CUSTOMER SERVICE
APPRENTICESHIPS
LEVEL 2
CUSTOMER SERVICE PRACTITIONER
Start date: Flexible
Typical duration: 14 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.
MODULE 1
Introduction to the programme, setting out expectations
MODULE 2
Understanding your organisation
MODULE 3
Product and service knowledge
MODULE 4
Regulations and legislation affecting customer service
MODULE 5
Developing self, roles and responsibilities
MODULE 6
Dealing with customer conflict and challenge
MODULE 7
Knowing your customers and customer experience
MODULE 8
Interpersonal skills and communication
MODULE 9
Mock observation
MODULE 10
Portfolio evidence selection and development
MODULE 11
EPA preparation
MODULE 12
EPA Gateway
END-POINT ASSESSMENT
Knowledge and behaviours test, practical assessment, portfolio of evidence