Course

Customer Service Practitioner - Level 2

Girl on the phone to a customer

Course type:

Apprenticeships

Age:

16+

Duration:

12 month

Cost:

Fully funded

Location:

Blended

About the course

This apprenticeship is delivered through a combination of tutorial workshops and monthly one-to-one visits from a dedicated Development Coach. Learners will be required to present a work-based project they have led as part of the programme. Participants will engage in a range of tutorial workshops, supplemented by monthly one-to-one visits from their dedicated Development Coach. As part of the programme, learners must lead and present a work-based project, applying their newly acquired knowledge and skills in a practical setting.

Aim

The aim of this apprenticeship is to equip individuals working within an organisation with the necessary knowledge and skills to excel as customer service practitioners and advance their careers.

Learning outcomes

  • Gain a thorough understanding of customer service principles and practices.
  • Develop enhanced customer service skills.
  • Improve communication skills.
  • Learn how to effectively evaluate customer service satisfaction levels.

Course structure

  • Knowing Your Customers: Understanding different customer needs and behaviours.
  • Understanding the Organisation: Gaining insight into the organisation’s structure and culture.
  • Meeting Regulations and Legislation: Ensuring compliance with relevant laws and regulations.
  • Systems and Resources: Learning to use tools and resources effectively.
  • Your Role and Responsibility: Understanding your duties within the customer service function.
  • Customer Experience: Focusing on delivering a positive customer experience.
  • Product and Service Knowledge: Acquiring detailed knowledge about the products and services offered.

Skills development

  • Interpersonal Skills: Enhancing the ability to interact effectively with customers.
  • Communication: Developing clear and effective communication techniques.
  • Influencing Skills: Learning how to influence customer decisions positively.
  • Personal Organisation: Improving time management and organisational skills.
  • Dealing with Customer Conflict and Challenge: Managing and resolving customer complaints and conflicts efficiently.