Apprenticeship (Level 2) - Customer service practitioner

What you will study:

Knowledge

• Understand who customers are
• Understand the difference between internal and external customers
• Know the purpose of the business and what "brand promise" means
• Know your organisation’s core values and how they link to the culture
• Know the appropriate legislation and regulatory requirements that affect your business
• Know your responsibility and how to apply it when delivering service

Skills

• Demonstrate patience and calmness
• Show you understand the customer’s point of view
• Use appropriate sign-posting or resolution to meet your customer’s needs and manage expectations
• Maintain informative communication during service recovery

Behaviours

• Treat customers as individuals to provide personalised customer service
• Uphold the organisation’s core values and service culture
• Demonstrate patience and calmness
• Show you understand the customer’s point of view
• Use appropriate sign-posting or resolution to meet your customer’s needs and manage expectations
• Maintain informative communication during service recovery

This course is for 16-18 year olds.

Eligibility requirements

• Maths and English GCSE grades 9 - 3; A* - E
• Functional skills entry level 3 or initial assessment results at entry level 3
• Individuals requiring additional support are required to participate in an intensive week programme; otherwise, are mandated to attend weekly sessions