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Apprenticeship training course

Customer service practitioner (level 2)

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

Qualification level
2
Equivalent to GCSE.
Typical duration
12 months
Apprenticeship category
Sales, marketing and procurement
Maximum funding
£3,500
Maximum amount government will fund
for apprenticeship training.
Also known as
  • customer assistant
  • customer relations advisor
  • customer relations assistant
  • customer service advisor
  • customer service agent
  • customer service associate
  • customer service rep
  • customer service representative
Skills
Skills an apprentice will learn
  • Use a range of questioning skills, including listening and responding in a way that builds rapport, determines customer needs and expectations and achieves positive engagement and delivery.
  • Depending on your job role and work environment: Use appropriate verbal and non-verbal communication skills, along with summarising language during face-to-face communications; and/or
  • Depending on your job role and work environment: Use appropriate communication skills, along with reinforcement techniques (to confirm understanding) during non-facing customer interactions.
  • Depending on your job role and work environment: Use an appropriate ‘tone of voice’ in all communications, including written and digital, that reflect the organisation’s brand.
  • Provide clear explanations and offer options in order to help customers make choices that are mutually beneficial to both the customer and your organisation.
  • Be able to organise yourself, prioritise your own workload/activity and work to meet deadlines.
  • Demonstrate patience and calmness.
  • Show you understand the customer’s point of view.
  • Use appropriate sign-posting or resolution to meet your customers needs and manage expectations.
  • Maintain informative communication during service recovery.

Full information on Customer service practitioner (level 2) is available from the Institute for Apprenticeships and Technical Education.

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