Apprenticeship (Level 2) - Customer service practitioner


London South East Colleges
What you will study:
Knowledge
- Understand who customers are
- Understand the difference between internal and external customers
- Know the purpose of the business and what "brand promise" means
- Know your organisation’s core values and how they link to the culture
- Know the appropriate legislation and regulatory requirements that affect your business
- Know your responsibility and how to apply it when delivering service
Skills
- Demonstrate patience and calmness
- Show you understand the customer’s point of view
- Use appropriate sign-posting or resolution to meet your customer’s needs and manage expectations
- Maintain informative communication during service recovery
Behaviours
- Treat customers as individuals to provide personalised customer service
- Uphold the organisation’s core values and service culture
- Demonstrate patience and calmness
- Show you understand the customer’s point of view
- Use appropriate sign-posting or resolution to meet your customer’s needs and manage expectations
- Maintain informative communication during service recovery
This course is for 16-18 year olds.
Eligibility requirements
- Maths and English GCSE grades 9 - 3; A* - E
- Functional skills entry level 3 or initial assessment results at entry level 3
- Individuals requiring additional support are required to participate in an intensive week programme; otherwise, are mandated to attend weekly sessions

London South East Colleges
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