Level 2 Customer Service Practitioner

Designed for apprentices wishing to work in a customer service role. Customer Service Practitioners will need to demonstrate excellent customer service skills and behaviours as well as strong product and/or service knowledge. The course is delivered to meet the needs of each apprentice and the employer and can be on a one to one, group or blended learning.

The apprentice will complete a process called End Point Assessment consisting of writing either a Report or recorded presentation supported by a portfolio of evidence, observation in the workplace and professional discussion which is graded either a pass or distinction.

The apprentice will learn knowledge skills and behaviours during the apprenticeship as follows:

Knowledge:

Understanding the organisation

Meeting regulations and legislation

Systems and resources

Product and service knowledge

Knowing your customers

Your role and responsibility

Skills:

Influencing skills

Personal organisation

Dealing with customers conflict and challenge

Interpersonal skills

Communication

Behaviours:

Developing self

Being open to feedback

Team working

Presentation

Right first time

Equality – treating customers as individuals