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Customer Service
Good customer service sets a business apart from its competitors. An Apprenticeship in Customer Service will give you the skills, knowledge and confidence to provide a top quality service to the public, which businesses rely on to get their edge in the market.
During an Apprenticeship in Customer Service, you could work in a sales or retail environment or in an office based role dealing directly with customers. The course will help you to develop your career, and improve the service within your company.
To be an effective Customer Service Apprentice, you will need to be a good communicator, friendly, polite, efficient and keen to work with the public. If you have these qualities and think this could be the career path for you, read on to find out more:
Through a Customer Service Apprenticeship,
You will develop:
- Verbal and written communication skills to interact with customers clearly, politely and effectively
- An understanding of how to promote a positive company image through customer service actions
- The ability to balance the needs of your customers and your organisation
- The knowledge and practical skills to be able to identify, resolve and improve customer service issues
You will be responsible for:
- Working with others to monitor your own and joint performance against customer service targets
- Organising and promoting additional products or services to customers
- Developing customer relationships by reviewing customer feedback in order to plan, implement and evaluate changes to service
You will achieve:
- NVQ Level 2 (Apprenticeship) or Level 3 (Advanced Apprenticeship) in Customer Service
- Customer Service Technical Certificate Level 2 (Apprenticeship) or Level 3 (Advanced Apprenticeship)
- Key Skills Level 1 (Apprenticeship) or Level 2 (Advanced Apprenticeship) in Application of Number and Communication
- Knowledge of Health and Safety and other legislation which has an effect on the service provided to customers
- Employment Responsibilities and Rights
YMCA Training will:
- Give you a full induction so you are prepared to start your Apprenticeship
- If you are not employed in customer services, we can help you to find a job or placement in which you can work towards the Apprenticeship
- Visit you regularly to assess your progress and observe your performance in the workplace
- Provide the appropriate off the job training
- Support and guide you throughout your course
Entry Requirements:
Apprenticeships
You do not need to have any previous qualifications to do the Customer Service Apprenticeship. You will need to have a reasonable level of literacy and numeracy. You will also need to show:
- You will be committed to a job or placement in customer service environment
- That you have the ability to achieve Key Skills Level 1 in Communication and Application of Number
- You are polite and friendly and will be able to deal with customers in a professional manner
Advanced Apprenticeships
For an Advanced Apprenticeship you either need to have completed the Apprenticeship, or be able to show that you have skills and knowledge at the level required to achieve an Apprenticeship.
You should have a good level of literacy and numeracy and in addition to the qualities required for an Apprenticeship, you should also be:
- Able to work on your own initiative
- Self-disciplined
- Confident and able to take responsibility and guide others
Course length:
The course is flexible so that you can take the time you need to achieve the different elements. Most people take between 12-14 months to complete the Apprenticeship and around 18 months to finish the Advanced Apprenticeship.
An Apprentice’s view:
"The Customer Service programme has expanded my understanding and knowledge to better assist clients. The training has proved invaluable - giving me greater confidence, additional service skills, new ways to support customers and ultimately providing me with a better appreciation of the wider customer service sector.”
Anna, a qualified Customer Service Apprentice
