CUSTOMER SERVICE PRACTITIONER LEVEL 2

About the Course

​

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 Summary

​

Knowing your customers 

​

• Understand who customers are.

• Understand the difference between internal and external customers.

• 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.

​

Understanding the organisation

​

• Know the purpose of the business and what ‘brand promise' means

• Know your organisation’s core values and how they link to the service culture.

• Know the internal policies and procedures, including any complaints processes and digital media policies that are relevant to you and your organisation.

​

Meeting regulations and legislation

​

• Know the appropriate legislation and regulatory requirements that affect your business.

• Know your responsibility in relation to this and how to apply it when delivering service.

​

Systems and resources

​

• Know how to use systems, equipment and technology to meet the needs of your customers.

• Understand types of measurement and evaluation tools available to monitor customer service levels.

Your role and responsibility

• Understand your role and responsibility within your organisation and the impact of your actions on others.

• Know the targets and goals you need to deliver against.

​

Customer experience

​

• Understand how establishing the facts enable you to create a customer focused experience and appropriate response.

• Understand how to build trust with a customer and why this is important.

Product and service knowledge

• Understand the products or services that are available from your organisation and keep up-to-date.

​

Interpersonal 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.

​

Communication

​

• Depending on your job role and work environment:

  • Use appropriate verbal and non-verbal communication skills, along with summarising language during face-to-face communications; and/or

  • Use appropriate communication skills, along with reinforcement techniques (to confirm understanding) during non-facing customer interactions.

• Use an appropriate ‘tone of voice’ in all communications, including written and digital, that reflect the organisation’s brand.

​

Influencing skills

​

• Provide clear explanations and offer options in order to help customers make choices that are mutually beneficial to both the customer and your organisation.

​

Personal organisation

​

• Be able to organise yourself, prioritise your own workload/activity and work to meet deadlines.

Dealing with customer conflict and challenge

• Demonstrate patience and calmness.

• Show you understand the customer’s point of view.

• Use appropriate sign-posting or resolution to meet your customers needs and manage expectations.

• Maintain informative communication during service recovery.

​

Developing self

​

• Take ownership for keeping your service knowledge and skills up-to-date.

• Consider personal goals and propose development that would help achieve them.

​

Being open to feedback

​

• Act on and seek feedback from others to develop or maintain personal service skills and knowledge.

Team working

• Frequently and consistently communicate and work with others in the interest of helping customers efficiently.

• Share personal learning and case studies with others, presenting recommendations, and improvement to support good practice.

​

Equality – treating all customers as individuals

​

• Treat customers as individuals to provide a personalised customer service experience.

• Uphold the organisations core values and service culture through your actions.

​

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.

• Take ownership from the first contact and then take responsibility for fulfilling your promise.

​

Entry Requirements

​

Apprentices will be required to have or achieve level 1 English and Maths and to have taken level 2 English and Maths tests prior to completion of their Apprenticeship.

 

Duration

​

Typical duration of this course is 12 months. This does not include the EPA (End Point Assessment).

 

What Qualifications Will I Gain?

​

You will gain a Level 2 Customer Service Practitioner accredited qualification.

 

Possible Careers

​

Customer Service Assistant, Customer Service Administrator, Customer Service Trainee and Customer Service Advisor.

​

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

 

How to Apply

​

Please click here for our current vacancies list or contact Amy on amy@1st2achieve.co.uk.

​

 

WHY CHOOSE US?

WHY CHOOSE US?

​

​

​

​

​

​

​

​

​

​