City & Guilds 4410 Level 2 Certificate in Customer Service
Course Agenda (3 days) for Customer Officers with sufficient experience

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Day One (Lectures & Worksheets)
8:45	Tea & Coffee
9:00	Introduction and Course Programme Unit 1 - Customer Service Principles
10:30	Tea & Coffee
11:00	Unit 2 - Develop, Maintain and Support the Customer Service Environment
12:30	Lunch
13:30	Unit 3 - Maintain Procedures, Services and Processes for Customers
15:00	Tea & Coffee
15:30	Unit 4 - Preventing & Managing Challenging Behaviour *
17:00	Close of Day One

Day Two (Assignments **)
8:45	Tea & Coffee
9:00	Introduction to Assignments
9:30	Assignment No 1 - Customer Service Principles
10:30	Tea & Coffee
11:00	Assignment No 2 - Develop, Maintain and Support the Customer Service Environment
12:30	Lunch
13:30	Assignment No 3 - Maintain Procedures, Services and Processes for Customers
15:00	Tea & Coffee
15:30	Customer Service Overview
17:00	Close of Day Two

Day Three (GOLA Exams)
8:45	Tea & Coffee
9:00	Overview
9:30	Unit 1 - Overview/Quiz
11:00	Tea & Coffee
11:15	Unit 2 - Overview/Quiz
12:45	Lunch
13:30	Unit 3 - Overview/Quiz
15:00	Tea & Coffee
15:15	City & Guilds Gola Exam Set Up/Navigation
15:30	City & Guilds Gola Exam Start ***
16:30	Tea & Coffee and Close of Course

* Unit 4 has been added and includes an element of Conflict Management
** Each Assignment has a maximum time period of 3 hours
*** GOLA Exam Timetable is dependant on the number of candidates