Benefits of FNTC training courses • Better trained employees, with the right skills • Improved productivity • Motivated, loyal and confident staff • Potential managers or leaders of the future • Improved retention, especially in high turnover sectors • Addressing skills shortages

Course content At level 2 you will learn the importance of customer service, communicating effectively and ensuring customer safety and security. You will also learn how to give a positive impression of yourself and your organisation, how to be customer focussed, give a good service, resolve customer problems and deal with difficult situations. At Level 3 you may be in a supervisory position/position of authority where you can process referred complaints, analyse feedback and implement improvements or make recommendations in enhanced customer service.

Learners can benefit from • Developing the skills needed to provide excellent

customer service • Gain training that is focussed on individual

organisational needs • Learning that is focussed on employee competence

and understanding of works procedures • Achieving a nationally recognised qualification with

established progression routes • Demonstrating a commitment to Continuous

Professional Development • Progressing in your career

Develop  the  knowledge  and  skills  you  need  to  work  in  a  customer  service  environment  

Level  2  Certificate  and  Level  3  Diploma  in  Customer  Service  

Who is it suitable for? This qualification is suitable for anyone working in a customer service environment. We recognise that employment in the customer service sector involves a diverse range of functions, tasks and activities that are constantly changing and developing. Anyone working with customers in any work environment can benefit from this qualification.

How is it delivered? Learners receive one to one support in the workplace from an experienced FNTC Training assessor and can also attend classes and utilise online learning resources at one of our training centres. If on an apprenticeship, learners complete the full apprenticeship framework which can include:

• Maths and English • Employment Rights and Responsibilities • L2/3 NVQ • L2/3 Certificate • Personal Learning and Thinking Skills

Delivery models are tailored to meet the needs of the individual and their employer.

How long will it take? Apprenticeship will be delivered over a minimum 12 month period.

Entry requirements Aged 16+

Cost Course cost on request. Government funding/grants may be available.

 

 

www.fntctraining.co.uk | Tel: 023 80 866664

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