LEVEL 2 - Customer Service Practitioner

Course Level

Level 2

Duration

12 Months

Location

England

What is involved in the level 2 Customer Service Practitioner Apprenticeship

Throughout this Level 2 Customer Service Practitioner apprenticeship, learners will gain the knowledge to provide a high-quality service to customers, delivered from the workplace, digitally, or by going out into the customer’s locality.

The key role of a Customer Service Practitioner is to deliver high-quality products and services to their organisation’s customers. Other responsibilities of the role include:

Dealing with orders
Payments
Offering advice
Guidance and Support
Meet-and-greet
Sales
Gaining insight through measuring customer satisfaction
Much more

What you will learn in a Customer service PRactitioner apprenticeship

UNIT 1: GETTING STARTED

Knowing your customers and understanding who they are and how they are different
Understanding the organisation, the purpose of the business, and its core values and procedures.
Meeting regulations and legislations that reflect the business.
Your role and responsibility, goals, impact and targets.
Understand how to build trust with a customer and why this is important.
Know about the products or services that are available from your organisation.

UNIT 2: SERVICE DELIVERY

Interpersonal skills
Communication
Influencing skills
Personal organisation
Dealing with customer conflict and challenge

UNIT 3: DEMONSTRATE

Developing self
Being open to feedback
Team working
Equality
Presentation- dress code, professional language
“Right first time”- Use communication behaviours that establish clearly what each customer requires and meet their expectations.

UNIT 4: END POINT ASSESSMENT

Observation/Witness Testimony
Showcase
Professional Discussion