Select from Workshops, Virtual, Coaching or Self-Study
If you have employees who are responsible for dealing with more complex or technical customer requests, complaints and queries then this programme can really help them to excel at what they do.
A Customer Service Specialist is an expert in your organisation’s products and/or services, who is able to share knowledge with their wider team and colleagues. They gather and analyse data and customer information that influences change and improvements in service.
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.
Customer service culture and environment awareness
Business focused service delivery
Providing a positive customer experience
Working with your customers
Customer service performance
Equality – treating customers as individuals
Presentation – to build trust, personal language
Programme Delivery Options
We’ll use a mix that works for your organisation
Face to Face Masterclasses
Action Learning Sets
CUSTOMISED & UNIQUE
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 Specialist Level 3 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?
Onboarding & Induction Initial workshop and event about the programme and how to get a high grade.
Practical Learning Events Practical and engaging. Can be classroom based or delivered virtually. Run by best in class trainers.
Digital Learning To take in-between learning events and to help embed the learning. Self-study and in the flow of work resources.
Ongoing Reviews Held between the learner, employer and skills coach to monitor progress and to make any adjustments.
End Point Assessment End of programme assessment. Consists of activities like observations, evidence, tests and discussions.
Skills Individual Learning Plan Creation of a pre-programme learning and development plan. Includes goal setting and actions.
Regular Coaching Sessions One to one development with a designated skills coach. Covers skills and an assessment progress review.
Off-The-Job Training 20% of the learner’s total working hours is used for “off-the-job” learning and development activities.
Support & Help Our designated skills coaches will always be on hand to help your learners all throughout the programme.
Apprenticeship Learners gain a pass, merit or distinction from their end point assessment based on their results.
PRACTICAL & ENGAGING LEARNING
Tailored Blended Learning Programmes
Our programmes have been structured in a way so we can design and deliver them in a format to suit your exact requirements and ways of working.
Whether you have 1 learner or a group of 10, we can create a practical and engaging programme using a various mix of blended learning approaches.
Below are some core content outcomes for each of the main areas of the programme. We will work with you upfront to decide which delivery method and approach will be right for your learners.
Core Content Outcomes
Select from workshops, virtual, coaching or self-study options
No minimum numbers for cohorts. The minimum is 1!
Informal and formal learning
Learning styles models
Customer Journey Knowledge
Understand the possible journeys of your customers, including challenges and the end-to-end experience
Understand the underpinning business processes that support you in bringing about the best outcome for customers and your organisation
Providing A Positive Customer Experience
Manage challenging and complicated situations
Use clear explanations, provide options and solutions
Demonstrate a cost-conscious mind-set when meeting customer and the business needs
Business Knowledge & Understanding
Understand the impact your service provision has on the wider organisation and the value it adds.
Understand your organisation’s current business strategy in relation to customers and make recommendations for its future
Business-Focused Service Delivery.
Resolve complex issues by being able to choose from and successfully apply a wide range of approaches.
Finding solutions that meet your organisations needs as well as the customer requirements
Knowing Your Customers
Understand how to analyse, use and present a range of information to provide customer insight
Understand what drives loyalty, retention and satisfaction and how they impact on your organisation
Working With Your Customers
Proactively gather customer feedback, through a variety of methods. Critically analyse, and evaluate the meaning, implication and facts and act upon it
Analyse your customer types, to identify or anticipate their potential needs and expectations when providing your service
Customer Service Culture
Keep current, knowledge and understanding of regulatory considerations, drivers and impacts in relation to how you deliver for customers
Understand your business environment and culture and the position of customer service within it
Length Of Programme
We’ll create a development schedule that aligns with your business requirements and availability of your people. Typically this programme takes 12 months to complete.
Learners will be required to have or achieve level 1 English and Maths and to have taken level 2 English and Maths tests prior to completion of their Apprenticeship.
Need Maths & English Support?
Learners will be supported to develop and improve their English and maths skills prior to sitting their Functional Skills exams by our specialist functional skills trainers.
Developing Knowledge, Skills & Behaviours
Achieved through a programme of masterclass workshops, tasks, activities and research. The masterclasses can be delivered face to face or online delivered by our specialist trainers.
Personalised Skills Coaching & Support
Learners will be required to demonstrate their skills, knowledge and behaviours in the work setting. This activity will be supported by one of our experienced skills coaches.
End Point Assessment
Throughout their apprenticeship journey, learners will be given support to develop their understanding and approach to completing their end point assessment.
If you have got some training requirements in mind please call us on 0333 320 2883 or complete the online form below and tell us about what they are and we’ll get back to you with some options and costs.