Overview
The role of a customer service practitioner is to deliver high quality products and services to the customers of their organisation. Their 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.
Knowledge, skills and behaviours
On undertaking this course, candidates will gain the following qualities:
Knowledge
- Knowing Your Customers
- Understanding the Organisation
- Meeting Regulations and Legislation
- Systems and Resources
- Communications
- Your Role and Responsibility
- Planning and Organisation
- Customer Experience
- Product and Service Knowledge
Skills
- Interpersonal Skills
- Communication
- Influencing Skills
- Personal Organisation
- Dealing with Customer Conflict and Challenge
Behaviours
- Self-development
- Team Working
- Equality
- Personal Presentation
- Professional Languag
Course requirements
As well as our standard course requirements needed to complete all our apprenticeships and training programmes (please see our General Course Information), candidates need to complete the following:
Portfolio of Evidence
The following are acceptable forms of portfolio evidence and the most appropriate forms will be selected for each unit:
- Observation
- Products evidence
- Witness testimony
- Reflective accounts
- Professional discussion
- Projects & Assignments
- Case studies
EPA – End Point Assessment
This is the final stage of the apprenticeship.
- Practical observation
- Professional discussion
- Apprentice showcase
