Customer Service Practitioner
Level 3 Advanced Apprenticeship in Customer Service
Coming soon …….. Customer Service Specialist
The role of a customer service practitioner is to deliver high quality products and services to the customers of their organisation. 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. Your customer interactions may cover a wide range of situations and can include: face-to-face, telephone, post, email, text and social media. You will need to show:
Knowledge – for example: who are your customers, what is your role and responsibility within the organisation and how to build trust with a customer.
Skills – for example: questioning, verbal and non-verbal communication, organisation, patience, calmness and showing that you understand the customer’s point of view.
Behaviours – for example: taking ownership, acting on and seeking feedback, demonstrating personal pride and treating customers as individuals.
At the advanced apprenticeship level, dedicated customer service job roles will include Customer Relationship Manager, Customer Support Officer, Customer Service Team Leader, Customer Service Supervisory and Customer Service Co-ordinator.
Skills learnt could involve improving customer satisfaction, team leading, improving customer loyalty, gathering and analysing customer feedback, processing complaints and maintaining reliable customer service.