Customer Services Practitioner Apprenticeship Level 2 at Stanmore College


Course Content

The course covers the following main areas:

  • Knowing your customers
  • Understanding the organisations
  • Meeting regulations and legislation
  • Systems and resources
  • Your role and responsibility
  • Customer experience
  • Product and service knowledge

Course Outcomes

An apprentice completing this qualification will gain knowledge and skills in:

  • customer service principles and practices (including customer experience and feedback, internal and external customers, needs and priorities, targets and goals and right first time)
  • business principles and practices (including brand promise, core values, complaints process, internal policies and legislation and regulatory requirements)
  • customer service skills (including building rapport and trust, conflict management and influencing and reinforcement techniques)
  • communications (including interpersonal, tone of voice and verbal and non-verbal communications)
  • presentation (including dressing appropriately and using positive and confident language)
  • using customer service tools and resources - including those used to meet customer needs and measure, monitor and evaluate customer service levels

Progression

Apprentices can go on to secure employment in a customer service role across all industries; Typical roles include Customer Services Professional, Customer Services Practitioner and other customer facing roles.

Entry Requirements

GCSE's at grade 9-4 (A*-C)

Assessment

TBC

Equipment

TBC