Apprenticeships are training programmes to help create a skilled workforce and anyone 16 or older can become an apprentice. You can even have worked for a company for some time and still develop your skills with an apprenticeship. Good apprenticeships combine effective on and off the job training with thorough assessment.
As a training provider with first hand expert knowledge in both Customer Service Skills and Event Management we will work with your Employer to deliver and support training appropriately over the period of your Apprenticeship
We will also support the apprentice on understanding the learning journey, providing advice and guidance on learning strategies and tools that will support the apprentice’s preferred learning style and improve their learning agility
We are working with the National Award Organisation & Apprentice Assessment Organisation driving forward a Level 2 Customer Service Practitioner Apprenticeship and a Level 3 Customer Service Specialist Apprenticeship as well as working with Highfield Assessment for a Level 3 Event Assistant Apprenticeships.
The Apprenticeship levy is now live, employers are contributing 0.5% of payrolls over £3m into a pot that can only be spent on apprenticeships. You will be able to find out more information on the the government website, which provides more information on the Apprenticeship Levy.
Below you can read more about the apprenticeship standards for the three areas we specialise in:
An Event Assistant is an entry level position, typically working within a team of people in an events company or within the events department of a larger organisation.
The role would usually provide support to a number of Event Planners or Project Managers by carrying out a diverse range of tasks necessary to plan, organise and deliver an event: for example, searching for the right location and venue for the event; working with the design team on the look and feel of the event; or organising logistics like transportation and catering. The events organised may be for the company where the Event Assistant is working, or could be for a variety of different clients including large corporations, smaller companies and not-for-profit organisations. Events cover a broad range of activities as well as sizes, from small numbers of attendees through to thousands.
As well as holding events in the UK, events agencies and events departments organise events in different countries around the world.
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.
The role of a customer service practitioner is to deliver high quality products and services to the customers of their organisation.
Your core responsibility will be to provide a high quality service to customers which will be delivered from the workplace, digitally, or through going out into the customer’s own locality. These may be one-off or routine contacts and include dealing with orders, payments, offering advice, guidance and support, meet-and-greet, sales, fixing problems, after care, service recovery or gaining insight through measuring customer satisfaction. You may be the first point of contact and work in any sector or organisation type. Your actions will influence the customer experience and their satisfaction with your organisation.
You will demonstrate excellent customer service skills and behaviours as well as product and/or service knowledge when delivering to your customers. You provide service in line with the organisation’s customer service standards and strategy and within appropriate regulatory requirements. Your customer interactions may cover a wide range of situations and can include; face-to-face, telephone, post, email, text and social media.
You can also have a read through the article in HR magazine about Demystifying the apprenticeship levy.
Complaints Policy and Procedure
At Maximize Your Time we strive to give our customers the best possible service that they expect, we recognise that sometimes things may go wrong. If for any reason you are dissatisfied with the service that we provide, please let us know so we can deal with your query and improve the service we provide.
Please consult our Complaints Policy and Procedure for more information.
Corporate Training Services
Outstanding customer service is key to all aspects of the hospitality, food service and tourism sector. We will provide you with an understanding of the industry and how to interact with diverse groups of stakeholders.
It is 6-7 times costlier to acquire a new customer than it is to retain a current one. News of bad customer service experience reach two times faster than praise for a positive customer service experience.
Every interaction the company has with a customer (or potential customer) can affect the business’ bottom line. Often, customer service is what separates companies that thrive from those that fail. We all know that buying experiences are based on the customer perceptions of how they are being treated. Organizations providing good customer service are successful in retaining existing customers and building long term relationships with them. This is why our aim is to create and provide quality customer service training programs from which organisations from any size can benefit.
The core of Customer Service & Hospitality – why do we believe Training isneeded?
The meaning of customer service is one rooted in each and every role in your company. It’s the communication, problem-solving, and product-improvements your company works together to offer to customers. The ability to walk into work and know that every department is one the same page, ready to help clients, proves the importance of corporate training.
We believe that offering customer service training to your employees doesn’t just add-value for the customer; it can drive sales and give you a strong competitive advantage.
Training helps customer service representatives realize the importance of their role and the nature of service the organization intends to provide its customers. It is an opportunity for organizations to educate their employees about their mission statement and the role customer service representatives play in attaining the same. More importantly, a company that invests in training shows their employees that they care about continual development and progress. In turn this makes employees more engaged in the company and therefore more motivated. Employees then become more efficient and better equipped to deal effectively with customers.
Through customer service training, employees improve their skills and/or acquire new ones. Specific customer service training programs focus on improving communication, listening, problem-solving and organizational skills. Training employees on the same set of competencies gives them a standard process to deal with customers and creates a sense of team spirit. The increased motivation and engagement coupled with the new skills creates improved customer service in the company.
Improving the quality of your customer service through training leads to an increase in customer satisfaction, retention and loyalty. Through effective training, customer service representatives increase their ability to resolve issues and decrease the number of return calls. Often, trained employees are able to address the concern at the first point of contact, which greatly increases customer satisfaction. The improved manner that employees interact with customers leads to the consumer feeling appreciated and respected. This appreciation is critical to the company’s success as it is the basis for repeated patronage and customer loyalty.
Helping employees preempt customer queries and expectations will help them have a thorough understanding of the customers’ perspective. They are less likely to be caught unaware when they face difficult customers and will be better prepared to handle such situations. It is natural for an employee to get defensive when faced with customer accusations or complaints. However, arguments with customers do not profit the organization. Empathy and patient hearing can make a hostile customer more receptive to the solution offered by you. Training needs to be geared in that direction.
Organizations can no longer work in isolation. The support of their customers, partners, and associates is necessary if they have to realize their objectives. One way to ensure this is by improving the quality of their service which can be met with proper customer service training.
What quality customer service training allows the company to achieve is higher customer retention, the acquisition of new customers, reduced employee turnover and increased sales. The training has a great impact on employee motivation and morale, which leads to increased productivity. Through the customer service training employees come together to achieve a common goal, which is to satisfy the customer. Think of it as an equation: improved customer service + increased customer satisfaction + increased customer loyalty = an increase in profit.
Customer Service & Hospitality – overview of most important training areas MYT can cover
- Achieving Customer Service Excellence
- Conflict Resolution
- Tools for Problem Solving
- Effective Listening and Response Skills
- Up-Selling and Selling in a Tough Economy
- Making a Positive First Impression
- Projecting a Professional Image
- Building Customer Loyalty
- Methods for Handling Complaints
- Maintaining a Positive Attitude and Self-Confidence
- Managing Time