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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 (9-3) 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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Alex Watts

Alex Watts

Former DCG business student taps into Myanmar fitness market

Lifestyle company managing director, personal trainer and former business student, Alex Watts, enjoyed many aspects of his time at the Roundhouse.
 
And, he said, one of the best things about Derby College was the flexible work schedule offered by his BTEC level 3 business course.Alex also met his fiancée and business partner Joanna Kyiang on his course, and straight after College, they left the UK together to work in Myanmar.
 
For two years Alex was a director of primary athletics in an international school, where he discovered a passion for coaching. Eager to start a business of his own, he went to Bangkok to become a certified personal trainer.
 
Offering an international standard of personal training to high profile clients, demand for his services quickly boomed. So, racing to capitalise on this untapped market, he and Joanna co-founded Lifestyle Centre and fitness business, FORM Yangon.
 
Alex said: “We pitched our idea to investors, raised the capital we needed for expansion and began building our Lifestyle Centre from the ground up. We now offer personal training, group training and youth fitness within our purpose-built centre, and are on a mission to elevate active, healthy lifestyle living in Myanmar.”
 
As well as gaining further qualifications in personal training and coaching Alex is now a certified nutritionist. He has also hosted a child fitness TV show, which he and Joanna scripted, planned, directed, edited and produced with a local TV company – in what was the first English-speaking programme for the channel.
 
Reflecting on his time at College, Alex said marketing, economics and business development were the stand-out areas for him.
 
He added: “One of my lecturers, who taught marketing, showed me how to find answers to problems. She would constantly encourage me to look deeper into situations and ask myself why, why, why? This is something I now use with my team.”

One of my lecturers, who taught marketing, showed me how to find answers to problems. She would constantly encourage me to look deeper into situations and ask myself why, why, why? This is something I now use with my team.

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