Apprenticeship training course

Customer service specialist (level 3)

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Information about Customer service specialist (level 3)

Dealing with customer queries, purchases and complaints.

• Knowledge, skills and behaviours:
  View knowledge, skills and behaviours

  Knowledge

  • Business: Understand what continuous improvement means in a service environment and how your recommendations for change impact your organisation
  • Business: Understand the impact your service provision has on the wider organisation and the value it adds
  • Business: Understand your organisation’s current business strategy in relation to customers and make recommendations for its future
  • Business: Understand the principles and benefits of being able to think about the future when taking action or making service related decisions
  • Business: Understand a range of leadership styles and apply them successfully in a customer service environment
  • Customer Insight: Know your internal and external customers and how their behaviour may require different approaches from you
  • Customer Insight: Understand how to analyse, use and present a range of information to provide customer insight
  • Customer Insight: Understand what drives loyalty, retention and satisfaction and how they impact on your organisation
  • Customer Insight: Understand different customer types and the role of emotions in bringing about a successful outcome
  • Customer Insight: Understand how customer expectations can differ between cultures, ages and social profiles
  • Customer Service culture & environment awareness: Keep current, knowledge and understanding of regulatory considerations, drivers and impacts in relation to how you deliver for customers
  • Customer Service culture & environment awareness: Understand your business environment and culture and the position of customer service within it
  • Customer Service culture & environment awareness: Understand your organisation structure and what role each department needs to play in delivering Customer Service and what the consequences are should things go wrong
  • Customer Service culture & environment awareness: Understand how to find and use industry best practice to enhance your own knowledge
  • Customer Journey: Understand and critically evaluate the possible journeys of your customers, including challenges and the end-to-end experience
  • Customer Journey: Understand the reasons why customer issues and complex situations sometimes need referral or escalation for specialist attention
  • Customer Journey: Understand commercial factors and authority limits for delivering the required customer experience
  • Customer Journey: Understand the underpinning business processes that support you in bringing about the best outcome for customers and your organisation

  Skills

  • Business focused service delivery: Demonstrate a continuous improvement and future focussed approach to customer service delivery including decision making and providing recommendations or advice
  • Business focused service delivery: Resolve complex issues by being able to choose from and successfully apply a wide range of approaches
  • Business focused service delivery: Find solutions that meet your organisations needs as well as the customer requirements
  • Providing a positive customer experience: Through advanced questioning, listening and summarising negotiate mutually beneficial outcomes
  • Providing a positive customer experience: Manage challenging and complicated situations within your level of authority and make recommendations to enable and deliver change to service or strategy
  • Providing a positive customer experience: Use clear explanations, provide options and solutions to influence and help customers make choices and agree next steps
  • Providing a positive customer experience: Explore and interpret the customer experience to inform and influence achieving a positive result for customer satisfaction
  • Providing a positive customer experience: Demonstrate a cost conscious mind-set when meeting customer and the business needs
  • Providing a positive customer experience: Identifying where highs and lows of the customer journey produce a range of emotions in the customer
  • Providing a positive customer experience: Use written and verbal communication to simplify and provide complex information in a way that supports positive customer outcome in the relevant format
  • Working with customers/customer insights: Proactively gather customer feedback, through a variety of methods. Critically analyse, and evaluate the meaning, implication and facts and act upon it
  • Working with customers/customer insights: Analyse your customer types, to identify or anticipate their potential needs and expectations when providing your service
  • Customer Service performance: Maintain a positive relationship even when you are unable to deliver the customer’s expected outcome
  • Customer Service performance: When managing referrals or escalations take into account historical interactions and challenges to determine next steps
  • Service Improvement: Analyse the end to end service experience, seeking input from others where required, supporting development of solutions
  • Service Improvement: Make recommendations based on your findings to enable improvement
  • Service Improvement: Make recommendations and implement where possible, changes in line with new and relevant legislation, regulations and industry best practice

  Behaviours

  • Develop self: Proactively keep your service, industry and best practice knowledge and skills up-to-date
  • Develop self: Consider personal goals related to service and take action towards achieving them
  • Ownership/Responsibility: Personally commit to and take ownership for actions to resolve customer issues to the satisfaction of the customer and your organisation
  • Ownership/Responsibility: Exercises proactivity and creativity when identifying solutions to customer and organisational issues
  • Ownership/Responsibility: Make realistic promises and deliver on them
  • Team Working: Work effectively and collaboratively with colleagues at all levels to achieve results
  • Team Working: Recognise colleagues as internal customers
  • Team Working: Share knowledge and experience with others to support colleague development
  • Equality: Adopt a positive and enthusiastic attitude being open minded and able to tailor your service to each customer
  • Equality: Be adaptable and flexible to your customer needs whilst continuing to work within the agreed customer service environment
  • Presentation: Demonstrate brand advocacy, values and belief when dealing with customer requests to build trust, credibility and satisfaction
  • Presentation: Ensure your personal presentation, in all forms of communication, reflects positively on your organisation’s brand
• Apprenticeship category (sector): Sales, marketing and procurement
• Qualification level: 3; Equal to A level
• Course duration: 15 months
• Maximum funding: £4,000 ; Maximum government funding for ; apprenticeship training and assessment costs.

View more information about Customer service specialist (level 3) from the Institute for Apprenticeships and Technical Education.