Customer Service

Customer ServiceCustomer Service

Benefits to the learner and employer

The Apprenticeship Framework is aimed at learners who are entering or who have moved into a Customer facing role. This does include, but is not limited to, Sales roles.

Training and development of skills and knowledge focuses on areas such as:

  • Working Safely
  • Effective Communication
  • Understanding customer needs and wants
  • Dealing with customer queries
  • Dealing with customer complaints
  • Reviewing customer profiles

This framework has a large array of optional units which allow for various customer communication media and situations to be catered for. Successful learners achieving this Apprenticeship will typically progress to the Level 3 Standard. 

The Advanced Apprenticeship Framework at Level 3 is aimed at learners who are already in a Customer facing role but who need to develop their skills and capability to take on greater levels of responsibility.

Training and development of skills and knowledge focuses on areas such as:

  • Working or Managing Safely
  • Effective Communication and Team Leading
  • Understanding customer needs and wants
  • Handling all forms of customer correspondence
  • Surveying customers and handling feedback
  • Detailed customer behaviour studies
  • Supervising customer facing teams

This framework has a large array of optional units which allow for various customer focussed workplaces to be catered for.

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