This qualification will introduce you to and provide you with the skill and techniques to deliver a great customer experience for the product or service that your employer provides.

You will build confidence and strong communication skills, while building an understanding of the lifecycle of a customer. Great customer service is at the heart of every successful business.

• Knowing your customers
• Understanding the organisation
• Meeting regulations and legislation
• Systems and resources
• Your role and responsibilities
• Customer experience
• Product and service knowledge

This qualification is designed for people who are communicating with customers on a regular basis, by telephone or face-to-face. The course is approximately 15 months.

There will be a series of observations in the workplace and an opportunity to attend our training centre to develop knowledge. Apprentices complete six mandatory units plus a variety of optional units applicable to their job role and development. The job role must cover these aspects.

Mandatory units:

• Organise and deliver customer service
• Understand the customer service environment
• Understand customers and customer retention
• Principles of business
• Manage personal and professional development
• Resolve customer problems

Optional units include:

Gather, analyse and interpret customer feedback, resolve customer complaints, monitor the quality of customer service interactions, use service partnerships to deliver customer service and many more.

Workshops

We deliver a series of workshops as follows:

• Understand customers
• Principles of customer service
• Understand employee organisations
• Manage personal performance and development
• Dealing with incoming and making outgoing telephone calls
• Understand the customer service environment
• Principles of business
• Working with challenging and complaining customers
• Promoting additional products and services