CUSTOMER SERVICE PRACTITIONER
LEVEL 2 MODULES
Understanding your organisation
Know the purpose of the business and what ‘brand promise' means
Know your organisation’s core values and how they link to the service culture
Know the internal policies and procedures, including any complaints processes and digital media policies that are relevant to you and your organisation
Your role and responsibility
Understand your role and responsibility within your organisation and the impact of your actions on others
Know the targets and goals you need to deliver against
Product and service knowledge
Understand the products or services that are available from your organisation and keep up-to-date
Use a range of questioning skills, including listening and responding in a way that builds rapport, determines customer needs and expectations and achieves positive engagement and delivery
Depending on your job role and work environment:
Use appropriate verbal and non-verbal communication skills, along with summarising language during face-to-face communications; and/or
Use appropriate communication skills, along with reinforcement techniques (to confirm understanding) during non-facing customer interactions
Dealing with customer conflict and challenge
Demonstrate patience and calmness
Show you understand the customer’s point of view
Use appropriate sign-posting or resolution to meet your customers needs and manage expectations
Maintain informative communication during service recovery
Knowing your customers
Understand who customers are
Understand the difference between internal and external customers
Understand the different needs and priorities of your customers and the best way to manage their expectations, knowing how to adapt your style to be highly effective
Meeting regulations and legislation
Know the appropriate legislation and regulatory requirements that affect your business
Know your responsibility in relation to this and how to apply it when delivering service
Understand how establishing the facts enable you to create a customer-focused experience and appropriate response
Understand how to build trust with a customer and why this is important
Systems and resources
Know how to use systems, equipment and technology to meet the needs of your customers.
Understand types of measurement and evaluation tools available to monitor customer service levels.
Provide clear explanations and offer options in order to help customers make choices that are mutually beneficial to both the customer and your organisation
Be able to organise yourself, prioritise your own workload/activity and work to meet deadlines
Knowlege and Skills
Providing customer service for organisations including
face-to-face, telephone,digital and written communication
The role of a customer service practitioner is to deliver high-quality products and services# to the customers of their organisation. Their core responsibility is to provide this service to customers from the workplace, digitally, or through visiting the customer face to face.
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, aftercare, service recovery or gaining insight through measuring customer satisfaction.
This apprenticeship can be used for customer service in any sector
Grey Seal support Customer Service Practitioners to have the knowledge, skills and behaviours to deliver on their responsibilities and personally develop within their role.
They will learn new ideas, theories and methods as well as consolidating existing knowledge and experience. Having this knowledge and with the support of their Trainer, they will have the confidence to put new knowledge into practice.
Completion of this apprenticeship will lead to eligibility to join the
Institute of Customer
Service as an Individual member at the Professional level.
Level 2 Standard
COURSE DESIGN AND TRAINING DELIVERY
All Trainers are qualified subject specialists with strong experience within the sector. They will use
use a variety of training methods and resources that can include:
● Trainer led group training sessions / workshops face to face or online using video conferencing
● Individual training sessions face to face, telephone or video conferencing
● Resources – paper based, electronic and signposted external resources
● Online portfolio that can be accessed by learner and designated organisational contact
● Virtual learning environment
● Individualised approach
● Access to a Trainer through the portfolio, phone, text, email, IM
● Follow a personalised programme for Maths and English