Customer Service Specialist Level 3

Description

A professional for direct customer support within all sectors and organisation types.

Customer Service Specialist

Course Duration / 15 Months Level 4

Apprenticeship Standard

Course Overview

The main purpose of a customer service specialist is to be a ‘professional’ for direct customer support within all sectors and organisation types.

You are an advocate of Customer Service who acts as a referral point for dealing with more complex or technical customer requests, complaints, and queries. 

You are often an escalation point for complicated or ongoing customer problems. As an expert in your organisation’s products and/or services, you share knowledge with your wider team and colleagues.

You gather and analyse data and customer information that influences change and improvements in service.Utilising both organisational and generic IT systems to carry out your role with an awareness of other digital technologies.This could be in many types of environment including contact centres, retail, web chat, service industry or any customer service point.

Customer Service Specialist

Course Content

Knowledge

• Understand what continuous improvement means in a service environment and how your recommendations for change impact your organisation.
• Understand the impact your service provision has on the wider organisation and the value it adds.
• Understand how to analyse, use and present a range of information to provide customer insight
• Understand and critically evaluate the possible journeys of your customers, including challenges and the end-to-end experience.
• Understand your business environment and culture and the position of customer service within it.
• Understand how to find and use industry best practice to enhance own knowledge.

Skills

• Demonstrate a continuous improvement and future focussed approach to customer service delivery including decision making and providing recommendations or advice.
• Explore and interpret the customer experience to inform and influence achieving a positive result for customer satisfaction.
• Proactively gather customer feedback, through a variety of methods. Critically analyse, and evaluate the meaning, implication and facts and act upon it.
• Maintain a positive relationship even when you are unable to deliver the customer’s expected outcome.
• When managing referrals or escalations take into account historical interactions and challenges to determine next steps.
• Make recommendations based on your findings to enable improvement.

Behaviours

• Proactively keep your service, industry and best practice knowledge and skills up-to-date.
• Consider personal goals related to service and take action towards achieving them.
• Exercises proactivity and creativity when identifying solutions to customer and organisational issues.
• Make realistic promises and deliver on them.
• Work effectively and collaboratively with colleagues at all levels to achieve results.
• Recognise colleagues as internal customers.
• Ensure your personal presentation, in all forms of communication, reflects positively on your organisation’sbrand.