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.
Find training providers for this course
Apprenticeship location
Greater Manchester, Cheshire Remove location