Courses, Training and Apprenticeships

Customer Service Practitioner

Apprenticeship | Level 2

The role of a customer service practitioner is to deliver high quality services. Your core responsibility will be to provide a high quality service to customers which will be delivered from the workplace, digitally, or through on-going workplace assessment. 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 the business. You will demonstrate excellent customer service skills and behaviours as well as product and/or service knowledge when delivering to your customers.

You will provide service in line with your companies 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 Length– 12 Months

Course Funding– £3,500

*Fully funded for organisations with less than 50 employees.

Modules:

  • Customer experience
  • Knowing your customer
  • Regulations & legislation
  • Your role, Your responsibilities
  • Communication
  • Collaboration & team work
  • Dealing with challening customers
  • Understanding the business
  • Systems & resources
  • Product & service knowledge
  • Interpersonal skills
  • Developing self & feedback

Key Areas:

  • Customer experience
  • Dispute resolution
  • Selling with integrity

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