Course description
A customer service specialist demonstrates professionalism towards customers and supports the organisation. They have a great deal of knowledge about the organisation's products and/or services, and act as a point of contact to support customers and colleagues with complex requests, complaints and queries.
Customer Service specialists also analyse customer data, implement changes to improve services and are attentive to various digital technologies. Roles include customer service specialist, customer service manager and customer service team leader. Apprentices need to know:
Knowledge
- Business knowledge and understanding
- Customer journey knowledge
- Knowing your customers and their needs/customer insight
- Customer service culture and environment awareness
Skills
- Business focused service delivery
- Providing a positive customer experience
- Working with your customers/customer insights
- Customer service performance
- Service improvement
Behaviours
- Develop self
- Ownership/responsibility
- Team working
- Equality
- Presentation
On successful completion of this course, students may progress to study an Advanced Apprenticeship or employment.
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Upcoming start dates
Suitability - Who should attend?
Level 1 Functional Skills in English and Maths together with a genuine interst in the industry. Applicants should have an excellent reference and possess a positive attitude towards their development and progression in the sector. They will need to be successful in the interview process with Kingston College and an employer for an appropriate role in the retail environment.
Outcome / Qualification etc.
Young Apprenticeship/Apprenticeship at Level 2