CUSTOMER SERVICE PRACTITIONER
COURSE OVERVIEW
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.
COURSE OVERVIEW
12 MONTHS
FUNDING
£3,500
ENTRY REQUIREMENTS
Apprentices without Level 1 English and maths will need to achieve this prior to taking the end-point assessment.
KNOWLEDGE:
Knowing your customers
Understanding the organisation
Meeting regulations and legislation
Systems and resources
Customer experience
Product and service knowledge
COURSE OUTCOMES
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”
ASSESSMENT
As part of your qualification, you will complete an End-Point Assessment (EPA). In short, this assessment will help you to showcase the skills, knowledge and behaviours you have developed through the programme. For the final grade, you can achieve either a Pass or Distinction.
PROGRESSION
This apprenticeship qualification suits job roles such as Customer Service Assistant, Customer Service Representative and Customer Service Advisor.
