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 CUSTOMER SERVICE 

APPRENTICESHIPS

LEVEL 2
 CUSTOMER SERVICE PRACTITIONER 

 

Start date: Flexible

Typical duration: 15 Months

 

Great customer Service helps deliver an outstanding experience to your clients and stakeholders. This course is ideal for anyone in a customer-facing role, responsible for delivering high-quality service to internal and external customers.

The core responsibilities of a Customer Service Practitioner are based around; interacting with customers, providing excellent service while sharing information and knowledge about a specific product. This includes different types of communication such as; face-to-face, telephone, email, online messenger, social media or post.

Our Customer Service Practitioner Apprenticeship helps individuals to understand the importance of customer experience to the reputation of a business and the value they can add by delivering excellent standards of customer service.

A dedicated DBC Training development coach uses a combination of physical and virtual coaching for a truly blended learning experience.

Download Apprenticeship Overview

MONTH 1

Introduction to the programme, setting out expectations

MONTH 2

Understanding your organisation

MONTH 3

Product and service knowledge

MONTH 4

Regulations and legislation affecting customer service

MONTH 5

Developing self, roles and responsibilities

MONTH 6

Dealing with customer conflict and challenge

MONTH 7

Knowing your customers and customer experience

MONTH 8

Interpersonal skills and communication

MONTH 9

Mock observation

MONTH 10

Portfolio evidence selection and development

MONTH 11

EPA preparation

MONTH 12

EPA Gateway

MONTHS 12-15

END-POINT ASSESSMENT

Knowledge and behaviours test, practical assessment, portfolio of evidence