What is a Customer Service Practitioner?
Your actions will influence the customer experience and their satisfaction with your organisation. Youwill demonstrate excellent customer service skills and behaviours as well as product and/or serviceknowledge when delivering to your customers.You provide service in line with the organisation’s customer service standards and strategy andwithin appropriate regulatory requirements. Your customer interactions may cover a wide range ofsituations and can include; face-to-face, telephone, post, email, text and social media.
Work based learning will provide hands on experience and help to develop a broad range of skills and knowledge to meet your employer business needs, without the need to attend college.
What is the Apprenticeship Standard?
This is a new style of Apprenticeship. Standards are occupation-focused, they are not qualification-led.
The learning happens throughout the apprenticeship and the apprentice is assessed at the end.
They need to prove that they can carry out all aspects of their job. They develop transferable skills and gain credibility too.
The Apprentice will gather evidence from the workplace, which will be placed into an electronic portfolio. They will also study eLearning and eTesting modules as well as receiving high quality training from experienced Didac staff.
The role of a customer service practitioner is to deliver high quality products and services to the customers of their organisation. Your core 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. You may be the first point of contact and work in any sector or organisation type.
presentation - dress code and professional lanuage
open to feedback
dealing with customers
knowing your customers
regulations & legislation
products & services
Apprentices without Level 1 English and Maths must achieve this Level and take the test for Level 2 before taking the endpoint assessment
What is EPA?
Endpoint assessment (EPA) is an holistic and independent assessment, designed to test whether an apprentice has gained the skills, knowledge and behaviours outlined in the relevant standard, and it grades the apprentice according to their performance.
EPA must be carried out by an end point assessment organisation which is listed on the register of end point assessment organisations.
The minimum duration is one year before taking the end-point assessment.
National Delivery within the workplace