Everything You Need To Know About Apprenticeships in Customer Service

What is it that makes you stand out amongst your competitors? Is it the products you make and / or sell? Possibly. But rarely does a business offer us something that we can’t get anywhere else. More often than not, the value added that we get comes from the quality of customer service that we receive. As consumers, that’s what keeps us going back for more. As business owners, we know that’s what we need to deliver to our own customers. In an era where competition is fierce, your customer service is your USP. 

But while the innate talent and passion of your team accounts for some of that customer service, staff training ensures that your standard of customer service remains consistently high. At PM Training, we offer Customer Service Apprenticeships to businesses of all shapes and sizes. So you can deliver the outstanding service to your customers that leads to string growth.

Want to know more? 

Find out all about Apprenticeships in Customer Service here...

Who is a Customer Service Apprenticeship for?

A Customer Service Apprenticeship is intended for members of your team who are ambitious, talented, and passionate about delivering outstanding customer service. They are well suited to those who are serious about a career in business and want to know more about how to add value to customers by delivering great service. 

This, after all, is the fuel that drives business growth. The knowledge and aptitudes gained in this from staff training can not only empower them in their current positions but prepare them for future challenges in their careers.

Different types of Customer Service Apprenticeship

At PM Training, we pride ourselves on offering an eclectic range of apprenticeships designed to help businesses of all kinds achieve a broad range of business goals. 

Let’s take a look at 3 of the Customer Service Apprenticeships we offer...

Level 2 Customer Service Practitioner

This 15 month course is composed of 12 months’ learning followed by 3 months’ end point assessment. It is delivered through a combination of planned learning sessions, workplace visits and on & off the job training with 1-1 support. 

Assessment is comprised of observation, professional discussion and a showcase presentation. 

Through this course, participants will learn:

• Customers’ needs and priorities (and how to identify them)
• Appropriate legislation & policies 
• How to develop a customer-focused experience
• How to develop outstanding customer service skills

Find out more about the Level 2 Customer Service Practitioner apprenticeship here.

Level 3 Customer Service Specialist

This 18 month course is designed to help employees deal with more complex and technical customer service needs. It is composed of 15 months’ learning followed by 3 months’ end point assessment. Again, it is delivered through a planned learning sessions, remote learning, workplace visits and on & off the job training. Apprentices also have access to 1-1 support. 

Assessment is comprised of practical observation with Q&A, professional discussion supported by a portfolio and a work-based project supported by an interview. 

Through this course, participants will learn:

• How to explore an organisation’s current customer service strategy and suggest improvements.
• To understand different leadership styles and apply them successfully to customer service.
• The difference between internal and external customers and how their behaviour may require different strategies.’
• How customers’ ages, cultures, and social profiles can influence their expectations.

Find out more about the Level 3 Customer Service Specialist apprenticeship here. 

Level 3 Business Administrator

This 18 month course is for those who want to learn more about different aspects of an organisation, and how customer service affects them all. It enables them to work across teams and departments resolving issues. It is composed of 15 months’ learning followed by 3 months’ end point assessment. 

Assessment is comprised of a knowledge test, a portfolio-based interview and a project / improvement presentation.

This course covers;

• Developing an understanding laws and regulations that apply to their role.
• Reviewing processes autonomously and identifying room for improvements.
• Using a solutions-based approach to improve business processes. 
• Learning people management by mentoring and coaching others.
• How to set a positive example and manage the expectations of colleagues.
• How to make effective decisions and deal with challenges confidently. 

Find out more about the Level 3 Business Administrator apprenticeship here.

The benefits for businesses and employees

Both businesses and employees benefit a great deal from Customer Service Apprenticeships. Business leaders can delegate responsibilities to their team members with more confidence. They can spend less time micromanaging employees, and more time focusing on the strategic goals of their businesses. What’s more, they can take pride in knowing that they have invested in employee excellence. When employees are well trained, empowered and confident, businesses are less likely to have to worry about the costs and logistics associated with high voluntary turnover.

Employees, on the other hand, benefit from greater freedom, autonomy and a sense of empowerment. They become more flexible, adaptable, and able to rise to new challenges with confidence.

To find out how Apprenticeships in Customer Service can help to boost your business and upksill your employees, book a virtual meeting in with one of our Partnerships team below.