Course code: XMZQ190P
Subject area: Apprentices
Study level: Apprenticeship
Course level: 3
9:00am - 5:00pm
1st Aug 2020 - 31st Jul 2021
01235 216 216
The main purpose of a customer service specialist is to be a ‘professional’ for direct customer support within all sectors and organisation types. You are an advocate of Customer Service who acts as a referral point for dealing with more complex or technical customer requests, complaints, and queries. You are often an escalation point for complicated or ongoing customer problems.
Course overviewAs an expert in your organisation’s products and/or services, you share knowledge with your wider team and colleagues. You gather and analyse data and customer information that influences change and improvements in service. Utilising both organisational and generic IT systems to carry out your role with an awareness of other digital technologies. This could be in many types of environment including contact centres, retail, webchat, service industry or any customer service point.
Duration: • 15 months practical training period, plus 3 months for End Point Assessment
Delivery model:• Work-based training with your employer• 10 days college attendance to complete Business Professionals course• Approximately 12 on-site assessment visits per year• Level 2 Functional Skills in Maths and English (7 days at college for each, if required)• Off the job training will count for at least 20% of an apprentice’s time at work
Qualifications included:• Level 2 Functional Skills in English and Maths
End Point Assessment:• Practical observation• Work based project, supported by interview• Professional discussion, supported by portfolio evidence
What will apprentices learn?• Understand what continuous improvement means in a service environment and how your recommendations for change impact your organisation• Understand the impact your service provision has on the wider organisation and the value it adds• Understand your organisation’s current business strategy in relation to customers and make recommendations for its future• Understand the principles and benefits of being able to think about the future when taking action or making service related decisions• Understand a range of leadership styles and apply them successfully in a customer service environment• Understand and critically evaluate the possible journeys of your customers, including challenges and the end-to-end experience• Understand the reasons why customer issues and complex situations sometimes need referral or escalation for specialist attention• Understand the underpinning business processes that support you in bringing about the best outcome for customers and your organisation• Understand commercial factors and authority limits for delivering the required customer experience• Understand how to analyse, use and present a range of information to provide customer insight• Understand what drives loyalty, retention and satisfaction and how they impact on your organisation• Understand different customer types and the role of emotions in bringing about a successful outcome• Understand how customer expectations can differ between cultures, ages and social profiles• Understand your business environment and culture and the position of customer service within it• Understand your organisation structure and what role each department needs to play in delivering Customer Service and what the consequences are should things go wrong• Understand how to find and use industry best practice to enhance own knowledge