Level 2 Customer Services Practitioner Apprenticeship 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.