Course description
This Apprenticeship provides the breadth and depth of skills and knowledge needed for employment in Customer Service.
The role of a customer service practitioner is to deliver high quality products and services to the customers of their organisation. Your core responsibility will be to provide a high quality service to customers which will be delivered from the workplace, digitally, or through going out into the customer’s own locality. These may be one-off or routine contacts and include dealing with orders, payments, offering advice, guidance and support, meet-and-greet, sales, fixing problems, after care, service recovery or gaining insight through measuring customer satisfaction. You may be the first point of contact and work in any sector or organisation type.
Your actions will influence the customer experience and their satisfaction with your organisation. You will demonstrate excellent customer service skills and behaviours as well as product and/or service knowledge when delivering to your customers. You provide service in line with the organisation’s customer service standards and strategy and within appropriate regulatory requirements. Your customer interactions may cover a wide range of situations and can include; face-to-face, telephone, post, email, text and social media.
Upcoming start dates
Suitability - Who should attend?
Who is this course suitable for?
One of the most popular Apprenticeships in the UK, the customer service industry covers many sectors and job roles that are relevant to Intermediate Apprentices. There are a wide variety of other job roles that are complemented by customer service skills at this level and that could benefit those choosing to undertake the Customer Service Intermediate Apprenticeship.
Outcome / Qualification etc.
Knowledge
- Knowing your customers
- Understanding the organisation
- Systems and resources
- Meeting regulations and legislation
- Your role and responsibility
- Customer experience
- Product and service knowledge
Skills
- Interpersonal skills
- Communication
- Influencing skills
- Personal organisation
- Dealing with customer conflict and challenge
Training Course Content
These are the personal attributes and behaviours expected of all Customer Service Practitioners carrying out their roles
Develop self
- Take ownership for keeping your service knowledge and skills up-to-date.
- Consider personal goals related to service and take action towards achieving them
Being open to feedback
Act on and seek feedback from others to develop or maintain personal service skills and knowledge.
Team working
Frequently and consistently communicate and work with others in the interest of helping customers efficiently. Share personal learning and case studies with others, presenting recommendations, and improvement to support good practice.
Equality – treating all customers as individuals
Treat customers as individuals to provide a personalised customer service experience. Uphold the organisations core values and service culture through your actions.
Presentation – dress code, professional language
Demonstrate personal pride in the job through appropriate dress and positive and confident language.
“Right first time”
Use communication behaviours that establish clearly what each customer requires and manage their expectations. Take ownership from the first contact and then take responsibility for fulfilling your promise.
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Kiwi Education LTD - Apprenticeship Training
Kiwi is an independent Southampton based training provider which delivers a wide variety of programmes designed to enable people to reach their full potential. Delivering Commercial Training & Apprenticeships in Green skills, Accountancy, Management and HR. Kiwi works with employers...