Customer Service Practioner Level 2 Standard & Customer Service Specialist Level 3 Standard
Employers recognise the key role customer-facing staff play in determining the quality of the customer experience and increasing customer loyalty. In an increasingly service-led economy, customer demand for better and more individualised service is set to continue to increase. Therefore there is a need to raise customer service standards and increase the supply of people with customer service skills.
Employers across all sectors, regardsless of whether their main business is customer service, if they wish to train staff to undertake customer service as part of their job role, need to upskill their current workforce and recruit new staff. Customer Service Apprenticeships have a major role to play in this by helping employers address the skills gaps and shortages that they are experiencing, and by providing a vehicle for introducing and raising customer servive skills in the workplace.
Customer Service Practiioner
The role of a Customer Service Practitioner is to deliver high quality products and services to the customers of their organisation. The responsibility will be to provide a high quality service to customers which will be delivered from the workplace, digitally, or through going out into the customer’s own locality. These may be one-off or routine contacts and include dealing with orders, payments, offering advice, guidance and support, meet-and-greet, sales, fixing problems, after care, service recovery or gaining insight through measuring customer satisfaction. The Apprentice may be the first point of contact and work in any sector or organisation type.
Apprentices’ actions will influence the customer experience and their satisfaction with their organisation. They will demonstrate excellent customer service skills and behaviours as well as product and/or service knowledge when delivering to customers. They will provide service in line with the organisation’s customer service standards and strategy and within appropriate regulatory requirements. Customer interactions may cover a wide range of situations and can include; face-to-face, telephone, email, text and social media.
Customer Service Specialist
The main purpose of a Customer Service Specialist is to be a ‘professional’ for direct customer support within all sectors and organisation types. You are an advocate of Customer Service who acts as a referral point for dealing with more complex or technical customer requests, complaints, and queries. You are often an escalation point for complicated or ongoing customer problems. As an expert in your organisation’s products and/or services, you share knowledge with your wider team and colleagues. You gather and analyse data and customer information that influences change and improvements in service. Utilising both organisational and generic IT systems to carry out your role with an awareness of other digital technologies.
This could be in many types of environment including contact centres, retail, webchat, service industry or any customer service point.