Customer Service – Levels 2 & 3
Course Overview – Level 2
The Customer Service Apprenticeship can help you develop your career as a customer service assistant or as a customer service agent/representative.
You might decide you want to progress to a level 3 apprenticeship, in the same discipline or in an area such as business administration, team leading or retail.
Eventually, you could pursue a higher-level qualification, such as a degree or degree apprenticeship, which would develop your skills and career potential even further.
The course content for the Level 2 qualification typically includes:
- Delivering Customer Service
- Understanding Customers
- Principles of Customer Service
- Understanding Employer Organisations
- Managing Personal Performance and Development
- Communicating Verbally with Customers
- Dealing with Incoming Telephone Calls from Customers
- Processing Information about Customers
- Exceeding Customer Expectations
- Resolving Customer Service Problems
- Using Social Media to Deliver Customer Service
- Providing Reception Services
- Developing Working Relationships with Colleagues
- Negotiating in a Business Environment
Course Overview – Level 3
This apprenticeship can help you develop your career as a customer relationship manager, a customer support officer or a customer service team leader/co-ordinator.
The course content for the Level 3 qualification typically includes:
- Organising and Delivering Customer Service
- Understanding the Customer Service Environment
- Understanding Customers and Customer Retention
- Resolving Customers’ Problems
- Principles of Business Managing
- Personal and Professional Development
- Resolving Customer Complaints
- Exceeding Customer Expectations
- Monitoring the Quality of Customer Service Interactions
- Managing the Use of Technology to Improve Customer Service
- Managing Team Performance
