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What you will study
Knowledge
- Understand who customers are
- Understand the difference between internal and external customers.
- Know the purpose of the business and what ‘brand promise’ means
- Know your organisation’s core values and how they link to the culture.
- Know the appropriate legislation and regulatory requirements that affect your business.
- Know your responsibility and how to apply it when delivering service.
Skills
- Demonstrate patience and calmness
- Show you undertsand the customer’s point of view
- Use appropriate sign-posting or resolution to meet your customer’s needs and manage expectations
- Maintain informative communication during service recovery.directions.
Behaviours
- Treat customer as individuals to provide personalised customer service.
- Uphold the organisation’s core values and service culture
- Demonstrate patience and calmness.
- Show you understand the customer’s point of view.
- Use appropriate sign-posting or resolution to meet your customer’s needs and manage expectations.
- Maintain informative communication during service recovery.
Qualification Completion of this apprenticeshipwill lead to eligibility to join the nstitute of Customer Service as an Individual member
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Entry Requirements
Maths and English GCSE Grades 9 - 3; A* - E; Functional Skills Entry Level 3 or initial assessment results at Entry Level 3. Individuals requiring additional support are required to participate in an intensive week programme; otherwise, are mandated to attend weekly sessions
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Assessment
End Point Assessment EPA
- Apprentice Showcase
- Practical Observation
- Professional Discussion
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Moving Forward
Level 3 Team Leader, Level 5 Management
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Duration
15 Months
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Delivery
Induction One day induction to Apprenticeship programme, meeting with a Skills Coach and Delivery Plan agreed.
In College Weekly workshops and monthly work based session for the duration of Programme.
Assessment On programme assessments every 6-8 weeks, including progress reviews every 8-10 weeks.
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Benefits
Access learning materials 24/7 via Smart Assessor – your online learning environment
