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Level 3 Advanced Apprenticeship in Customer Service

Level 3 Advanced Apprenticeship in Customer Service

Level 3 Advanced Apprenticeship in Customer Service


This qualification is suitable for those in a Customer Service environment or those who interact on a regular basis with external and internal clients and have some level of responsibility.

Subjects you may cover include:

  • Understanding customer service to improve service delivery
  • Knowing the rules to follow when developing customer service
  • Making customer service personal
  • Going the extra mile in customer service
  • Dealing with customers in writing or using ICT
  • Using customer service as a competitive tool
  • Organising the promotion of services or products to customers
  • Delivering customer service on your customer’s premises
  • Recognising diversity when delivering customer service
  • Delivering customer service using service partnerships
  • Organising the delivery of reliable customer service
  • Improving the customer relationship
  • Monitoring and solve customer service problems
  • Applying risk assessment to customer service
  • Processing customer service complaints
  • Working with others to improve customer service
  • Promoting continuous improvement in customer service
  • Developing own and others’ customer service skills
  • Leading a team to improve customer service
  • Gathering, analysing and interpreting customer feedback

At the end of the course, you will gain an NVQ Level 3 Customer Service qualification. You will then be able to progress onto CMI Level 3 First Line Management.

This course will require college attendance. You will receive regular workplace assessments in order to assess competency and you will sit a number of exams during the length of your programme.

Grade 4 (C) or above in English and maths.

You will be required to create a portfolio of evidence and to sit functional skill Level 2 English and maths if you do not have Grades 4 (C) or above.

Course Summary

Length of study:
18 Months


Study campus:
Henley & City

Course level:
Level 3

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