Course description
This Apprenticeship provides the breadth and depth of skills and knowledge needed for employment in a Customer Service Specialist role.
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. As 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.
Upcoming start dates
Suitability - Who should attend?
Who is this course suitable for?
This apprenticeship is ideal for an individual who is an advocate of Customer Service who acts as a referral point for dealing with more complex or technical customer requests, complaints, and queries. An individual who is often an escalation point for complicated or ongoing customer problems. As an expert in your organisation’s products and/or services, you share knowledge with your wider team and colleagues.
Outcome / Qualification etc.
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
Training Course Content
These are the personal attributes and behaviours expected of all Assessors or Coaches carrying out their roles
Develop self
- Proactively keep your service, industry and best practice knowledge and skills up-to-date
- Consider personal goals related to service and take action towards achieving them
Ownership/ Responsibility
- Personally commit to and take ownership for actions to resolve customer issues to the satisfaction of the customer and your organisation
- Exercises proactivity and creativity when identifying solutions to customer and organisational issues
- Make realistic promises and deliver on them
Team working
- Work effectively and collaboratively with colleagues at all levels to achieve results.
- Recognise colleagues as internal customers
- Share knowledge and experience with others to support colleague development
Equality
- Adopt a positive and enthusiastic attitude being open minded and able to tailor your service to each customer
- Be adaptable and flexible to your customer needs whilst continuing to work within the agreed customer service environment
Presentation
- Demonstrate brand advocacy, values and belief when dealing with customer requests to build trust, credibility and satisfaction
- Ensure your personal presentation, in all forms of communication, reflects positively on your organisation’s brand
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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...