CUSTOMER SERVICE SPECIALIST
Start date: Flexible
Typical duration: 12 Months
Excellent customer service gives an outstanding experience to all of your clients and our Customer Service Specialist apprenticeship is designed to reach the highest levels of customer experience.
This apprenticeship is particularly aimed at individuals who are more experienced customer service agents with the skills needed to respond to more complicated, ongoing customer issues. It can be offered independently or as a progression from L2 Customer Service Apprenticeship.
Our expert training covers topics such as; creating excellent customer experiences, service delivery, service improvement, understanding customer need and customer insight. This supports an individual to develop outstanding customer service skills across different types of communication such as; face-to-face, telephone, email, online messenger, social media or post.
We use a blended delivery model that includes both online and in-person support from an experienced development coach who helps individuals reach their potential in providing outstanding customer service.
Introduction to the programme, setting out expectations
Impacts of service provision and leadership styles on business
Customer journeys, processes and introduction to work based project
Solving customer issues, commercial factors and authority limits
Understand your organisation's current business strategy
Knowing your customers' needs
Analysing customer insights
Understand a range of leadership styles
Impact of different customer types and cultures
Impact of customer regulatory requirements
Understand what drives loyalty, retention and satisfaction
Professional discussion preparation
Work based project