Training for the Level 2 Modern Apprenticeship is based around a combination of mandatory and optional modules. You’ll need to complete seven units in total: two mandatory units, at least one from groups A to D and one more from any group.
Mandatory:communicate using customer service language; follow the rules to deliver customer service.
Optional Group A: includes units in communicating effectively with customers, promoting additional services or products.
Optional Group B: includes units in delivering reliable customer service, recognising diversity and using questioning.
Optional Group C: includes units in resolving customer service problems and delivering customer service to difficult customers.
Optional Group D: includes units in developing customer relationships and supporting customer service improvements.
For more information, please request an information pack.