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Customer Service Practitioner Apprenticeship – Level 2

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Man serving customer in a retail environment

Courses Code

PW2APSCUS

Study method

Part Time

Location(s)

Work based

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Course aim

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. The core responsibility will be to provide an exceptional service to customers which will be delivered from the workplace, digitally, or by visiting the customer.  These may 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 will provide service in line with the organisation’s customer service standards 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.
Course content

The apprentice will study the core knowledge, skills and behaviours as laid out in the delivery plan.

Example: Knowing your customers
- Understand who customers are
- Understand the difference between internal and external customers
- Understand the different needs and priorities of your customers and the best way to manage their expectations, recognising and knowing how to adapt style to be highly effective.
- Effective use of Interpersonal Skills
- Use range of questioning skills, including listening and responding in a way that builds rapport, determines customer needs and expectations and achieves positive engagement and delivery
- Developing yourself, effective teamwork and personal presentation in the workplace.
Course assessment
Benefits to employers

Hiring an apprentice is a productive and effective way for any organisation to grow talent and develop a motivated, skilled and qualified workforce. Hiring an apprentice can help you improve productivity and reduce staff turnover. The Apprenticeship programme can also be delivered to existing members of staff.

Fees

If you have less than 50 staff and the Apprentice is between 16-18 then the Apprenticeship will be fully funded, you will only need to pay for the Apprentice’s wages. If you choose to recruit an Apprentice who is 19 or above you will be required to pay 5% of the cost of the Apprenticeship (the government will fund 95%)

If you are a large employer with 50+ staff you will be required to fund 5% of the Apprenticeships costs regardless of the age of the learner.

Employers with a wage bill of over £3 million will pay the cost of the Apprenticeship through their Apprenticeship levy.
Benefits to an apprentice

As an apprentice you will work alongside experienced, skilled staff, you will gain job-specific skills and training, you will earn a wage and get holiday pay whilst you train. 

The Government is committed to ensuring that everyone is able to benefit from the life changing opportunities of an apprenticeship. Apprenticeships are opening the door to professions that used to only be an option for people with a traditional degree.

Course aim

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. The core responsibility will be to provide an exceptional service to customers which will be delivered from the workplace, digitally, or by visiting the customer.  These may 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 will provide service in line with the organisation’s customer service standards 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.
Course content
The apprentice will study the core knowledge, skills and behaviours as laid out in the delivery plan.

Example: Knowing your customers
- Understand who customers are
- Understand the difference between internal and external customers
- Understand the different needs and priorities of your customers and the best way to manage their expectations, recognising and knowing how to adapt style to be highly effective.
- Effective use of Interpersonal Skills
- Use range of questioning skills, including listening and responding in a way that builds rapport, determines customer needs and expectations and achieves positive engagement and delivery
- Developing yourself, effective teamwork and personal presentation in the workplace.
Course assessment
Benefits to employers

Hiring an apprentice is a productive and effective way for any organisation to grow talent and develop a motivated, skilled and qualified workforce. Hiring an apprentice can help you improve productivity and reduce staff turnover. The Apprenticeship programme can also be delivered to existing members of staff.

Fees

If you have less than 50 staff and the Apprentice is between 16-18 then the Apprenticeship will be fully funded, you will only need to pay for the Apprentice’s wages. If you choose to recruit an Apprentice who is 19 or above you will be required to pay 5% of the cost of the Apprenticeship (the government will fund 95%)

If you are a large employer with 50+ staff you will be required to fund 5% of the Apprenticeships costs regardless of the age of the learner.

Employers with a wage bill of over £3 million will pay the cost of the Apprenticeship through their Apprenticeship levy.
Benefits to an apprentice

As an apprentice you will work alongside experienced, skilled staff, you will gain job-specific skills and training, you will earn a wage and get holiday pay whilst you train. 

The Government is committed to ensuring that everyone is able to benefit from the life changing opportunities of an apprenticeship. Apprenticeships are opening the door to professions that used to only be an option for people with a traditional degree.

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Customer Service Practitioner Apprenticeship – Level 2

Course aim

Course content

Course assessment

Benefits to employers

Benefits to an apprentice

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