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Customer Service Practitioner

Providing high-quality products and services to the customers of the company or organisation, including face-to-face, telephone and digital communications. 

Overview

Approved for delivery on the 29/07/2016, the customer service practitioner, Intermediate apprenticeship standard provides a level 2, upon completion. This apprenticeship will typically take 12 months to complete, not including the End-Point Assessment Period.

What the course covers

A customer service practitioner delivers high-quality products and services to customers of their company or organisation. Your core responsibility will be to provide an excellent quality of service to customers. You may be required to communicate with customers face-to-face, over the phone or through other means of digital contact such as virtual chat services, text or email.

It is also becoming increasingly common for companies to provide customer service through social media channels. As a customer service practitioner, you may need to communicate, engage and interact with customers in a professional manner through Facebook, Instagram and Twitter.

The service you provide could include dealing with orders, taking payments, offering advice on purchases, providing resolutions to complaints and gaining insight into customer satisfaction levels. Your behaviour when dealing with customers will impact their satisfaction with your company or organisation. It is essential to be polite, friendly, respectful and efficient at all times.

Customer service practitioners work in retail stores, call centres, offices, and recently remote work opportunities have become more common. You will need to stay up to date with data protection regulations and provide service in line with the standards of your organisation.

Careers and jobs associated

  • Sales assistant
  • retail worker
  • call centre agent
  • customer service advisor 

If you would like to find out more about this apprenticeship standard, including possible duties of the role, skills and assessment method visit the Institute for Apprenticeships.

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