Course Title: Intermediate Apprenticeship in Customer Service
Course Code: PD230
The Customer Service Apprenticeship responds to the employer need for high levels of customer service skills within a wide range of organisations. Customer service skills are transferable across sectors and can be applied to many job roles. The apprenticeships are primarily aimed at individuals whose job role is dedicated to customer service as an occupation, for example Advanced Apprentices may be Customer Relationship Managers, Co-ordinators and Team Leaders. For an Intermediate Apprentice these skills could involve communicating effectively with customers face to face, in writing, or by telephone, resolving problems and improving customer relations, promoting products and services, keeping records, gathering customer feedback, working in a team and building relationships with customers. For an Advanced Apprentice these skills could involve improving customer satisfaction, team leading, improving customer loyalty, gathering and analysing customer feedback, processing complaints and maintaining reliable customer service.