Customer Service Practioner Level 2 (24/25)
Course Overview
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 customers 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 organisations 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.
Ideal for those looking to go into a customer facing role from industries such as Retail and Sales for the first time, this Level 2 apprenticeship is a great opportunity to gain hands on industry experience and act as a stepping stone to becoming a Customer Service Specialist. This programme is ideal for school leavers right through to mature apprentices wanting to retrain.
What topics are covered?
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
Demonstrate patience and calmness.
Behaviours
Developing self
Team working
Equality treating all customers as individuals
Presentation dress code, professional language
Right first time
Frequently asked questions
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 customers 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 organisations 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.
Ideal for those looking to go into a customer facing role from industries such as Retail and Sales for the first time, this Level 2 apprenticeship is a great opportunity to gain hands on industry experience and act as a stepping stone to becoming a Customer Service Specialist. This programme is ideal for school leavers right through to mature apprentices wanting to retrain.