The role of a customer service practitioner is to deliver high-quality products and services to the customers of their organisation.
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.
As part of the Apprenticeship, you will have monthly workplace visits from a Learning Development Advisor, with 6 hours per week off the job training which will be tracked. You will build a portfolio showing your work-based evidence.
What you will study
- Knowing your customers
- Understanding the organisation
- Meeting regulations and legislation
- Systems and resources
- Your role and responsibility
- Customer experience
- Product service and knowledge
- Interpersonal Skills
- Influencing skills
- Personal organisation
- Dealing with customer conflict and challenge
- Developing self
- Being open to feedback
- Team working
- Equality – treating all customers as individuals
- Presentation – dress code
- Professional language
- ‘Right First Time’