Customer Service Practitioner

Level 2 Apprenticeship Standard

CUSTOMER SERVICE PRACTITIONER: THE ROLE

Customer service is crucial to any business. It’s what can keep a customer, gain new ones and ultimately, if done well, build a good company reputation.



The role of a customer service practitioner is to provide high quality service to customers, 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. Apprentices may be the first point of contact and work in any sector or organisation type. Customer service interactions may cover a wide range of situations and can include; face-to-face, telephone, post, email, text and social media.

ABOUT THIS APPRENTICESHIP

  • Qualification Topics

    • Knowing your customers, products and services
    • Creating a customer focused experience and how to build a trust, dealing with customers conflict and challenge
    • Impact of procedures and policies on the delivery of customer service, core values, brand promise, service culture, digital media and complaints
    • Current and relevant legislation and regulations, their impact on organisation and others
    • Health and safety at work including code of practice
    • Evaluation tools to monitor customer service and technology available to meet customers needs effectively
    • Professional pride in job, self awareness, personal target and goal setting
    • Interpersonal skills, listening, questioning skills, body language and recognising customers needs and expectations
    • Verbal and non verbal communication skills
    • Team work, feedback and recommendations for improvement in customers service
    • Equality and diversity 

  • What's Involved

    • On and off the job skills training 
    • Level 1 and Level 2 Functional Skills in English & Maths
    • Showcase support and preparation
    • Planning, Target Setting and Feedback
    • Mock End Point Assessments

    End Point Assessment (after at least 12 months and successful completion of the above)

    • Apprentice showcase
    • Minimum of 60 min Practical Observation followed by maximum of 60 min professional discussion
    • The overall grade is based on the combination of performance in all assessment activities .

  • Knowledge and Skills

    This apprenticeship has been designed to showcase how the apprentices actions will influence the customer experience and their satisfaction with your organisation. Apprentices will demonstrate excellent customer service skills and behaviours as well as product and/or service  knowledge when delivering to customers. Apprentices will provide service in line with the organisation’s customer service standards and strategy and within appropriate regulatory requirement.

Duration

This Apprenticeship is typically completed in 13 months.

Delivery

Delivered online with remote support from Rewards Training throughout the apprenticeship.

Progression

Completion of this apprenticeship will lead to eligibility to join the Institute of Customer Service as an individual member at Professional level.

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