Customer Service Practitioner Level 2 (Standard)

Providing excellent customer service

Who is it for?

This new apprenticeship standard is perfect for anyone working in a customer facing role with direct responsibilities for providing customer service in any sector or organisation type. The focus is on influencing the customer experience and their satisfaction with your organisation.

Course Details

  • Duration: 13 Months
  • Member: On application
  • Non-Member: On application

All fees subject to VAT

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Objectives

Qualifications

  • English Functional Skills Level 2 (If required)
  • Maths Functional Skills Level 2 (If required)

Arrangements

  • Programme induction
  • Day release training
  • Training in the workplace
  • Formative assessment throughout the programme
  • Regular progress reviews

Off-the-job

  • Within this apprenticeship there is an expectation that 20% of the teaching, learning and development will be undertaken through off-the-job training.

Course Overview

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 and Attitude

  • Developing self
  • Being open to feedback
  • Team working
  • Equality - treating all customers as individuals
  • Presentation - dress code, professional language
  • Right first time

Assessment
  • Showcase portfolio
  • Professional discussion
  • Practical observation in the workplace

Course Dates

Flexible to suit


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