Select from Workshops, Virtual, Coaching or Self-Study
The purpose of this programme is to provide your people with the knowledge, skills and behaviours so they can influence the customer experience and their satisfaction with your organisation.
This could include routine contacts with your customers as well as dealing with orders, payments, offering advice, guidance and support, meet-and-greet, sales, fixing problems, after care, service recovery or gaining insight through measuring customer satisfaction.
Our programmes are not chalk and talk! We can customise the style, the format and the delivery of the programme to suit your organisation – it will be a complete bespoke solution so your learners and organisation achieve real, tangible benefits from it.
Some of our employers prefer face to face workshops, others prefer virtual sessions and some prefer the programme to be delivered as action learning sets. You can combine all three or add virtual coaching, self-study and online learning into the mix!
We’ll work with you to determine what is best for you.
This programme is fully customisable.
What Will Your Employees Improve?
- Knowing your customers
- Understanding the organisation
- Meeting regulations and legislation
- Systems and resources
- Your role and responsibility
- Customer experience
- Product and service knowledge
- Interpersonal skills
- Influencing skills
- Personal organisation
- Dealing with customer conflict and challenge
- Developing self
- Open to feedback
- Team working
- Customer equality
- Personal presentation
- “Right first time”
We’ll use a mix that works for your organisation
Face to Face Masterclasses
Action Learning Sets
Developing Your Programme
Key to the success of your apprenticeship programme will be for our team to work in partnership with you to develop your programme so that it reflects your mission, values and behaviours, harnesses core working practices, terminology and that it is relevant to each and every learner and their role.
Working in partnership with our curriculum experts we will develop a programme that is unique to your organisation and your learners.
The programme will be designed around your exact requirements to ensure that you receive real, tangible outcomes that can be evidenced in the workplace – whether that’s in a physical office or if your learners work from home.
Below is some further information about the Customer Service Practitioner Level 2 programme.
This programme has been designed in a way that will maximise the performance of each learner. Learning the theory of a topic is great but it’s what the learner does to embed the learning and actually use it, that matters most.
All learning is reinforced with ongoing coaching, online resources and off-the-job activity to bring it all to life.
Each part of the programme supports the learner to apply their knowledge and skills via INTENT – IMPLEMENT – IMPACT.
- What did they plan to change?
- What did they change and how?
- What impact did it make?
Initial workshop and event about the programme and how to get a high grade.
Practical and engaging. Can be classroom based or delivered virtually. Run by best in class trainers.
To take in-between masterclasses and to help embed the learning. Self-study and in the flow of work resources.
Held between the learner, employer and skills coach to monitor progress and to make any adjustments.
End of programme assessment. Consists of activities like observations, evidence, tests and discussions.
Creation of a pre-programme learning and development plan. Includes goal setting and actions.
One to one development with a designated skills coach. Covers skills and an assessment progress review.
20% of the learner’s total working hours is used for “off-the-job” learning and development activities.
Our designated skills coaches will always be on hand to help your learners all throughout the programme.
Learners gain a pass, merit or distinction from their end point assessment based on their results.