LEVEL 2 CUSTOMER SERVICE PRACTITIONER

The Level 2 Customer Service Practitioner apprenticeship is for those who provide customer service products and services for businesses and other organisations, including face-to-face, telephone, digital and written contact and communications.

This apprenticeship programme will develop the skills, knowledge and behaviours required to influence the cus-tomer experience and satisfaction within your organisation.

Duration: 12 months

PROGRAMME OVERVIEW

During the Level 2 Customer Service Practitioner, your staff will develop a range of knowledge, skills and behaviours, including:

01

KNOWLEDGE

Knowing your customers

Understanding the organisation

Meeting regulations and legislation

Systems and resources

Your role and responsibility

Customer experience

Product and service knowledge

02

SKILLS

Interpersonal skills

Communication

Influencing skills

Personal organisation

Dealing with customer conflict and challenge


 

03

BEHAVIOURS

Developing self

Being open to feedback

Team working

Equality – treating all customers as equals

Presentation – dress code, professional language

“Right first time”


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