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Customer Experience Specialist Apprentice
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Customer Experience Specialist Service Advisor Apprentice
As a Customer Experience Specialist Service Advisor Apprentice, you will develop first-class customer service skills, including understanding customer and business needs, critically evaluating service levels, and implementing changes to improve the customer journey using appropriate resources and technology.
The Role of a Customer Experience Specialist Service Advisor Apprentice
- Understanding your customers and the business
- Developing knowledge of relevant regulations and legislation
- Using appropriate resources and technology to meet the needs of customers
- Keeping up to date with the most recent product information
- Resolving challenges
- Understanding the extended customer journey
- Understanding how to apply different skills and behaviours in various different situations
- Developing insights into customer behaviour including influencing factors such as loyalty, emotion and culture
- Applying knowledge and skills to find solutions to complex challenges
- Analyzing service levels and developing options for improvement
Apprenticeship Details
Apprenticeships include time away from working for specialist training. You’ll study to become a Customer Service Specialist (level 3).
Course Contents
Business Focused Service Delivery
- Demonstrate a continuous improvement and future-focused 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 organization's needs as well as the customer requirements
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Providing a Positive Customer Experience
- Through advanced questioning, listening, and summarizing, 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 on next steps
- Explore and interpret the customer experience to inform and influence achieving a positive result for customer satisfaction
- Demonstrate a cost-conscious mindset when meeting customer and business needs
- Identify where highs and lows of the customer journey produce a range of emotions in the customer
- Use written and verbal communication to simplify and provide complex information in a way that supports a positive customer outcome in the relevant format
Working with Customers/Customer Insights
- Proactively gather customer feedback, through a variety of methods. Critically analyze, evaluate the meaning, implication, and facts, and act upon it
- Analyze your customer types to identify or anticipate their potential needs and expectations when providing your service
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
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Service Improvement
- Analyze the end-to-end service experience, seeking input from others where required, supporting the 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
Training Schedule
Working towards a Level 3 Apprenticeship as a Customer Experience Specialist Service Advisor Apprentice, you will learn the key principles, practices, and skills that underpin the role before further developing and applying your skills in more complex situations.
Training is delivered at the state-of-the-art Mercedes-Benz Apprentice Academy in Milton Keynes, via a block release programme.
Essential Qualifications
- GCSE in:
- Additional GCSE subject (grade Grade A*-C/9-4)
- English (grade Grade A*-C/9-4)
- Maths (grade Grade A*-C/9-4)
Share if you have other relevant qualifications and industry experience. The apprenticeship can be adjusted to reflect what you already know.
Skills
- Communication skills
- IT skills
- Attention to detail
- Organisation skills
- Problem-solving skills
- Number skills
- Analytical skills
- Logical
- Team working
- Initiative
- Patience
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