Customer Service Practitioner Level 2Apprenticeship – Providing customer service products and services for businesses and other organisations including face-to-face, telephone, digital and written contact and communications
Apprenticeships are designed to develop knowledge, improve skills and instil the right behaviours for anyone, at any level, in any business or industry looking to boost development and progression opportunities.
Introduction to Customer Service
Customer Service underpins the customer’s pre and post purchase experience and therefore is so important in how organisations attain and retain their customer base. Customer Service representatives are at the forefront of the business, providing the support and information customers need before and after buying goods/services. Excellent Customer Service will deliver excellent results, so a real focus is needed on developing people in this area is needed.
Customer Service Practitioner Level 2 Summary
The Customer Service Practitioner Level 2 Apprenticeship will cover a broad range of topics and modules which will help delivery of high quality products and services to the customers of the organisation. Developing the key skills, knowledge and behaviours to better deal with orders, payments, offering advice, guidance and support, meet-and-greet, sales, fixing problems, aftercare, service recovery or gaining insight through measuring customer satisfaction will all help strive for excellent customer service and greater results.
The Customer Service Practitioner Level 2 Apprenticeship will cover a broad range of topics and models across the programme. Our expert development coaches will provide you with the key knowledge, skills and behaviours to effectively implement tools and techniques with some of the key modules covering;
- Self Development
- Knowing Your Customer
- Customer Experience & Product Knowledge
- Systems & Resources
- Roles & Responsibilities
- Understanding Your Organisation’s Core Values & Culture
- Regulations & Legislation
- Dealing with Difficult Customers
- Interpersonal Skills
- Maths & English Support
- Templates, tools and other pro-formas to use and keep
Value Added Delivery
Qualification: Level 2 Customer Service Practitioner Apprenticeship.
Measurable Impact: Each project will be defined, qualified and approved within a Profit Improvement Plan (PIP), agreed with you in advance. The PIP is a great management tool and clearly demonstrates the progress of each project using DMAIC and a RAG rating.
Mentors: We can help identify, and advise on a suitable Mentor within your organisation. We are able to provide coaching to the nominated Mentor so that they fully understand their role and what will be required of them, but also understand the guidelines within which they operate and to whom they report.
Guaranteed Return on Investment: With a focus on sustainability and measured improvement, our development programmes always guarantee a significant Return on Investment, seen not only through financial gain, but importantly through positive behavioural change.
Other support: We will help the learner and organisation identify a mentor and supply training if needed. The learner and mentor will be invited to engagement session prior to any start dates, to get a flavour for the course and to set expectations. We will hold regular governance meetings with the organisation to keep everything on track and, as part of the programme, support with key functional skills in English and Maths, for which the learner will attain level 1 qualification.
We have been delivering world class, business focussed solutions for approaching 30 years.
With our award-winning, high quality training, development, and Apprenticeship programmes, we challenge the ambitions of our clients and learners to develop themselves beyond all expectations.
Our core expertise is in Continuous Improvement, Lean Six Sigma, and Management Development, supporting businesses across all sectors in their journey towards Operational Excellence.
Our development coaches are not just highly qualified to teach and coach. They will use their vast industry experience of delivering on what they say and real life examples to explain in simple terms the various elements of the programme.
Each learner will have a mentor within their organisation to support them with their programme. The organisation will be kept up to date in regular governance meetings to ensure everything is on track. Our robust onboarding process makes enrolment to our programmes seamless. The quality of our delivery speaks for itself, with real projects creating real measurable improvements. This is all reflected in our latest Ofsted rating of “Good”.
Our Tailored Apprenticeship approach is perfect for organisations with larger number of employees being released at once for a particular Apprenticeship standard, and as such we offer bespoke on-site and/or virtual delivery.
Tailored Apprenticeships allow for organisations to tailor the programme, to increase relevance, incorporate their values and ensure it is in line with organisational goals and learner requirements.
All workshop and coaching dates are agreed well in advance, to ensure smooth delivery that fits around organisation’s busy periods. This allows plenty of time to plan ahead and, anticipating the unexpected, is truly flexible to accommodate changes during the Apprenticeship programme.
Team Leader / Supervisor Level 3
This Apprenticeship programme is ideal for anyone whose responsibilities are likely to include supporting, managing and developing team members, managing projects, planning and monitoring workloads and resources, delivering operational plans, resolving problems, and building relationships.
Customer Service Specialist Level 3
This Apprenticeship programme is ideal for those who are advocates of Customer Service and who act as a referral point for dealing with more complex or technical customer requests, complaints, and queries. Customer Service Specialists are often an escalation point for complicated or ongoing customer problems.
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