Customer Service Apprenticeship: Student Guide

This Apprenticeship teaches you the skills to provide excellent customer service, and can be applied to hundreds of job roles across many different sectors, from government to telecommunications. However, most customer service Apprentices work in retail, financial services, call centres, hospitality, or sport and recreation.

Good customer service is key to the success of any business or organisation. It’s one of those useful skills that’s found all over the place and covers all the extras that make a customer’s experience better.

As a customer service Apprentice, you’ll probably work at the front end of an employer’s business activities and regularly assist customers. Duties will vary between sectors, but in most cases you’ll be making sure that customers are dealt with in a positive, reliable and pleasant way – whether that’s by offering advice, answering questions or handling complaints.

To properly assist customers, you’ll need clear and up-to-date knowledge of your organisation’s products and services. You’ll also need to be able to communicate with all sorts of people.

Completing this Apprenticeship is a way of providing evidence of skills that will serve you well in virtually any industry – so it’s a very good way to move forward, even if you’re still undecided about your future career.

The Apprenticeship Framework

There are three main strands to an Apprenticeship, known as the Framework: a competence-based element, a technical element and a skills element. 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.

Intermediate Apprenticeship: The Apprentice will achieve Level 2 Certificates in Customer Service and Principles of Customer Service and will complete two mandatory units:

  • Communicate using customer service language
  • 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 and will complete 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.

Ready to apply for an Apprenticeship?

You need to:

Have you considered coming to college full-time if you can’t find an Apprenticeship vacancy? You can start on many of our courses on a full-time basis, then if an Apprenticeship becomes available you can transfer across. Everything you’ll have learnt at college will be valuable to you at work. To discuss your full-time course options call 01902 836000.

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