Designed especially for staff working in the retail automotive
industry this will equip them to deliver better customer
service
The programme
The Level 2 Certificate comprises QCF credit rated units
developed by the Institute of Customer Service, the standards
setting body for the customer service sector. This qualification
gives your staff an appreciation of the importance of delivering
good customer service and a set of skills that will make a real
difference to your business.
The Level 2 Certificate in Customer Service forms the competence
element of the Intermediate Apprenticeship. The
technical certificate has been designed by IMI Awards.
Employer benefits
- 74% of employers state that customer service has improved as a
result of Mantra Learning
- 67% of employers have experienced an improvement in
productivity and growth
- 79% of employers have reduced staff turnover and lower
absenteeism following Mantra courses
- Access to a fully funded Health and Safety audit worth over
£300, and a Business Improvement Needs Analysis (BINA)
Outcomes
The programme ensures staff understand
the relationship between customer service and business success. The
Customer Service Intermediate Apprenticeship also equips staff with
the functional and key skills to drive your business forward.
Funding
Part or full Government funding is
usually available for the programme. Employers should also support
learners by providing time for study.
Programme delivery
All Mantra Learning Training Advisors
are industry professionals who are specialists in the area in which
they teach and are members of the Institute for Learning.
Programme design
A minimum of 28 credits are required
from the competency certificate and 17 credits from the technical
certificate. Please see course information sheet for the full list
of units.
Topics include:
- Demonstrate a clear understanding of customer service
- Understand how to communicate effectively with customers
- Understand how to deliver reliable customer service
- Understand how to use dealer management systems
- Understand how to recognise and deal with queries, requests and
problems
- Understand how to develop customer service relationships
Assessment
The Mantra Learning Advisor will use a
range of assessment methods including observation, question and
answer, video, professional discussion and written reports. Their
visits usually take place once a month with progress assessed and
reviewed every three months or sooner if necessary. We also arrange
an Employer Review every six months to measure the impact on your
business.
Opportunities for further development
Learners can progress to:
- Advice and Guidance Level 3 Certificate
- Customer Service Level 3 Diploma or Advanced
Apprenticeship
Course Dates
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Please call us on 0800 389 5283 or send us your enquiry via our online form
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