Customer Service Practitioner

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apprenticeships

Business & Management

Level 2 Customer Service Practitioner

Role Overview and Expectations

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.

Course Information Sample Workbook

Banding

£3500

Course Duration

15 Months(12 months qualification and 3 x months EPA)

Course Delivery

Blended Learning

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Course Content

You will learn to demonstrate a variety of knowledge, skills, and behaviours. Some of the course material will consist of evidencing:

Knowledge

  • Understand the different needs and priorities of your customers and the best way to manage their expectations, recognising and knowing how to adapt style to be highly effective
  • Know your organisation’s core values and how they link to the service culture
  • Know how to use systems, equipment and technology to meet the needs of your customers
  • Know the targets and goals you need to deliver against
  • Understand how establishing the facts enable you to create a customer focused experience and appropriate response
  • Understand the products or services that are available from your organisation and keep up-to-date.

Skills

  • 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
  • Use appropriate communication skills, along with reinforcement techniques (to confirm understanding) during non-facing customer interactions
  • Provide clear explanations and offer options in order to help customers make choices that are mutually beneficial to both the customer and your organisation
  • Be able to organise yourself, prioritise your own workload/activity and work to meet deadlines
  • Use appropriate sign-posting or resolution to meet your customers needs and manage expectations.

Behaviours

  • Developing self – Take ownership for keeping your service knowledge and skills up-to-date.
  • Team working – Frequently and consistently communicate and work with others in the interest of helping customers efficiently.
  • Presentation, dress code, professional language – Demonstrate personal pride in the job through appropriate dress and positive and confident language.
  • “Right first time” –  Use communication behaviours that establish clearly what each customer requires and manage their expectations.

What Next for You

Customer Service Specialist

Level 3

Team Leader or Supervisor

Level 3

Operations or Departmental Manager

Level 5

Eligibility

  • You need to have lived in the UK for the last 3 years
  • Be employed with a contract of employment
  • Not have a prior qualification in the same subject, at the equivalent level.

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