Customer Service

Customer Service

Employers recognise the key role customer-facing staff play in determining the quality of the customer experience and in increasing customer loyalty. Therefore there is a need to raise customer service standards and increase the supply of people with customer service skills.

Progression opportunities

customer service

 

What you will learn

Customer Service Apprenticeship framework diagram

Level 2 Diploma in Customer Service
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Mandatory Units

  • Deliver customer service
  • Manage personal performance and development
  • Principles of customer service
  • Understand customers
  • Understand employer performance and development

Optional Units

Group B

  • Communicate verbally with customers
  • Communicate with customers in writing

Group C

  • Deal with incoming telephone calls from customers
  • Make telephone calls to customers
  • Promote additional products and/or services to customers
  • Process information about customers
  • Exceed customer expectations
  • Deliver customer service whilst working on customers’ premises
  • Resolve customer service problems
  • ...and many more

Group D

  • Health and safety procedures in the workplace
  • Manage diary systems
  • Provide reception services
  • Contribute to the organisation of an event
  • Buddy a colleague to develop their skills
  • Employee rights and responsibilities
  • Develop working relationships with colleagues
  • Principles of equality and diversity in the workplace
  • Processing sales orders
  • …and many more

 

Level 3 Diploma in Customer Service
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Mandatory Units

  • Organise and deliver customer service
  • Understand the customer service environment
  • Resolve customers’ problems
  • Principles of business
  • Understand customers and customer retention
  • Manage personal and professional development

Optional Units

Group B

  • Develop resources to support consistency of customer service delivery
  • Use service partnerships to deliver customer service
  • Resolve customers’ complaints
  • Gather, analyse and interpret customer feedback
  • Monitor the quality of customer service interactions
  • Communicate verbally with customers
  • Communicate with customers in writing
  • Promote additional products and/or services to customers
  • Exceed customer expectations
  • Deliver customer service to challenging customers
  • ...and many more

Group C

  • Manage team performance
  • Manage individuals’ performance
  • Negotiate in a business environment
  • Buyer behaviour in sales situations
  • Manage diary systems
  • Processing sales orders
  • Bespoke software
  • ...and many more

 

 

Click to view current Apprenticeship Vacancies here

 
Apprenticeships
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