Apprenticeships >> Level 3
Customer Service Level 3 Apprenticeship
The Customer Service Level 3 apprenticeship is for learners who work in customer facing roles, who are ready to take the next step in advancing their skills.
Learners will study the customer journey, communication and how to become experts in their company’s products and services.
Who is the Customer Service Level 3 Apprenticeship For?
The Customer Service Level 3 Apprenticeship training is for learners who have significant experience of working in a customer service role,
and who require a qualification that recognises the skills that they consistently demonstrate in their job role.
These skills could include resolving customer complaints, analysing customer feedback and managing a team’s performance.
What Does The Course Cover?
This training programme equips your employees with a high level of knowledge and a greater skill set to be able to provide outstanding levels of customer services. They will develop the technical knowledge, including the principles and practices of delivering customer service andunderstanding the different types of customers, their needs, wants and expectations.
Programme outline:
- Develop the skills to be able to confidently analyse data and customer information to influence change andimprovements in service
- Understand the complexities of the customer journey
- Become experts in your organisation’s products and services
- Learn how to share knowledge with colleagues for the benefit of the wider team and yourorganisation’s future success
- Learn job-specific skills vital for peak business performance
Key Information Regarding This Apprenticeship
Course Cost
This qualification is government funded and falls under the Apprenticeship Levy Scheme. For non-levy paying organisations, it requires a 5% employer contribution.
Total cost of training is £4,000. The employer is required to fund 5% of this equating to £200.
Business that have less than 50 employees won’t pay anything if they employ apprentices under the age of 19, and will receive a £1000 incentive payment. This will be discussed during the initial engagement to determine eligibility.
Qualifications
- BTEC Level 3 Diploma in Customer Service
- Level 2 Functional Skills Maths*
- Level 2 Functional Skills English*
*If required
Entry Requirements
Learners will need to meet the following requirements:
- 16 years of age or older
- Working in a customer facing role
Course Duration
This course will last 15 months and is delivered during normal working hours over 10 modules. Training can be flexible to meet the needs of your organisation. We use a blend of online, webinar and practical sessions, and the apprentice will receive regular 1-1 sessions and support from their tutor.
Learning Units
Knowing Your Customers
Knowing Your Business
Meeting Regulations and Legislation for Business
Systems and Resources
Your Role and Responsibilities
The Customer Experience
Product and Service
Interpersonal Skills
Communication
Influencing Skills
Personal Organisation
Dealing with Customer Conflict and Challenges
Interested in Enrolling Your Team Onto This Course?
Our friendly advisors are here to answer all your questions. Simply fill in your details below and we’ll be in touch.
Benefits of This Course For Businesses
Retain More Customers
Did you know, a customer who has purchased from you before potentially has more long-term monetary value to the business than the acquisition of a new customer? That means it’s really important your staff are trained in customer retention, and can delight loyal clients. During this apprenticeship, learners will gain a unique understanding of persuasive techniques and listening skills to ensure they understand customer queries and problems, and can quickly resolve issues.
Reduce Wait Times
What’s the most frustrating thing about contacting a business? Waiting in the queue of course! Whether it’s a call queue or a standing queue, the longer a customer has to wait, the more likely they’ll become frustrated and be less easy to deal with. You want happy customers who can get answers and resolutions quickly, and with customer service training, yous staff can quickly get to the bottom of issues in order to resolve them efficiently.
Ensure Data Protection
Data protection is a confusing and often ambiguous piece of legislation to study. Your staff can become easily bewildered when it comes to what they can legally ask for from customers. Giving your staff training will help them to have a clear process when it comes to taking and storing customer information, greatly reducing the risk of customers who become upset at an apparent invasion of their privacy.
Reduce the Risk of Bad Reviews
In this digital age, it’s easy for an unhappy customer to place a mark on your online reputation. Whether they leave a review, place a comment on social media or even post a scathing video! With your staff trained in customer service, they’ll have an up to date knowledge of the best conflict resolution techniques. Your team will be able to quickly turn unhappy customers into loyal customers!
Funding Apprenticeship Training
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Drop us an email any time with any questions you might have regarding this course, we’ll be delighted to help.
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