Level 3: Customer Service Specialist has been designed and written to support those studying for the Level 3 Customer Service Specialist Apprenticeship and also the Level 2 Customer Service Practitioner Apprenticeship and other, similar, Level 2/3 Diplomas and Certificates in Customer Service. The book covers the theories and hypotheses covered in the syllabus of the qualifications and explains them in a plain and straightforward manner. The book is designed to match the modules of study in the apprenticeship standard and therefore make selective study very straightforward. It is also intended that this book will become a valuable point of reference not only whilst studying for an apprenticeship, but also afterwards, with many areas of support and guidance appropriate and relevant to a career in Customer Service after the qualification has been achieved.