Course code: XMZN124P
Subject area: Apprentices
Study level: Apprenticeship
Course level: 2
apprenticeships@abingdon-witney.ac.uk
01235 216 216
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.
Duration:• 15 months practical training period, plus 3 months for End Point Assessment
Delivery model:• Work-based training with your employer• 10 days college attendance to complete the Business Professionals course• Approximately 12 on-site assessment visits per year• Level 1 Functional Skills in Maths and English (7 days at college for each, if required)• Off the job training will count for at least 6 hours a week of an apprentice’s time at work
Qualifications included:• Level 1 Functional Skills in English and Maths
End Point Assessment:• Practical observation• Apprentice showcase• Professional discussion
What will apprentices learn?• Understand who customers are.• Understand the difference between internal and external customers.• Understand the different needs and priorities of your customers and the best way to manage their expectations, recognising and knowing how to adapt style to be highly effective.• Know the purpose of the business and what ‘brand promise' means• Know your organisation’s core values and how they link to the service culture.• Know the internal policies and procedures, including any complaints processes and digital media policies that are relevant to you and your organisation.• Know the appropriate legislation and regulatory requirements that affect your business.• Know your responsibility in relation to this and how to apply it when delivering service.• Know how to use systems, equipment and technology to meet the needs of your customers.• Understand types of measurement and evaluation tools available to monitor customer service levels.• Understand your role and responsibility within your organisation and the impact of your actions on others.• Know the targets and goals you need to deliver against.• Understand how establishing the facts enable you to create a customer focused experience and appropriate response.• Understand how to build trust with a customer and why this is important.• Understand the products or services that are available from your organisation and keep up-to-date.
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