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Level 3

Customer Service Specialist

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

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Programme 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, webchat, service industry or any customer service point.

Programme aims

Creation of a 100% tailored program
Bespoke delivery using your company values
4 stage detailed initial assessment
Creation of delivery plan approved by you
Blended delivery options to each apprentice
Online Peer-to-Peer support network

What will you learn?

Become an expert in customer service and learn how to support your wider team and colleagues to deliver quality.
1

Business Knowledge and Understanding

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 your organisation’s current business strategy in relation to customers and make recommendations for its future.
2

Customer Journey Knowledge

Understand and critically evaluate the possible journeys of your customers, including challenges and the end-to-end experience. Understand the reasons why customer issues and complex situations sometimes need referral or escalation for specialist attention. Understand the underpinning business processes that support you in bringing about the best outcome for customers and your organisation.
3

Customer Insight

Know your internal and external customers and how their behaviour may require different approaches from you. Understand how to analyse, use and present a range of information to provide customer insight. Understand what drives loyalty, retention and satisfaction and how they impact on your organisation. Understand different customer types and the role of emotions in bringing about a successful outcome.
4

Culture and Environment Awareness

Keep current, knowledge and understanding of regulatory considerations, drivers and impacts in relation to how you deliver for customers. Understand your business environment and culture and the position of customer service within it. Business focused service delivery. Providing a positive customer experience.
5

Business-focused Service Delivery

Demonstrate a continuous improvement and future focussed approach to customer service delivery including decision making and providing recommendations or advice. Resolve complex issues by being able to choose from and successfully apply a wide range of approaches. Find solutions that meet your organisations needs as well as the customer requirements
6

Providing a Positive Customer Experience

Through advanced questioning, listening and summarising negotiate mutually beneficial outcomes. Manage challenging and complicated situations within your level of authority and make recommendations to enable and deliver change to service or strategy. Use clear explanations, provide options and solutions to influence and help customers make choices and agree next steps.
7

Customer Insights

Proactively gather customer feedback, through a variety of methods. Critically analyse, and evaluate the meaning, implication and facts and act upon it. Analyse your customer types, to identify or anticipate their potential needs and expectations when providing your service.
8

Customer service performance

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.
9

Service improvement

supporting development of solutions. Make recommendations based on your findings to enable improvement. Make recommendations and implement where possible, changes in line with new and relevant legislation, regulations and industry best practice.

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We work with the best companies in the UK

At MBKB, we will work closely with you to get to know your organisation and it’s needs, ensuring that we can tailor all of our training programmes to meet these needs and help to transform your talented workforce.