Whether a business deals with the general public, other businesses, or a combination of the two, it is essential that they have an effective and consistent approach to their customer service. A well trained customer service employee is able to take a frustrated client and turn them into a happy customer.
A Level 2 apprentice is at the start of their professional training journey, and can be moulded to fit your company’s values and beliefs, whilst being trained to be knowledgeable in a range of customer service practices. Here are our top five benefits that come with recruiting a Level 2 customer service apprentice…
Inevitably, sometimes things don’t go to plan and this can lead to unhappy customers. Being able to remain calm, cool and collected in these situations is a staple of any good customer service employee. Our apprenticeship programme covers a variety of scenarios to equip apprentices with a good understanding of the techniques to employ when dealing with frustrated customers.
When dealing with customers it is important to have a basic understanding of their legal rights and what the company’s policies are to ensure these rights are met. Our apprenticeship programme covers regulations and legislation extensively to ensure all apprentices can use this knowledge to improve customer experiences and ensure any responses or actions are kept on the right side of the law.
A knowledgeable employee understands that customer service is the front line of defence, designed to deal with as many issues as possible by providing reactive support and responding to customer queries. This can range from answering a simple question for a customer over the phone or online, or dealing with a customer who isn’t happy about the product or service they’ve received.
An essential skill of any customer service employee is the ability to influence others. This can be in the form of upselling to customers or turning a negative interaction into a positive one. Influencing customers can come in many forms and it’s important that a customer service employee, no matter what level their role, has this skill.
The customer experience covers every interaction a customer has with your business, from browsing the website and interacting with an employee, to purchasing a product and how it is packages and delivered. During all of these interactions a customer will form an overall opinion of the company – which will dictate your brand reputation. It’s important that employees dealing with customers understand this. Even when things to do go wrong as part of an overall customer experience, a positive interaction with an employee who cares and wants the best for the customer can ensure that the positives outweigh the negatives.
As the COVID-19 vaccines begins to roll out, lockdown ends and restrictions ease, don’t be caught out. Start recruiting now to make sure your employees have the skills they need.
This Level 2 apprenticeship standard is designed to produce exceptional workers in customer oriented roles by focusing on key practices. Our apprenticeship standard can be tailored to the training needs, culture, and long term objectives of any business.
Find out more about recruiting a customer service practitioner by calling us on 03458 501055 or email info@learningunlimiteduk.com
Find out more about the government’s apprenticeship bonus scheme (available until the end of March).