Level 2 Catering & Hospitality Customer Service Intermediate Apprenticeship

This course consists of the following:

• Level 2 Catering & Hospitality Customer Service NVQ
• Keyskills/Functional Skills
• Technical Certificate
• Employment Rights & Responsibilities (ERR)
• Personal Learning & Thinking Skills (PLTS)

• Communicate using customer service language
• Follow rules to deliver customer service

Optional Units - Impression & Image:

• Maintain a positive & customer friendly attitude
• Adapt your behaviour to give a good customer service impression
• Communicate effectively with customers
• Give customers a positive impression of yourself & your organisation
• Promote additional services or products to customers
• Process information about customers
• Live up to the customer service promise
• Make customer service personal
• Go the extra mile in customer service
• Deal with customers face to face
• Deal with incoming telephone calls from customers
• Make telephone calls to customers
• Deal with customers in writing or electronically
• Use customer service as a competitive tool
• Organise the promotion of additional services or products to customers
• Build a customer service knowledge set

Optional Units - Delivery:

• Do your job in a customer-friendly way
• Deliver reliable customer service
• Deliver customer service on your customer's premises
• Recognise diversity when delivering customer service
• Deal with customers across a language divide
• Use questioning techniques when delivering customer service
• Deal with customers using bespoke software
• Maintain customer service effective handover
• Deliver customer service using service partnerships
• Organise the delivery of reliable customer service
• Improve the customer relationship

Optional Units - Handling Problems:

• Recognise & deal with customer queries, requests & problems
• Take details of customer service problems
• Resolve customer service problems
• Deliver customer service to difficult customers
• Monitor & solve customer service problems
• Apply risk assessment to customer service
• Process customer service complaints

Optional Units - Development & Improvement:

• Develop customer relationships
• Support customer service improvements
• Develop personal performance through delivering customer service
• Support customers using on-line customer services
• Buddy a colleague to develop their customer service skills
• Develop your own customer service skills through self-study
• Support customers using self-service technology
• Work with others to improve customer service
• Promote continuous improvement
• Develop your own & others' customer service skills
• Lead a team to improve customer service
• Gather, analyse& interpret customer feedback
• Monitor the quality of customer service transactions

To achieve the full qualification students must attain a minimum of 28 credits in total.

This comprises of:

• All of the mandatory units (8 credits)
• A further 20 credits must be achieved by completing a minimum of one unit from each Optional Group

Units to be discussed with assessor and selected for the appropriate job role and train

Students must:

• Be aged 16 or over
• Not be in full-time education or on any other training programme
• Have lived in the UK for the past three years
• Students will be expected to have a contract to work a minimum of 30 hours per week. This must be paid employment. However, you can still apply for this course if you are actively seeking employment, but this must be in place before you can commence the training.

There are no formal entry requirements for any level, however the employer may stipulate entry qualifications when recruiting an apprentice to a particular job role.

As there may be different entry requirements for apprenticeships, depending on the occupational sector, all students are required to have an initial assessment test.