Level 2 Customer Services Practitioner Apprenticeship

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