CUSTOMER SERVICE
APPRENTICESHIPS
LEVEL 3
CUSTOMER SERVICE SPECIALIST
Start date: Flexible
Typical duration: 15 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.
MODULE 1
Introduction to the programme, setting out expectations
MODULE 2
Impacts of service provision and leadership styles on business
MODULE 3
Customer journeys, processes and introduction to work based project
MODULE 4
Solving customer issues, commercial factors and authority limits
MODULE 5
Understand your organisation's current business strategy
MODULE 6
Knowing your customers' needs
MODULE 7
Analysing customer insights
MODULE 8
Understand a range of leadership styles
MODULE 9
Impact of different customer types and cultures
MODULE 10
Impact of customer regulatory requirements
MODULE 11
Understand what drives loyalty, retention and satisfaction
MODULE 12
Professional discussion preparation
MODULE 13
EPA preparation
MODULE 14
EPA preparation
MODULE 15
EPA Gateway
END-POINT ASSESSMENT
Practical observation
Work based project
Interview
Professional discussion