Great customer service gives you the competitive edge.
Every successful business knows it takes months to find a customer and seconds to lose one. At The Learning Foundry, we offer a wide range of qualifications and excellent insight into trends and best practice in customer service. To learn more, please enquire below:
Apprenticeships we offer:
Customer Service Practitioner Level 2
Aim:
To provide those working in an organisation with the customer service practitioner knowledge and skills required to progress in their career.
Results for the individual:
- Gain a thorough understanding of customer service principles and practices
- Develop enhanced customer service skills
- Develop improved communication skills
- Learn how to effectively evaluate customer service satisfaction levels.
Content includes:
Knowledge Units
- Knowing your customers
- Understanding the organisation
- Meeting regulations and legislation
- Systems and resources
- Your role and responsibility
- Customer experience
- Product and service knowledge
Skills Units
- Interpersonal skills
- Communication
- Influencing skills
- Personal organisation
- Dealing with customer conflict and challenge
Duration: 12 months
Delivery:
A range of tutorial workshops alongside monthly 1 -1 visits from your dedicated Development Coach.
Customer Service Specialist Level 3
Aim:
To provide those working in an organisation to become motivated, highly professional staff who are the brand champions of your organisation and who fully understand providing an excellent service to the customer from start to finish, delivering the highest levels of customer service and reducing complaint levels.
Results for the individual:
• Specialist customer service knowledge and skills
• Ability to Improve to customer service delivery
• Competence to Handle and resolve complex customer service issues
• Introduction to Team working and leadership styles
• Enhanced Project Management skills
Content includes:
Knowledge Units
- Business Knowledge and Understanding
- Customer Journey knowledge
- Knowing your customers and their needs/ Customer Insight
- Customer service culture and environment awareness
Skills Units
- Business-focused service delivery
- Providing a positive customer experience
- Working with your customers / customer insights
- Customer service performance
- Service improvement
Duration: 18 Months
Delivery:
A range of tutorial workshops alongside monthly 1 -1 visits from your dedicated Development Coach. Learners will be required to present a work based project they have led on as part of the programme.
