What's included? / Modules
Dealing with customer conflict and challenge
Knowing your customers and organisation
Meeting regulations and legislation
Systems and resources
Your role and responsibility
Product and service knowledge
Being open to feedback
Equality - treating all customers as individuals
Presentation and dress code
Apprentices will be required to have or achieve level 1 English and Maths and to have taken level 2 English and Maths tests prior to completion of their Apprenticeship.
Delivery and Assessment
The training is a blended learning delivery model, which takes place in the work place during working hours, wherever this may be, according to the apprentices role.
This consists of:
1 to 1 monthly meetings of approx. two hours with a GLP trainer (face to face or telephone)
On-line learning courses and/or group sessions
Building an electronic portfolio of workrelated evidence
Maths and English at Level 2 (if not previously achieved)
20% of time at work to be spent working towards apprenticeship
End Point Assessment (EPA) by an external examiner to complete qualification, consisting of: knowledge test, portfolio-based Interview & project presentation
Professional Qualifications, Career Progression, Links to professional Registrations
Completion of this apprenticeship will lead to eligibility to join the Institute of Customer Service as an Individual member at Professional level.
The customer service practitioner role may be a gateway to positions, such as Leardership, Management or other senior roles.