CUSTOMER SERVICE

CUSTOMER SERVICE PRACTITIONER

 

Start date: Flexible

Level: 2

Typical Duration: 15 Months

Great customer Service helps deliver an outstanding experience to your clients and stakeholders. This course is ideal for anyone in a customer facing role, responsible for delivering high quality service to internal and external customers.

The core responsibilities of a Customer Service Practitioner are based around; interacting with customers, providing excellent service while sharing information and knowledge about a specific product. This includes different types of communication such as; face-to-face, telephone, email, online messenger, social media or post.

Our Customer Service Practitioner Apprenticeship helps individuals to understand the importance of customer experience to the reputation of a business and the value they can add by delivering excellent standards of customer service.

A dedicated DBC Training development coach uses a combination of physical and virtual coaching for a truly blended learning experience.

MONTH 1

Introduction to the programme, setting out expectations

MONTH 2

Understanding your organisation

MONTH 3

Product and service knowledge

MONTH 4

Regulations and legislation affecting customer service

MONTH 7

Knowing your customers and customer experience

MONTH 5

Developing self, roles and responsibilities 

MONTH 8

Interpersonal skills and communication

MONTH 6

Dealing with customer conflict and challenge

MONTH 9

Mock observation

MONTH 10

Portfolio evidence selection and development

MONTH 10

EPA preparation

MONTH 10

EPA Gateway

END POINT ASSESSMENT

Knowledge and behaviours test, practical assessment, portfolio of evidence

CUSTOMER SERVICE SPECIALIST

Start date: Flexible

Level: 3

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 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.

MONTH 1

Introduction to the programme, setting out expectations

MONTH 2

Impacts of service provision and leadership styles on business

MONTH 3

Customer journeys, processes and introduction to work based project

MONTH 4

Solving customer issues, commercial  factors and authority limits

MONTH 5

Understand your organisation's current business strategy

month 7

Analysing customer insights

MONTH 8

Understand a range of leadership styles

month 10

Impact of customer regulatory considerations

month 11

Understand what drives loyalty, retention and satisfaction

month 13

EPA preparation 

month 14

EPA preparation

MONTH 6

Knowing your customers' needs

MONTH 9

Impact of different customer types and cultures

month 12

Professional discussion preparation

month 15

EPA Gateway

month 13

Practical observation, work based project, interview, professional discussion

For more information on this apprenticeship, please contact us on 01332 947973.

To find out more about the apprenticeship incentives available, click here.