Level 2 Customer Service Practitioner Apprenticeship

Level 2 Customer Service Practitioner Apprenticeship

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  • Course Overview
  • Entry Requirements

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

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

Entry Requirements:
GCSEs in Maths and English at grade C/4 or above, or equivalent

Course Summary

Length of study:
15 months

Starting:
Anytime

Course level:
Level 2

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Programme Ref: COV_APP_1472 Last updated: August 10, 2020 1:42 pm