Apprenticeships >> Level 2
Customer Service Apprenticeship Level 2
The Customer Service Apprenticeship Level 2 is a course designed for anyone in a customer facing role. It will suit businesses such as contact centres, but also retail staff and hospitality workers. At NTG we offer our customer service apprenticeships to businesses in Chester, Cheshire and the North West.
Who is the Customer Service Apprenticeship Level 2 For?
The Customer Service Apprentice Level 2 Training Course is ideal for those already working in a customer facing role, who are looking to learn more about the delivery of excellent customer service and improve their communication skills to strengthen relationships and interactions with customers and colleagues.
It’s ideal for businesses who wish to give their customer service offerings the edge, by equipping their staff with confident communication skills and customer relationship management.
What Does The Course Cover?
The Customer Service Practitioner Level 2 training programme equips your employees with the skills and knowledge to be able to provide high quality products and service to your customers. They will develop strong customer service and communication skills and behaviours and learn to provide a customer service experience in line with your organisation’s standards, values and policies.
Programme outline:
- Learn more about the delivery of excellent customer service
- Improve communication skills to strengthen relationships and interactions with customers and colleagues • Develop the knowledge and principles that underpin outstanding customer care
- Gain or develop key transferrable skills applicable in a range of industries and sectors
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 £3,500. The employer is required to fund 5% of this equating to £175.
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
- Customer Service Practitioner Level 2 Standard
- Level 2 Customer Service Practitioners Diploma (RQF)
- Level 1 Functional Skills Maths*
- Level 1 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 13 months and is delivered during normal working hours. 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
Our friendly apprenticeship advisors are just a phonecall away. Feel free to get in touch Monday – Friday, 9am – 5pm for an informal chat about apprenticeships.
Drop us an email any time with any questions you might have regarding this course, we’ll be delighted to help.
Fill in our handy contact form and we’ll get in touch at a time that’s convenient for you.
