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 CUSTOMER SERVICE 

APPRENTICESHIPS

LEVEL 2
 CUSTOMER SERVICE PRACTITIONER 

 

Start date: Flexible

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.

Download Apprenticeship Overview

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 5

Developing self, roles and responsibilities

MONTH 6

Dealing with customer conflict and challenge

MONTH 7

Knowing your customers and customer experience

MONTH 8

Interpersonal skills and communication

MONTH 9

Mock observation

MONTH 10

Portfolio evidence selection and development

MONTH 11

EPA preparation

MONTH 12

EPA Gateway

MONTHS 12-15

END-POINT ASSESSMENT

Knowledge and behaviours test, practical assessment, portfolio of evidence

LEVEL 3
 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.

Download Apprenticeship Overview

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

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

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 6

Knowing your customers' needs

MONTH 7

Analysing customer insights

MONTH 8

Understand a range of leadership styles

MONTH 9

Impact of different customer types and cultures

MONTH 10

Impact of customer regulatory requirements

MONTH 11

Understand what drives loyalty, retention and satisfaction

MONTH 12

Professional discussion preparation

MONTH 13

EPA preparation

MONTH 14

EPA preparation

MONTH 15

EPA Gateway

END-POINT ASSESSMENT

Practical observation

Work based project

Interview

Professional discussion