The role of a customer service practitioner is to deliver high quality products and services to the customers of their organisation.
Your core responsibility will be to provide a high-quality service to customers which will be delivered from the workplace, digitally, or through going out into the customer?s own locality.
These may be one-off or routine contacts and include dealing with orders, payments, offering advice, guidance and support, meet-and-greet, sales, fixing problems, after care, service recovery or gaining insight through measuring customer satisfaction. You may be the first point of contact and work in any sector or organisation type.
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What will I study?
Knowledge: ? Knowing your customers ? Understanding the organisation ? Meeting regulations and legislation ? Systems and resources ? Your role and responsibility ? Customer experience ? Product and service
Skills: ? Interpersonal skills - 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 ? Communication - Use appropriate verbal and non-verbal communication skills, along with summarising language during face-to-face communications and non-facing customers ? Influencing skills - Provide clear explanations and offer options to help customers make choices that are mutually beneficial to both the customer and your organisation ? Personal organisation - Be able to organise yourself, prioritise your own workload/activity and work to meet deadlines ? Dealing with customer conflict and challenge -Use appropriate signposting or resolution to meet your customers? needs and manage expectations.
Behaviours: ? Developing self - Take ownership for keeping your service knowledge and skills up to date ? Being open to feedback - Act on and seek feedback from others to develop or maintain personal service skills and knowledge ? Team working - Frequently and consistently communicate and work with others in the interest of helping customers efficiently? Equality ? treating all customers as individuals to provide a personalised customer service experience ? Presentation ? dress code, professional language ? ?Right first time? - Use communication behaviours that establish clearly what each customer requires and manage their expectations.
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Who is this course for?
This course is ideal if you have an interest in customer service and are working in a customer Service role.
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How is the course assessed?
? Practical observation (in the workplace) with questions ? Professional discussion based on a portfolio of evidence, (showcase).
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General info
All materials needed for the course are fully provided by Northampton College.
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Progression and Career Opportunities
The customer service role may be a gateway to further career opportunities, such as Business Administrator Level 3, or Customer Specialist Level 3, depending on GCSE grades and experience.
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Entry Requirements for new students
Level 2 apprenticeship - Math's and English GCSE grade 3-9 (or equivalent) required
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Admissions Process
There is no set start date for this apprenticeship. However, there are two ways become an apprentice at Northampton College:
- If you have secured employment with the view of becoming an apprentice, or if you are already employed and would like to join an Apprenticeship programme, please get in touch with us on 01604 734323 or email business.centre@northamptoncollege.ac.uk to register your interest.
- If you don?t have a job yet, you can view all our apprenticeship vacancies through the National Apprenticeship Service (NAS). Each of these job openings are with trusted employers who are looking for an apprentice to join their team. You can click the button below to look through what?s currently on offer. Once you?ve found a vacancy you?re interested in, you will be taken to the National Apprenticeship Service website to begin your application for the role. In either case, we will support both you and your employer to ensure this is the right course for you.
