Course description
Customer Service Practitioner Apprenticeship
Customer service practitioners are hugely influential in the delivery of a good customer experience and satisfaction. You will show excellent customer service skills and behaviours as well as strong product knowledge.
They provide excellent customer service standards and understand regulatory requirements. They assist customers either face-to-face, by phone, post, email, text and through social media.
Upcoming start dates
Outcome / Qualification etc.
Knowledge
- Knowing Customers
- Organisational Understanding
- Regulations and Legislation
- Systems and Resources
- Roles and Responsibilities
- Customer Experience
- Products and Services
Skills
- Interpersonal Skills
- Communication
- Influencing Skills
- Personal Organisation
- Dealing with Customer Conflict and Challenge
Behaviours
- Developing Self
- Being Open to Feedback
- Teamwork
- Equality
- Personal Presentation
- Right First Time
Training Course Content
- Off-the-job training logged
- Showcase Portfolio - Developed onprogramme
- Level 1 or Level 2 Functional Skills Maths - if required
- Level 1 or Level 2 Functional Skills
- English - if required
Course delivery details
Showcase Portfolio - 65% of Overall Grade
- The showcase portfolio is compiled on-programme and is submitted at Gateway
- The showcase portfolio enables apprentices to reflect and present examples of their development over the whole apprenticeship
- The showcase portfolio evidence will include elements such as work based evidence, including: customer feedback, recordings, manager statements, and witness statements - it will also include evidence from others, such as mid-and-end of year performance reviews, and feedback
Practical Observation - 20% of Overall Grade
- The practical observation will be pre-planned and scheduled to when the apprentice will be in their normal place of work and will be carried out by the Independent Assessor
- The observation should enable the apprentice to evidence their skills, knowledge, and behaviour from across the standard to demonstrate genuine and demanding work objectives
- Each situation within the observation will be different, and examples are, handling a general enquiry, dealing with a customer complaint or a need for further information or detail, but it is mandatory that the observation covers as a minimum: presentation, equality, interpersonal skills, communication, and personal organisation
- Those areas of the standard which are not able to be evidenced during the observation will be discussed subsequently as part of the professional discussion with the independent assessor
Professional Discussion - 15% of Overall Grade
- The professional discussion will be a structured discussion between the apprentice and the Independent Assessor,
- following the observation, to establish the apprentice’s understanding and application of knowledge, skills, and behaviours
- The professional discussion will need to take place in a suitable environment and the typical duration is a minimum of 60 minutes
- It will be appropriately structured to draw out the best of the apprentice’s energy, enthusiasm, competence, and excellence
Why choose CT Skills
The average completion rate throughout other training providers sat at 51%. However, we achieved over 10% higher sitting at 61.8%!
94% of our learners would recommend CT Skills.
We are graded ‘Good’ by Ofsted and were also graded 4 stars out of 4 (Excellent) by our employer partners on the government’s Find Apprenticeship Training website in 2022!
Continuing Studies
- Customer Service Trainee
- Customer Service Advisor
- Customer Service Assistant
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CT Skills
Here at CT Skills, we work with the Department for Education to provide nationally recognised qualifications that meet the needs of you, your company, and your industry. We are graded ‘Good’ by Ofsted and are an official apprenticeship provider for...