The role of a customer service practitioner is to deliver high quality products and services to the customers of their organisation, either from the workplace, digitally, or through going out into the customer’s own site. Often the first point of contact and working in any sector or organisation type, their actions influence the customer experience and satisfaction in the organisation.
The customer service practitioner demonstrates excellent customer service skills and behaviours as well as product and/or service knowledge when delivering to customers. Interactions may cover a wide range of situations including face-to-face, telephone, post, email, text and social media.
Potential Job Roles
A customer service practitioner can work in a variety of different environments, including:
- Receptionist
- Shop Assistant
- Retail outlet
- Customer service-based administrator
- Animal based businesses such as dog groomers or a zoo
Course Content
The Customer Service Practitioner Standard comprises of three main sections of knowledge, skills and behaviours. Some examples of the types of activities undertaken are below.
- Use of a range of questioning skills
- Use appropriate verbal and non-verbal communication skills
- Offer product and/or service options to customers in a logical and reasoned manner
- Prioritise and plan the completion of tasks to meet delivery deadlines
- Dealing with customer conflict and challenge
- Act on and seek feedback from others to develop or maintain personal service skills and knowledge.
- Recognise and respond to individual needs to provide a personalised customer service experience.
For further information on course content click here.
Delivery Method
The Customer Service Practitioner will be delivered remotely through systems like Microsoft Teams. There is always help and support available by both telephone and email. There is the opportunity for some face-to-face visits, depending on the situation. The apprenticeship will finish with an End Point Assessment (EPA) assessed by an Independent External Assessor (IEPA). The EPA is sector specific and may involve practical assessments, written tests, professional discussions and review of evidence.
Expected Duration
Between 14 and 17 months.