Level 2 - Customer Service Practitioner
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.
How you will benefit
Your actions will influence the customer experience and their satisfaction with your organisation. You will demonstrate excellent customer service skills and behaviours as well as product and/or service knowledge when delivering to your customers. You provide service in line with the organisation’s 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.
Your actions will influence the customer experience and their satisfaction with your organisation. You will demonstrate excellent customer service skills and behaviours as well as product and/or service knowledge when delivering to your customers. You provide service in line with the organisation’s 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 Information
- Currently employed within a customer focused environment either digitally or face to face.
- Ideally Grade C/4 in English and Math’s or have functional skills Level 2. If you don’t meet these requirements, you will study Level 2 functional skills alongside.
The EPA consists of:
- Apprentice Showcase
- Practical Observation
- Professional Discussion
- Knowing your customers
- Understanding the organization
- Meeting regulations and legislation
- Systems and resources
- Your role and responsibility
- Customer experience
- Product and service knowledge
- Interpersonal skills
- Dealing with customer conflict and challenge
The Level 2 can enable learners to access higher education to Level 3 Customer service specialist
On successful completion, apprentices will be eligible for the following roles:
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- Any customer-related organisation either digitally or face to face.
