Skill Details

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Skill Details

Skill Name

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Is Accredited

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Is Apprenticeship

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Skill Overview

This apprenticeship would suit someone working in a  customer-facing role, with responsibility for delivering  a high-quality customer experience in any sector or  organisation type. Typical duties could include dealing  with orders and payments, offering guidance and support,  meeting and greeting, fixing problems, after care or  measuring customer satisfaction. The programme builds the specialist knowledge and  skills needed to influence the customer experience and  their satisfaction with your organisation. Learners will  develop important customer service skills and behaviours  alongside product/service knowledge, enabling them  to effectively handle a range of customer interactions,  whether face-to-face, on the phone, by post, email or text,  or through social media.

Learning Objectives

Knowledge • The needs and priorities of customers • Up-to-date product and service  knowledge • The difference between internal  and external customers • Understanding the purpose of your  business and ‘brand promise’ • Knowing the organisation’s core values • Internal policies and procedures • Legislation and regulatory  requirements • Systems, equipment and technology • Measurement and evaluation tools. Skills • Using effective questioning skills • Determining customer needs and  expectations • Building rapport • Using appropriate verbal and non verbal communication skills • Using reinforcement techniques to  confirm understanding • Using appropriate ‘tone of voice’ to  reflect the organisation’s brand • Using appropriate influencing skills • Dealing with customer conflict and  challenge • Personal organisation. Behaviours • Takes ownership for keeping product  and service knowledge up to date • Open to feedback • Committed to team working • Treats all customers as individuals • Upholds the organisation’s core  values and service culture • Adheres to dress code and uses  appropriate, professional language • Takes a ‘right first time’ approach to customer interactions

Funding Option

Funding Eligibility

For apprentices aged 16-21 the training costs are fully funded by the government. For apprentices aged over 21, there is a 5% co-investment which would be paid by the employer. Alternatively, the training costs can be covered by utilising the Apprenticeship Levy Fund.

Skill Price ex VAT (£)

Skill Length

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Skill Eligibility (Prerequisites for skill/software requirements)

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Are you a company owner or senior decision maker?

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