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Apprenticeship - Customer Service Practitioner - Level 2Apply Now »

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Level: 2

Location: Workplace

Years: 1

Interview: Y

Course Summary

The role of the customer service practitioner is to deliver high quality products and services to the customers of their organisation.  Their core responsibility will be to provide a high quality service to customers which can 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 and 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 could work in any sector or type of organisation.

As an apprentice, your actions will influence the customer experience and their satisfaction with the organisation.  You need to demonstrate excellent customer service skills and behaviours as well as product and/or service knowledge when delivering to your customers.  You will provide service in line with your organisation's customer service standards and strategy and within appropriate regulatory requirements.  Customer interaction may cover a wide range of situations and can include face-to-face, telephone, post, email, text and social media communication.

Entry requirements

You should have good personal skills and experience of working with customers in some capacity. 

You should also have GCSE in Maths and English at grades A-D or an equivalent qualification.

You must achieve Level 2 English and Maths prior to taking the end-point assessment.

Course Content

Knowledge:

  • Knowing your customers
  • Understanding the organisation
  • Meeting regulations and legislation
  • Systems and resources
  • Your role and responsibility
  • Customer experience
  • Product and service knowledge

Skills:

  • Interpersonal skills
  • Communication
  • Influencing skills
  • Personal organisation
  • Dealing with customer conflict and challenge

Behaviours/Attitude:

  • Develop self
  • Being open to feedback
  • Team working
  • Equality - treating all customers as individuals
  • Presentation - dress code and professional language
  • Right first time

How will I be assessed?

You will be assessed via observations, work products, witness testimonies and questions.

End-point assessment will include:

  • Apprentice showcase - 65%
  • Practical observation of one hour - 20%
  • Professional discussion of one hour - 15%

 

Are there any additional costs or specialist equipment required?

You will be provided with any Personal Protective Equipment as required to legally and safely undertake your role.

What can I do after this course?

You can progress to a further programme such as the Apprenticeship in Customer Service Specialist.

 

 

 

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S. Singh Dhadwal

S. Singh Dhadwal

Business student plans to study Stateside

Derby College student Sukhveer Singh Dhadwal is planning to study for a business degree abroad after successfully completing his Level 3 Advanced Extended Diploma in Business. Sukhveer, who is 19 and from Littleover, would very much like to take his degree at a university in the USA or Canada – and believes that going to Derby College, has given him the impetus to pursue his career goals.Sukhveer's main ambition is to be his own boss, which is why, after gaining A levels in psychology, chemistry, biology and geology at sixth form college, he went on to study business. Sukhveer, who got the idea of studying overseas after visiting Miami University last year, is considering applying to universities in California and possibly the University of Alberta in Canada. He is unsure exactly which subject he would like to take, but is keen to gain a degree relevant to business such as accountancy or economics. Ultimately he would like to start his own business in the States or Canada in a tech-related field such as gadgets.

He said: "Going to Derby College has helped inspire me. Unlike sixth form college you're encouraged to take more responsibility for yourself.
"Studying in the USA or Canada will be a great adventure and going to Derby College has taught me to be so much more independent." I've talked through my university plans with my tutors and they've helped me find links to overseas courses etc."

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