Level 2
Customer Service Practitioner, Apprenticeship
Level 2
Customer Service Practitioner, Apprenticeship
This apprenticeship is designed to provide you with the necessary skills and knowledge to excel in the field of customer service. You will learn how to effectively communicate with customers, resolve issues, and provide exceptional service. You will gain an understanding of customer needs and expectations, learning how to handle various situations and deliver solutions.
Show more...WHAT DOES THIS COURSE INVOLVE
You will spend most of your week working in a customer service role – providing a high-quality service in the workplace, digitally, or in the customers’ localities. You will also come to college occasionally to build on your work-based learning.
This Level 2 Customer Service Apprenticeship covers a range of topics, such as delivering reliable customer service, resolving customer service problems, and developing personal performance.
As part of the programme, you will undertake the new retail team leader apprenticeship standard and work towards developing your skills and knowledge in preparation for the end-point assessment.
Skills an apprentice will learn:
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Use a 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.
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Depending on your job role and work environment:
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Use appropriate verbal and non-verbal communication skills, along with summarising language during face-to-face communications; and/or
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Use appropriate communication skills, along with reinforcement techniques (to confirm understanding) during non-facing customer interactions.
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Use an appropriate ‘tone of voice’ in all communications, including written and digital, that reflect the organisation’s brand.
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Provide clear explanations and offer options in order to help customers make choices that are mutually beneficial to both the customer and your organisation.
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Be able to organise yourself, prioritise your own workload/activity and work to meet deadlines.
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Demonstrate patience and calmness.
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Show you understand the customer’s point of view.
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Use appropriate sign-posting or resolution to meet your customers needs and manage expectations.
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Maintain informative communication during service recovery.
ASSESSMENT METHOD
We’ll assess your practical skills and workplace performance. Your personal assessor will also visit you at work to review your progress towards the qualifications. The end-point assessment will consist of three elements – apprentice showcase, practical observation, and professional discussion.
All assessments need to be passed and each will directly assess the knowledge, skills and behaviours of the apprenticeship standard.
FUTURE OPPORTUNITIES
After this programme, you could progress to an advanced apprenticeship in customer service or a Level 3 business-related programme.
ENTRY REQUIREMENTS
You don’t need any formal qualifications to enrol on this apprenticeship, but you will be assessed to ensure you can complete the English and maths qualification to at least Level 1. To be an apprentice, you will need to find a suitable employer. Click here for advice: How to Apply for an Apprenticeship | Weston College
WHAT DO I DO NEXT?
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Ready to apply – please use the ‘apply now’ button at the top of this page.
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I’d like to visit and see the facilities and chat to staff – see when our next open event is here: EVENTS | Weston College
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I have a quick question – use our Live Chat facility on the bottom right of this page.
Full Fee: £0.00 ?
Supported Fee: £0.00
Most people qualify for FREE tuition and material fees due to discounts we offer. Click on the icon(s) below to find out what you’ll need to pay.
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