The Customer Service Practitioner Standard is suitable for those just starting out in a Customer Service role, or those already employed in an Customer Service position.
The role of a Customer Service Practitioner is to deliver high quality products and services to the customers of their organisation. Core responsibility will be to provide a high quality service to customers which will 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, 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 sector or organisation type.
Your actions will influence the customer experience and their satisfaction with your organisation. You will demonstrate excellent customer service skills and behaviours as well as product and/or service knowledge when delivering to your customers. You provide service in line with the organisation’s customer service standards and strategy and within appropriate regulatory requirements. Your customer interactions may cover a wide range of situations and can include; face-to-face, telephone, post, email, text and social media.
Apprenticeships provide focused and applied training for those who already have a strong interest in a job or industry. Not everyone is suited to university style learning and apprenticeships provide a practical approach to obtaining training and experience.