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Apprenticeship Standard - Level 2 Customer Service Practitioner

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Course Description

Job roles include: Customer Service Trainee, Customer Service Assistant, Advisor, Call Agent, Sales Executive, Receptionist

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.

Qualifications

Level 2 Customer Service Practitioner Apprenticeship

Entry Requirements

Individual employers will identify any relevant entry requirements in terms of previous qualifications.

Initial assessment and diagnostic testing on English and maths will take place prior to commencement of the apprenticeship (Unless already achieved A-C, 4-9 GCSE or equivalent English & maths).

Apprentices without Level 1 English and Maths will need to achieve this prior to taking the end-point assessment.

Details

THE CUSTOMER SERVICE PRACTITIONER APPRENTICESHIP PROVIDES THE OPPORTUNITY TO LEARN AND DEVELOP A RANGE OF KNOWLEDGE, SKILLS AND BEHAVIOURS INCLUDING:


Know the purpose of the business and what ‘brand promise’ means

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

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

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

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

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.

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

Use communication behaviours that establish clearly what each customer requires and manage their expectations.

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

Progression

Progression from this apprenticeship could be into a customer service specialist apprenticeship/position.

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