Description
Overview of the role:
Providing customer service products and services for businesses and other organisations including face-to-face, telephone, digital and written contact and communications.
Details of standard:
Role / Occupation – Customer Service Practitioner
Course Content:
The apprenticeship will consist of:
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
- Developing self
- Being open to feedback
- Team working
- Equality – treating all customers as individuals
- Presentation – dress code, professional language
- “Right first time”
Duration:
The apprenticeship will take a minimum of 12 months to complete
Entry requirements:
Apprentices will be required to have or achieve level 1 English and Maths and to have taken level 2 English and Maths tests prior to completion of their Apprenticeship.
Link to professional registration:
Completion of this apprenticeship will lead to eligibility to join the Institute of Customer Service as an Individual member at Professional level.
Level:
This apprenticeship standard is set at Level 2.
