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Customer Service

Customer Experience

Employers recognise the key role customer-facing staff play in determining the quality of the  customer experience and in increasing customer loyalty.

In an increasingly service-led economy, customer demand for better and more individualised service is set to continue to increase. Therefore there is a need to raise customer service skills. Employers across all sectors,  regardless of whether their main business is customer service or if they wish to train staff to undertake customer service as part of their job role, need to upskill their current workforce and recruit new staff. 

The customer service apprenticeship has a major role to play in this by helping employers address the skills gaps and shortages that they are experiencing, and by providing a vehicle for introducing and raising customer service skills in the workplace.  

LEVEL 2 - MANDATORY UNITS GROUP A
Deliver Customer Service
Understand Customers
Principles in Customer Service
Understand Employer Organisations
LEVEL 3 - MANDATORY UNITS
Organise and Deliver Customer Service
Resolve Customers’ Problems
Resolve Customers’ Problems
Understand Customers and Customer Retention
Manage Personal and Professional Development

Courses