Customer Service Practitioner

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Customer Service Practitioner

This programme has been developed for employees that deliver high quality products and services to the customers of their organisation.

Customer service could 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

THINGS TO KNOW

LEVEL:

2

DURATION:

12 months

knowledge

  • Knowing your customers

  • Understanding the organisation

  • Meeting regulations and legislation

  • Systems and resources

  • Your role and responsibility

  • Customer experience

  • Product and service knowledge

skills

  • Interpersonal skills

  • Communication

  • Influencing skills

  • Personal organisation

  • Dealing with customer conflict and challenge

behaviours

  • Developing self

  • Being open to feedback

  • Team working

  • Equality – treating all customers as individuals

  • Presentation – dress code, professional language

  • “Right first time”

qualifications

  • Level 2

criteria

  • Apprentices without level 2 English and Maths will need to achieve this level prior to taking the end-point assessment.

end point assessment

  • End-point assessment is via presentation, professional discussion and portfolio of evidence.

  • Progression: The administration role may be a gateway to further career opportunities, such as management or senior support roles.