NOCN Intermediate Apprenticeship in Customer Service
Why should I study this course?
This qualification develops customer service skills and knowledge. It includes identifying and resolving customer service issues, communication with customers, dealing with customer calls and enquiries, customer relationship management, complaint resolution, promoting services and products through events and social media, dealing with customers in their own home, collecting and acting on customer feedback, supporting customers online, and after-sales service.
How is the course assessed?
Learners show their abilities by performing real working tasks in a customer-facing setting. They can also simulate activities. Evidence includes printed copies of the work they do every day, such as letters, emails and reports, or statements from their supervisor witnessing their work. Written or oral question and answers, and statements from the learner themselves also assess competence. This will be collected in a Portfolio of Evidence. Learners will be supported by a qualified tutor/assessor who will be a subject specialist.
How many hours of study are there?
If studying part time, learners will usually meet with one of our tutors/assessors for an hour every three weeks. If full time, they will meet for an hour every week. This is to make sure their work matches the course criteria, carry out assessments, give feedback and agree on how to proceed.
How do I progress with this qualification?
Once gained learners can progress to the NOCN Level 3 Diploma in Customer Service (QCF) or other relevant level 3 course, the equivalent of two 'A' Levels. Or they could use the knowledge and skills gained to start working effectively in roles such as customer service assistants, representatives or agents; sales administrators; receptionists; or call centre advisors.
What are the entry requirements?
There are no entry requirements for this course, nor is any previous learning needed. However, learners will need to show competence in customer service skills so will need to work in a customer-facing setting.