Customer Service Practitioners are expected to deliver top quality products and services to the customers of their organisation, be it from their workplace, digitally or reaching out locally to their customers.
They may often be the first point of contact for customers and an important influence on the customers’ view and experience of the organisation.
On this course, you will need to demonstrate exceptional customer service skills and behaviours as well as product and / or service knowledge when delivering to your customers. Customer interactions may cover a wide range of situations and can include face-to-face, telephone, post, email, text and social media.
This apprenticeship course will take a minimum of 12-months to complete and an additional 3 months to complete the End Point Assessment.
The programme of learning is broadly split into 3 key areas include the following topics:
- Knowing your customers
- Understanding the organisation
- Meeting regulations and legislation
- Systems and resources
- Your role and responsibility
- Customer experience
- Product & service knowledge
- Interpersonal skills
- Influencing skills
- Personal organisation
- Dealing with customer conflict and challenge
Behaviours / Attitude
- Developing self
- Being open to feedback
- Team working
- Equality – treating all customers as individuals
- Presentation – dress code, professional language
- ‘Right first time’
Once the above programme is completed and the learner and employer agree the right Knowledge, Skills and Behaviours/Attitudes have been met, learners will be put forward to an Assessment Gateway which will trigger an End Point Assessment. Apprentices without Level 2 English and Maths will need to achieve these functional skills before taking the End Point Assessment.
This assessment will be carried out with an independent body to ensure the apprentice can demonstrate they have achieved the required standards. Result: Completion of this apprenticeship will lead to eligibility to join the Institute of Customer Service as an Individual member at Professional level.