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L2 Customer Service Practitioner

Overview

The role of a customer service practitioner is to deliver high quality products and services to their customers. The core responsibility of a customer service practitioner will be to provide a high quality service to their customers which can be delivered either from the workplace, digitally using email or social media, or through going out to visit the customer’s.  

These can be one-off or regular contacts and include dealing with orders, 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 work in any business sector or type of organisation.

Their actions will influence the customer experience and their satisfaction with your company. They must demonstrate excellent customer service skills and behaviours as well as product and/or service knowledge when delivering to your customers.

They provide service in line with the organisation’s customer service standards and strategy and within appropriate regulatory requirements. Their customer interactions may cover a wide range of situations and can include; face-to-face, telephone, post, email, text and social media.

to view the full details of the apprenticeship standard

Level

This apprenticeship standard is set at level 2.

Duration

This apprenticeship takes a minimum of 12 months to complete. 

Who would benefit?

  • Anyone new to a customer service role

Apprentices will learn

  • Customer service principles and practices – including customer experience and feedback, internal and external customers, needs and priorities, targets and goals and right first time.
  • Business principles and practices – including brand promise, core values, complaints process, internal policies and legislation and regulatory requirements.
  • Customer service skills – including building rapport and trust, conflict management and influencing and reinforcement techniques.
  • Communications – including interpersonal, tone of voice and verbal and non-verbal communications.
  • Presentation – including dressing appropriately and using positive and confident language.
  • Using customer service tools and resources – including those used to meet customer needs and measure, monitor and evaluate customer service levels
 

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