Customer Service & Retail
Course Overviews
VTCT Level 1 Certificate in Retail Knowledge
The VTCT Level 1 Certificate in Retail Knowledge is a vocationally related qualification that focuses on the development of the requisite knowledge and understanding to prepare you for a career in the retail industry.
In this qualification you will develop knowledge and understanding of the business of retail, the control, replenishment and handling of stock, maintaining health, safety and security, customer service, the retail selling process and how to work individually and in a team to improve the effectiveness of a retail business.
You also have the option to develop your knowledge and understanding of handling customer payments.
Mandatory unit covered:
- Understanding the business of retail
- Understanding customer service in the retail sector
- Understanding how a retail business maintains health, safety and security on its premises
- Understanding the retail selling process
- Understanding the control, handling and replenishment of stock in a retail business
- Understanding how individuals and teams contribute to the effectiveness of a retail business
Optional unit
- Understanding the handling of customer payments in a retail business
VTCT Level 1 Certificate in Customer Service
The VTCT Level 1 Certificate in customer service is designed for those looking for or have just been employed in a customer service role.
This qualification will develop your skills to pursue a career that involves working with customers. The qualification introduces you to customer service and provides you with the necessary foundations to kick start a career in customer focused industries.
This qualification is suitable for you if you have little or no experience in this sector, whether you are a school leaver or returning to work.
You will cover different methods of communicating and dealing directly with customers as well as ensure that you understand the principles and delivery of customer service.
Mandatory unit covered:
- Understand working in a customer service environment
- Communication in customer service
- Principles of personal performance and development
- Principles of working in a business environment
- Work with others in a business environment
Optional unit
- Deal with customer queries, requests and problems
- Deal with incoming telephone calls from customers
- Manage time and workload
- Meet and welcome visitors in a business environment
VTCT Level 2 Certificate in Retail Knowledge
The VTCT Level 2 Certificate in Retail Knowledge is a vocationally related qualification that focuses on the development of the requisite knowledge and understanding to prepare you for a career in the retail industry.
In this qualification you will develop an understanding of the business of retail, the retail selling process, maintaining health, safety and security, customer service, visual merchandising, retail consumer law, security and loss prevention, and how to work individually and in a team to improve the effectiveness of a retail business.
You also have the option to develop an understanding fashion trends and forecasting and personal shopping and styling.
Mandatory unit covered:
- Understanding customer service in the retail sector
- Understanding how a retail business maintains health and safety on its premises
- Understanding the retail selling process
- Understanding how individuals and teams contribute to the effectiveness of a retail business
Optional unit
- Understanding visual merchandising for retail business
VTCT Level 2 Diploma in Customer Service
The VTCT Level 2 Diploma in Customer Service is ideal if you continually want to deliver and improve the service you offer to your customers. This could assist you in your day to day work, even if customer service is not your main responsibility.
This qualification focuses on the development of the requisite understanding and skills to aid career progression through the application of excellent customer service.
The VTCT Level 2 Diploma in Customer Service provides you with the knowledge and skills to deal with customer problems and how to improve the service you offer. You will develop your knowledge of organisations and how the principles of customer service affects them.
Mandatory unit covered:
- Deliver customer service
- Understand customers
- Principles of customer service
- Understand employer organisations
- Manage personal performance and development
Optional units
- Communicate verbally with customers
- Communicate with customers in writing
- Deal with incoming telephone calls from customers
- Make telephone calls to customers
- Process information about customers
- Exceed customer expectations
- Resolve customer service problems
- Employee rights and responsibilities
- Principles of equality and diversity in the workplace