Customer Service College
One of the ambitions of Customer Service Valley is to further professionalize customer service. Therefore a training programme has been developed to that end in collaboration with the covenant partners from the education sector. Initially the training programme was offered at senior secondary vocational level and from 2016 it will also be offered at the university of applied sciences level. Customer Service College will thus not only contribute to the development of the profession, but also offer more prospects and career possibilities for people who are already working in the sector or who wish to do so. That will enable the College to offer businesses an optimum match between the demand for quality and the quantity of supply. All training courses in the Customer Service College will lead to a recognized senior secondary vocational diploma or university of applied sciences degree. Customer service is a profession – and one that you can learn!
In the first quarter of 2016, there are sixteen agents between 16 and 62 years of age getting their start
At the senior secondary vocational level, you can follow the level-2 Administrative Employee educational programme, specializing as a switchboard receptionist. In this programme your courses will be taught by qualified lecturers from the Arcus College and/or Leeuwenborgh Regional Training Centres. During your training as an agent, the educational programme will address a range of topics, including:
* customer communication
* body language during a conversation
* customer needs
* secretarial and administrative activities
The programme also includes modules in Dutch, English, mathematics, and career guidance. The modules for Dutch reading and listening skills and mathematics are concluded with an official examination administered by the Dutch government. The modules for Dutch presentational speaking, conversational speaking, and writing, as well as for English and career guidance, are concluded with an examination administered by the Regional Training Centre. The modules that are directly related to the subject of the programme are also concluded with an examination administered by the Regional Training Centre.
Studying and working in Customer Service Valley
The programme lasts for one year, during which you will follow classroom-based lessons. The lessons are given in Customer Service Valley's classroom located at Werkplein/Podium 24 in Maastricht. You will spend the first four months in classroom-based lessons For the following eight months you will gain practical experience in your field. You will work 32 hours a week at one of Customer Service Valley's partners: VodafoneZiggo, Arvato Benelux BV, Q-Park, and/or the Municipality of Maastricht.
* customer communication
* body language during a conversation
* customer needs
* secretarial and administrative activities
The programme also includes modules in Dutch, English, mathematics, and career guidance. The modules for Dutch reading and listening skills and mathematics are concluded with an official examination administered by the Dutch government. The modules for Dutch presentational speaking, conversational speaking, and writing, as well as for English and career guidance, are concluded with an examination administered by the Regional Training Centre. The modules that are directly related to the subject of the programme are also concluded with an examination administered by the Regional Training Centre.
Studying and working in Customer Service Valley
The programme lasts for one year, during which you will follow classroom-based lessons. The lessons are given in Customer Service Valley's classroom located at Werkplein/Podium 24 in Maastricht. You will spend the first four months in classroom-based lessons For the following eight months you will gain practical experience in your field. You will work 32 hours a week at one of Customer Service Valley's partners: VodafoneZiggo, Arvato Benelux BV, Q-Park, and/or the Municipality of Maastricht.
In addition to your work, you will follow classroom-based lessons one day a month. This day will be spent in evaluating your progress, discussing your work experience, and completing the modules.
Then you can start working as an agent!
After the year-long programme, you will be granted your senior secondary vocational diploma (level 2) as an Administrative Employee and you will also be a sector-certified Contact Center Agent (CCA).
After the year-long programme, you will be granted your senior secondary vocational diploma (level 2) as an Administrative Employee and you will also be a sector-certified Contact Center Agent (CCA).
