Customer Service Practitioner Level 2 Apprenticeship

Description

Throughout this course, you may be asked to complete your Maths and English Functional Skills if you have not already got a C grade+. Your job title to complete this course could be Customer Service Trainee, Assistant and Representative/Agent.

What will you learn
  • Highfield Level 2 Diploma in Customer Service Practitioner

    The Customer Service Practitioner Apprenticeship is offered to everyone who deals with Customers on a daily basis, whether that may be face to face or over the phone. Learners will work closely with their assessor to achieve this qualfication by completing coursework, having discussions on what they have learnt, their next steps and any guidance they might need and completing an end point assessment

  • Highfield Functional Skills Qualification in English at Level 1

    This qualification is designed for learners who wish to develop their skills in English to help them gain the most from work, education and everyday life.

  • Highfield Functional Skills Qualification in Mathematics at Level 1

    This qualification is designed for learners who wish to develop their skills in mathematics to help from work, education and everyday life.


Duration: 12 Months

Course Units

The aim of this unit is to develop your knowledge,  understanding and skills to deliver customer service in an organisation. You will learn how to treat customers as individuals and plan how to deliver a service. You will understand the relationship between the organisation brand and the customer and how this can affect the promises made to the customers.
This unit aims to develop the underpinning knowledge required to understand customers. Upon completion of this unit, learners will have developed an understanding of different types of customers and will also know the value of customers and their loyalty.
This unit aims to develop knowledge and understanding regarding the key principles of customer service. Upon completion of this unit, learners will have developed an understanding of customer service and how to deliver it effectively. Learners will also develop an awareness of how legal and ethical requirements relate to customer service and will understand the management of customer service information.
The aim of this unit is to develop your knowledge and understanding of the functions of different organisational structures. You will learn how to describe the difference between the types of employers and the internal and external influences of an organisation.
The aim of this unit is to develop your knowledge and skills to manage your own performance and development. You will learn how to identify your own development needs and research how these can be met. You will also learn how to review your performance and development with your line manager and complete tasks to an agreed timescale and quality standard.