Customer experience
  • Product and services knowledge

Behaviors :

  • Developing self
  • Being open to feedback
  • Equality – treating all customers as individuals

 

What are the entry requirements?

Math and English GCSEs C/4 or above or Functional skills level 1

Apprentices without English or Math’s at Level 1 must achieve this prior to taking the end point assessment.

If you are interested in this apprenticeship you can apply on our website by clicking here via the Apprenticeship Vacancies page.

Assessment Method:

Portfolio of evidence and EPA

Qualification: Level 2 diploma in Customer Service Practitioner

Course Mode: Full time

Progression route?

Upon completion of this programme, learner can progress to a higher level

About the course

Your role as a Customer Service Specialist is to acts as a referral point for dealing with more complex or technical customer requests, complaints, and queries. As an expert You are often an escalation point for complicated or ongoing customer problems 

Course Structure:

The duration of this programme is 18 months, and students are expected to attend all the monthly training sessions with their assigned tutor at CroydonSAM. Alongside the 18 months programme, your assigned tutor will support you to complete and achieve your level 2 diploma + Functional skills Maths and English level 1. 

As part of the programme, reviews will be held every 8-12 weeks with your assigned tutor. These reviews are important as they will support you to gather the relevant evidence for your portfolio which will include direct observations.

Your employer will be informed of your progress on a regular basis including your readiness to undertake the end point assessment.

 

 

Course Content: 

Skills :

  • Working with your customers / customer insights 
  • Customer service performance 
  • Providing a positive customer experience

Knowledge :

  • Business Knowledge and Understanding
  • Customer Journey knowledge
  • Knowing your customers and their needs/ Customer Insight
  • Customer service culture and environment awareness 

Behaviors :

  • Developing self
  • Team working
  • Equality – treating all customers as individuals

What are the entry requirements?

Math and English GCSEs C/4 or above or Functional skills level 2

Apprentices without English or Math’s at Level 2 must achieve this prior to taking the end point assessment.

If you are interested in this apprenticeship you can apply on our website by clicking here via the Apprenticeship Vacancies page.

Assessment Method:

Portfolio of evidence and EPA

Qualification: Level 3 diploma in Customer Service Specialist

Course Mode: Full time

Progression route?

On completion of this apprenticeship, you will become eligible to join the Institute of Customer Service as an Individual member at Professional level. However, if you decide to pursue a customer service career path, you may be eligible for further professional membership including management.

About the course

This course is designed for those who work within a human resources/recruitment role in their current organisation. As a recruiter, you play an integral role in attracting, identifying, and shortlisting the perfect candidates for your organisation.  The programme will equip you with the skills and knowledge needed to achieve this.  

Course Structure:

The duration of this programme is 12 months, and students are expected to attend all the monthly training sessions with their assigned tutor at CroydonSAM. Alongside the 12 months programme, your assigned tutor will support you to complete and achieve your level 3 diploma + Functional skills Maths and English level 1. 

As part of the programme, reviews will be held every 8-12 weeks with your assigned tutor. These reviews are important as they will support you to gather the relevant evidence for your portfolio which will include direct observations.

Your employer will be informed of your progress on a regular basis including your readiness to undertake the end point assessment.

Course Content: 

This course covers many topics including:

  • Business development
  • Candidate sourcing
  • Candidate management
  • Compliance
  • Self-motivation
  • Ethical focused customer approach Communication 

 

What are the entry requirements?

Math and English GCSEs C/4 or above or Functional skills level 1

Apprentices without English or Math’s at Level 1 must achieve this prior to taking the end point assessment.

If you are interested in this apprenticeship you can apply on our website by clicking here via the Apprenticeship Vacancies page.

Assessment Method:

Portfolio of evidence and EPA

Qualification: Level 2 diploma in Recruitment and resources

Course Mode: Full time

Progression route?

On completion of the programme, you can progress to level 3 apprenticeships.

About the course

This course is designed to equip you with skills needed to work with clients, understand their needs and in turn provide them with the best quality candidates for their roles.

The course will help you develop the skills needed to be an effective recruitment consultant. The skills you will develop include but are not limited to negotiation; sales and interpersonal skills. 

 

Course Structure:

The duration of this programme is 18 months, and students are expected to attend all the monthly training sessions with their assigned tutor at CroydonSAM. Alongside the 18 months programme, your assigned tutor will support you to complete and achieve your level 3 diploma + Functional skills Maths and English level 1. 

As part of the programme, reviews will be held every 8-12 weeks with your assigned tutor. These reviews are important as they will support you to gather the relevant evidence for your portfolio which will include direct observations.

Your employer will be informed of your progress on a regular basis including your readiness to undertake the end point assessment.

Course Content: 

This course covers many topics including:

  • Business development
  • Candidate sourcing
  • Compliance
  • Ethical focused customer approach Communication 

 

What are the entry requirements?

Math and English GCSEs C/4 or above or Functional skills level 2

Apprentices without English or Math’s at Level 2 must achieve this prior to taking the end point assessment.

If you are interested in this apprenticeship you can apply on our website by clicking here via the Apprenticeship Vacancies page.

Assessment Method:

Portfolio of evidence and EPA

Qualification: Level 3 diploma in Recruitment Consultant Apprenticeship

Course Mode: Full time

Progression route?

On completion of the programme, you can progress to level higher apprenticeships.