Customer Service

Standard Number:ST0072
Qualification Level:2
Course Duration:12 months + EPA
Qualification Achieved:Completion of this apprenticeship will lead to eligibility to join the Institute of Customer Service as an individual member at professional level
Apprenticeship Category:     Sales, Marketing & Procurement

 

 

Job Role

The role of a Customer Service Practitioner is to deliver high-quality products and services to the customers of an organisation. Your core responsibility will be to provide a high-quality service to customers which will be delivered from the workplace, digitally, or by going out into the customer’s own locality.

These may be one-off or routine contacts and may include dealing with orders, payments, offering advice, guidance and support, meet-and-greets, sales, fixing problems, aftercare, service recovery or measuring customer satisfaction. You may be the first point of contact and work in any sector or organisation type.

You will provide service in line with the organisation’s customer service standards and strategy and to appropriate regulatory requirements. Your customer interactions may cover a wide range of situations and can include; communication face-to-face, by telephone, post, email, text and social media.

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.

Modules

Module 1:Introduction to the company
Module 2:Introduction to the Customer Service Practitioner standard
Module 3:Work shadowing
Module 4:Knowing your customers/customer experience
Module 5:Meeting regulations and legislation
Module 6:Roles and responsibilities/understanding the organisation
Module 7:Product and service knowledge/influencing skills
Module 8:Personal organisation and interpersonal skills
Module 9:Developing ‘self’ and being open to feedback
Module 10:Team working, presentation, taking responsibility
Module 11:     Customer behaviours
Module 12:     Dealing with conflict and difficult customers


Interested in learning more?

You can read more about this apprenticeship along with the standards here. If you are interested in the role, fill in the contact form below and we will be in touch with more information about what we have to offer.

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