Customer Service Apprenticeship: Employer Guide

Did you know that it costs six times more to attract a new customer than it does to keep an old one?

Or that a typical dissatisfied customer will tell 8-10 people about their problem?

Good customer service is essential to business success, ensuring your customer’s expectations are met and they come back again and again.

The Apprenticeship Programme Framework

As part of the framework the Apprentice will study Key Skills in Application of Number,and Literacy at the appropriate level plus Personal Thinking and Learning Skills.

Apprenticeship: The Apprentice will achieve Level 2 Certificates in Customer Service and Principles of Customer Service. Level 2 Apprentices will complete two mandatory units: Communicate using customer service language and following the rules to deliver customer service.

A selection of the optional units available include: customer-friendly attitude; good customer service impression; Communication – face to face, by phone or in writing/electronically; Use customer service as a competitive tool; Build a customer service knowledge set.

Advanced Apprenticeship: The Apprentice will achieve an NVQ Level 3 Diploma in Customer Service and a Certificate in Principles of Customer Service Level 3.

Two mandatory units of study include: Demonstrate understanding of customer service; Demonstrate understanding of the rules that impact on improvements in customer service.

A selection of the optional units available include: Communication; positive impression of yourself and your organisation; Promote additional services or products; Live up to the customer service promise; Make customer service personal; Go the extra mile in customer service; Use customer service as a competitive tool; Organise the promotion of additional services or products to customers.

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