As a Customer Service Practitioner you will be responsible for delivering high quality products and services to customers. This qualification is suitable for those in a Customer Service environment or those who interact on a regular basis with external and internal clients and have some level of responsibility.

Subjects you may cover:

• Understand who your customers are.
• Understand the difference between internal and external customers
• Understand the different needs of customers and how to manage their expectations
• Understand the meaning of ‘brand promise’
• Have a knowledge and understanding of organisation’s core values and how they link to service culture.
• Know and understand the internal policies and procedures including complains processes, and policies that are relevant to your organisation
• Making customer service personal
• Understanding how to use systems, equipment and technology to meet the needs of customers.
• Knowledge and an understanding of the targets and goals you are expected to deliver against
• Establish the facts to enable a customer focused experience and appropriate response
• Dealing with customers in writing or using ICT systems
• Using customer service as a competitive tool
• Applying risk assessment to customer service
• Gathering, analysing and interpreting customer feedback
• Supporting good practice