Intermediate Apprenticeship in Customer Service

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Anis Elliott
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1 Intermediate Apprenticeship in Customer Service As an apprentice you will expand and develop the knowledge and skills you need to deliver and improve as part of your job role. Here is a summary of the training you will undertake. Level 2 Certificate in Customer Service (competence qualification). There are two mandatory units within this qualification, and through discussion with your employer and your Assessor, you will choose a number of optional units that relate to your job role. Communicate using customer service language using language Be able to communicate using language Follow the rules to deliver Understand how to follow rules to deliver within your organisation Be able to follow rules to deliver within your organisation Optional units Maintain a positive and customer friendly attitude Understand how to maintain a positive and customer friendly attitude Be able to maintain a positive and customer friendly attitude Deal face to face effectively Improve rapport through body language and understand how to deal with customers face to face Deal with incoming telephone calls from customers Understand how to use communication systems effectively and know how to deal with incoming telephone calls from customers Establish rapport who are calling and deal effectively with customer questions and requests Make telephone calls to customers Understand how to plan calls effectively and how to use communication systems effectively Make focussed calls to customers Deal in writing or electronically customers in writing or electronically Handle outgoing and incoming written or electronic communications effectively Use as a competitive tool Understand how to use customer service as a competitive tool Understand, organise and deliver to gain a competitive advantage Organise the promotion of additional services and products to customers Understand how to organise the promotion of additional services to customers Offer and promote additional services and products to customers Build a Understand how to build a Build a Adapt your behaviour to give a good impression Understand how to adapt your behaviour to give a good impression Be able to adapt your behaviour to give a good customer service impression Communicate effectively effectively Communicate effectively

2 Give customers a positive impression of yourself and your organisation Understand how to establish rapport and respond appropriately to customers Be able to communicate information to customers, and understand how to give a positive impression of yourself and your organisation Promote additional services or products to customers Be able to identify and inform customers about additional services or products available Gain customers commitment to using additional services or products Process information about customers Be able to collect and supply Be able to select and retrieve Live up to the customer service promise Understand how to live up to the promise Ensure customer satisfaction by living up to the promise Make personal Understand how to identify opportunities for making personal Be able to make customer service personal Go the extra mile in Understand how to distinguish between routine service standards and going the extra mile Go the extra mile in your job role Do your job in a customer friendly way Understand how to do your job in a customer friendly way Be able to do your job in a customer friendly way Organise the delivery of reliable Understand how to plan and organise the delivery of reliable Be able to review and maintain delivery Improving the customer relationship Understand how to improve communication Improve the customer relationship Deliver reliable Understand the importance of delivering reliable Prepare to deal and give consistent service to customers Deliver on your customer s premises Know how to deliver customer service on the customer s premises Deliver on the customer s premises Recognise diversity when delivering Understand how to recognise diversity when delivering Respect customers as individuals and adapt to recognise the different needs and expectations of diverse groups of customers Deal across a language divide Know how to deal Be able to deal Use questioning techniques when delivering Understand how to establish rapport and identify customer concerns Be able to seek detailed information from customers using questioning techniques Deal using bespoke software customers using bespoke software Be able to prepare for and deliver using bespoke software Maintain Understand how to agree joint responsibilities in a customer service team and check that actions are seen through by working together Be able to maintain Deliver using service partnerships Understand how to build and nurture positive relationships in a chain Understand how to deliver customer service using service partnerships Recognise and deal with customer queries, requests and problems Understand how to recognise and deal with customer queries, requests and problems Be able to recognise and deal with customer queries, requests and problems Take details of customer Understand how to take details of problems Be able to understand how to take details of problems Resolve customer Identify problems and select the best solution to resolve problems Take action to resolve customer Deliver to difficult customers Recognise when customers may be difficult to deal with and understand how to deliver customer Be able to deliver customer Monitor and solve customer Understand how to solve immediate problems Be able to identify and take action to avoid the repetition of problems Apply risk assessment to Understand how to apply risk assessment to Analyse and assess customer service processes for risk and take appropriate action

3 Process customer service complaints Recognise the signs that a query or problem is about to produce a complaint Deal with a complaint effectively Develop customer relationships customer relationships Be able to meet expectations and develop long term relationships between your customers and the organisation Develop your own and others skills your own skills Be able to coach others in Lead a team to improve Understand how to plan and organise the work of a team to improve Be able to provide support to team members and review performance Gather, analyse and interpret customer feedback Understand how to plan to gather customer feedback Be able to gather, analyse and interpret customer feedback Monitor the quality of customer service transactions Be able to monitor the quality of transactions Be able to give feedback on the quality of transactions Support improvements Use feedback to identify potential improvements and implement changes Assist with the evaluation of changes in Develop personal performance through delivering own personal performance through delivering Be able to develop personal performance through delivering online s Understand how to support customers using online online s Buddy a colleague to develop their skills Plan and prepare to buddy a colleague Support colleagues on and off the job Develop your own customer service skills through self-study your own skills through self-study Find ways to learn more about and extend skills and knowledge Identify the type of help needed by customers using Be able to assist a customer using Work with others to improve Improve by working with others Monitor own performance and team performance when improving Promote Understand how to promote including how to implement changes in Review changes to promote Level 2 Certificate in Customer Service (knowledge qualification). There are two mandatory units within this qualification. Delivery of effective Understand and be able to describe the principles surrounding Identify the interpersonal and team working skills required in the environment Supporting the customer service environment Understand how to meet customer needs and expectations Be able to apply the practical skills required to deliver effective As a result of your Apprenticeship training you will gain the following transferable skills: // Independent enquiry, creative thinking, reflective learning, team working, self management and effective participation skills // Improved English, mathematics and ICT skills // An understanding of employee rights and responsibilities Search our Apprenticeship vacancies at Call us on us at Chamber Training

4 Advanced Apprenticeship in Customer Service As an apprentice you will expand and develop existing knowledge and skills you need to deliver and improve as part of your job role. Here is a summary of the training you will undertake. Level 3 Diploma in Customer Service (competence qualification). There are two mandatory units within this qualification, and through discussion with your employer and your Assessor, you will choose a number of optional units that relate to your job role. Demonstrate understanding of Understand the principles surrounding Apply principles in your own job role Demonstrate understanding of the rules that impact on improvements in Demonstrate an understanding of the organisational rules and procedures that impact upon improvements Understand the rules that impact upon improvements in Optional units Deal face to face effectively Improve rapport through body language and understand how to deal with customers face to face Deal with incoming telephone calls from customers Understand how to use communication systems effectively and know how to deal with incoming telephone calls from customers Establish rapport who are calling and deal effectively with customer questions and requests Make telephone calls to customers Understand how to plan calls and how to use communication systems effectively Make focussed calls to customers Deal in writing or electronically customers in writing or electronically Handle outgoing and incoming written or electronic communications effectively Use as a competitive tool Understand how to use customer service as a competitive tool Understand, organise and deliver to gain a competitive advantage Organise the promotion of additional services of products to customers Understand how to organise the promotion of additional services to customers Offer and promote additional services or products to customers Build a Understand how to build a Build a Champion Understand how to promote the importance and benefits of Know how to champion Make environmentally friendly and sustainable Understand how to review, monitor and promote the environmental and sustainability aspects of Understand how to make environmentally friendly and sustainable Communicate effectively effectively Communicate effectively

5 Give customers a positive impression of yourself and your organisation Understand how to establish rapport and respond appropriately to customers Be able to communicate information to customers, and understand how to give a positive impression of yourself and your organisation Promote additional services or products to customers Be able to identify and inform customers about additional services or products available Gain customers commitment to using additional services or products Process information about customers Be able to collect and supply Be able to select and retrieve Live up to the customer service promise Understand how to live up to the promise Ensure customer satisfaction by living up to the promise Make personal Understand how to identify opportunities for making personal Be able to make customer service personal Go the extra mile in Understand how to distinguish between routine service standards and going the extra mile Go the extra mile in your job role Organise the delivery of reliable Understand how to plan and organise the delivery of reliable Be able to review and maintain delivery Improving the customer relationship Understand how to improve communication Improve the customer relationship Maintain and develop a healthy and safe customer service environment Understand how to assess the environment for factors that affect health and safety Be able to minimise health and safety risks in the environment where you work Plan, organise and control operations Understand how to plan, organise and control operations problems relating to customer service operations Review the quality of Understand how to review the quality of Be able to review the quality of Build and maintain effective customer relations Understand how to build and maintain effective customer relations Establish, maintain and develop effective customer relations Deliver seamless customer service with a team Know how to deliver customer service with a team seamlessly Build effective working relationships with colleagues and service partners Deliver reliable Understand the importance of delivering reliable Be able to deliver reliable Deliver on your customer s premises Know how to deliver customer service on the customer s premises Deliver on the customer s premises Recognise diversity when delivering Understand how to recognise diversity when delivering Respect customers as individuals and adapt to recognise the different needs and expectations of diverse groups of customers Deal across a language divide Know how to deal Be able to deal Use questioning techniques when delivering Understand how to establish rapport and identify customer concerns Be able to seek detailed information from customers using questioning techniques Deal using bespoke software customers using bespoke software Be able to prepare for and deliver using bespoke software Maintain Understand how to agree joint responsibilities in a customer service team and check that actions are seen through by working together Be able to maintain Deliver using service partnerships Understand how to build and nurture positive relationships in a chain Understand how to deliver customer service using service partnerships Resolve customer Identify problems and select the best solution to resolve these problems Take action to resolve customer

6 Deliver to difficult customers Recognise when customers may be difficult to deal with and understand how to deliver customer Be able to deliver customer Monitor and solve customer Understand how to solve immediate problems Be able to identify and take action to avoid the repetition of problems Apply risk assessment to Understand how to apply risk assessment to Analyse and assess customer service processes for risk and take appropriate action Process customer service complaints Recognise the signs that a query or problem is about to produce a complaint Deal with a complaint effectively Handle referred customer complaints Understand how to handle referred customer complaints Be able to investigate referred customer complaints and take action Develop customer relationships customer relationships Be able to meet expectations and develop long-term relationships between your customers and the organisation Develop your own and others skills your own skills and the skills of others Help others to develop skills Lead a team to improve Understand how to plan and organise the work of a team Be able to provide support to team members and review performance Gather, analyse and interpret customer feedback Understand how to plan to gather customer feedback Be able to gather, analyse and interpret customer feedback Monitor the quality of customer service transactions Be able to monitor the quality of transactions Be able to give feedback on the quality of transactions Implement quality improvements to Understand how to plan the introduction of customer service improvements Be able to manage, monitor and evaluate the implementation of improvements Plan and organise the development of customer service staff Understand how to identify staff development and training needs Be able to organise customer service development and training Develop a customer service strategy for a part of an organisation Understand how to identify and recommend key features of a future strategy and how to identify current and future best practice in Be able to research and evaluate the existing strategy Manage a award programme Understand how to manage a award programme Plan, implement and manage a award programme Apply technology or other resources to improve Evaluate options for applying technology or other resources to improve and oversee the implementation of resource changes to improve Apply technology or other resources to improve Review and re-engineer processes Analyse the customer service process and identify improvement opportunities Evaluate improvement options and re-engineer service processes Support improvements Use feedback to identify potential improvements and implement changes Assist with the evaluation of changes in Manage customer service performance Understand how to manage customer service performance and take actions to improve performance Be able to monitor customer service performance Develop personal performance through delivering own personal performance through delivering Be able to develop personal performance through delivering online s Understand how to support customers using online online s Buddy a colleague to develop their skills Plan and prepare to buddy a colleague Support colleagues on and off the job Develop your own customer service skills through self-study your own skills through self-study Find ways to learn more about and extend skills and knowledge

7 Identify the type of help needed by customers using Be able to assist a customer using Work with others to improve Improve by working with others Monitor your own performance and that of your team when improving Promote Understand how to promote including how to implement changes in Review changes to promote Level 3 Certificate in Customer Service (knowledge qualification). There are two mandatory units within this qualification. Principles of customer service delivery Understand and be able to describe, the principles surrounding delivery Understand how behaviour, communication and interpersonal skills, affect customer expectations and satisfaction levels Developing and improving processes and improve processes Understand the importance of teamwork when developing and improving processes As a result of your Supporting the customer Apprenticeship training service environment you will gain the following Understand how to meet customer transferable skills: needs and expectations Be // able Independent to apply the enquiry, practical skills creative required thinking, to deliver reflective effective learning, customer team working, service self management and effective participation skills // Improved English, mathematics and ICT skills // An understanding of employee rights and responsibilities Search our Apprenticeship vacancies at Call us on us at Chamber Training

Review suite. date number. This qualification is designed for learners who are working in a customer service environment

Review suite. date number. This qualification is designed for learners who are working in a customer service environment FDQ Level 3 NVQ Diploma in Customer Service () (131-133) FDQ Qualification title Qualification EQF Review suite approval Level date number number (QAN) 131-133 FDQ Level 3 NVQ Diploma in Customer Service