Course
Customer Service Specialist - Level 3
Course type:
Apprenticeships
Age:
16+
Duration:
18 month
Cost:
Fully funded
Location:
Blended
About the course
This apprenticeship is delivered through a range of tutorial workshops complemented by monthly one-to-one visits from a dedicated Development Coach. Learners will be required to present a work-based project they have led as part of the programme.
Aim
The aim of this apprenticeship is to develop motivated, highly professional staff who are brand champions of their organisation. Participants will gain a comprehensive understanding of delivering excellent customer service from start to finish, ultimately enhancing customer satisfaction and reducing complaint levels.
Learning outcomes
- Acquire specialist customer service knowledge and skills.
- Improve customer service delivery.
- Gain competence in handling and resolving complex customer service issues.
- Receive an introduction to team working and leadership styles.
- Enhance project management skills.
Course structure
- Business Knowledge and Understanding: Learn about the key elements of business operations.
- Customer Journey Knowledge: Understand the customer’s journey and how to enhance their experience.
- Knowing Your Customers and Their Needs/Customer Insight: Gain insights into customer behaviour and needs.
- Customer Service Culture and Environment Awareness: Develop awareness of the organisational culture and environment that impacts customer service.
Skills development
- Business-Focused Service Delivery: Provide services that align with business goals.
- Providing a Positive Customer Experience: Ensure a positive experience for every customer interaction.
- Working with Your Customers/Customer Insights: Effectively collaborate with customers based on their insights.
- Customer Service Performance: Measure and improve customer service performance.
- Service Improvement: Continuously seek ways to improve customer service.