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	Retail Management Skills
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	Customer Service (Train to Gain)
	Management Level 3 (Train to Gain)

Customer Service (Train to Gain)

Improve skills and performance in customer service
Gain a valuable business qualification – FREE to learner and employer
Help improve team objectives – quality outcomes, profits, exam results
Increase self-worth, productivity, motivation and effectiveness

	Contact the Twin Training team to arrange a Training Needs Analysis at your workplace (free of charge)
	Candidates (or employer on their behalf) can also apply for the course online

Details

Course:	Customer Service (Train to Gain)
Qualification:	City & Guilds NVQ Level 2 in Customer Service 2 mandatory and 5 extra units of choice
Funding:	Fully funded
Benefits:	Wage Subsidy payments available
Structure:	By arrangement with Twin and your employer - Classroom sessions and individual tutorials - We offer daytime, evening and weekend sessions - From weekly to monthly frequency - Total duration could be from 2 to 6 months, for example
Location:	Twin training centres across the South of England OR Your workplace for 8 or more learners

Why take this course?

It can be customised to your needs – when, where and for how long
No cost to learners or employers
High quality, nationally recognised and assessed training programme and qualification
Everyone benefits from up-skilling – employees, managers, team leaders, owners

Who is eligible?

Age:	19+
Basic skills:	Minimum standards of literacy and numeracy required
Status:	Have an employment contract and National Insurance number Not training on any other government-funded course
Qualification:	No prior Level 2 qualification - (Employed women with a Level 2 can take part in the Women-only Pilot Programme’ – ask the Training team for details)
Residence:	Have been living in the EU for at least 3 years

What do trainees learn?

Following a free Training Needs Analysis visit at your site, we’ll devise an appropriate programme for your organisation. This will incorporate the mandatory and optional units selected. Here’s an example programme:

Overview, Skillscan and individual learning plans
Prepare yourself to deliver good customer service
Provide customer service within the rules:

Organisational procedures, external regulation and legislation

Impression and image:

Dealing with customers by telephone: effectiveness and focus
Giving a positive image to customers: rapport, response, information

Delivery:

Recognise diversity in delivering customer service: assumptions, stereotyping, adaptation, expectations

Development and improvement:

Support customer service improvements: excellent service, meet and then exceed expectations, develop customer relationships

At least one ‘optional’ unit from each of these areas must be selected:

Impression and image
Delivery
Handling problems
Development and improvement

Assessment
NVQs are competence-based, so candidates should be able to demonstrate their abilities in a range of customer service-related tasks. Assessment is by observation, professional discussion and learners compiling and submitting a portfolio of evidence. Classroom sessions are typically for three hours and learners also benefit from individual tutorials.

How to apply

Contact the Twin Training team to arrange a Training Needs Analysis at your workplace (free of charge)
Candidates (or employer on their behalf) can also apply for the course online and the Training Team will get back to you very soon.

Partners
Twin is pleased to provide this training programme in association with our partners:

Train to Gain

Train to Gain is a government initiative funded through the Learning and Skills Council. It encourages all types of employer and their staff to value the benefits that learning and skills training bring.

Train to Gain is playing a vital role in tackling the nation’s skills gaps. To date, £1 billion has been made available and over 20,000 employees in 6,000 organisations have benefited already.

Whatever area you work in – could be a school, retailer, entrepreneur, a small or a large business, or other type of organisation - this is a unique chance to make the most of your potential. Take advantage of this top quality, customised training opportunity now.