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The role of a customer service practitioner is to deliver high quality products and services to the customers of their organisation. Your core responsibility will be to provide a high quality service to customers which will be delivered from the workplace, digitally, or through going out into the customer’s own locality. 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, after care, service recovery or gaining insight through measuring customer satisfaction. You may be the first point of contact and work in any sector or organisation type. Your actions will influence the customer experience and their satisfaction with your organisation. You will demonstrate excellent customer service skills and behaviours as well as product and/or service knowledge when delivering to your customers. You provide service in line with the organisation’s customer service standards and strategy and within appropriate regulatory requirements. Your customer interactions may cover a wide range of situations and can include; face-to-face, telephone, post, email, text and social media. Candidates will cover these areas on their course: Knowledge Knowing your customers Understanding the organisation Meeting regulations and legislation Systems and resources Your role and responsibility Customer experience Product and service knowledge Skills Interpersonal skills Communication Influencing skills Personal organisation Dealing with customer conflict and challenge Behaviours Developing self Being open to feedback Team working Equality – treating all customers as individuals Presentation – dress code, professional language “Right first time”

Customer Service Practitioner

Providing customer service products and services for businesses and other organisations including face-to-face, telephone, digital and written contact and communications.

£3,500 via Apprenticeship Levy or £175 via 5% Co-investment Funding for small businesses

12 months