Who Is It For
This apprenticeship is for anyone who is in a customer facing role
Your actions will influence the customer experience and their satisfaction with your organisation. You will demonstrate excellent customer service skills and behaviours as well as product and/or service knowledge when delivering to your customers. You provide service in line with the organisation’s customer service standards and strategy and within appropriate regulatory requirements. Your customer interactions may cover a wide range of situations and can include; face-to-face, telephone, post, email, text and social media.
What Will You Learn
Take ownership for keeping your service knowledge and skills up-to-date.
Consider personal goals and propose development that would help achieve them.
Being open to feedback
Act on and seek feedback from others to develop or maintain personal service skills and knowledge.
Frequently and consistently communicate and work with others in the interest of helping customers efficiently.
Share personal learning and case studies with others, presenting recommendations, and improvement to support good practice.
Treat customers as individuals to provide a personalised customer service experience.
Uphold the organisations core values and service culture through your actions.
Demonstrate personal pride in the job through appropriate dress and positive and confident language.
Use communication behaviours that establish clearly what each customer requires and manage their expectations.
Take ownership from the first contact and then take responsibility for fulfilling your promise.
The apprenticeship will take a minimum of 12 months to complete
Apprentices will be required to have or achieve level 1 English and Maths and to have taken level 2 English and Maths tests prior to completion of their Apprenticeship.
Completion of this apprenticeship will lead to eligibility to join the Institute of Customer Service as an Individual member at Professional level.