On an apprenticeship programme, you will learn and develop a range of knowledge, skills and behaviours. These include:
• Know the purpose of the business and what ‘brand promise’ means
• Understand types of measurement and evaluation tools available to monitor customer service levels
• Understand the products or services that are available from your organisation and keep up-to-date
• Use appropriate communication skills, along with reinforcement techniques (to confirm understanding) during non-facing customer interactions
• Use appropriate sign-posting or resolution to meet your customers’ needs and manage expectations
• Use a range of questioning skills, including listening and responding in a way that builds rapport, determines customer needs and expectations and achieves positive engagement and delivery
• Being open to feedback
• Equality - treating all customers as individuals
• Self development
End Point Assessment:
Apprentices without Level 1 English and Maths will need to achieve prior to taking the end-point assessment. The apprentice must complete all elements of the on programme learning to achieve the assessment gateway requirements. The EPA consists of 3 assessment methods:
• Apprentice Showcase
• Observation
• Professional Discussion
