Providing customer service products and services for businesses and other organizations including face-to-face, telephone, digital and written contact and communications.
Occupational Profile
The role of a customer service practitioner is to deliver high quality products and services to the customers of their organization. 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 organization type.
Your actions will influence the customer experience and their satisfaction with your organization. You will demonstrate excellent customer service skills and behaviors as well as product and/or service knowledge when delivering to your customers. You provide service in line with the organization’s customer service standards and strategy and within appropriate regulatory requirements. Your customer interactions may cover a wide range of situations and can include; face-to-face, telephone, post, email, text and social media.
Summary of standard
https://www.instituteforapprenticeships.org/apprenticeship-standards/customer-service-practitioner/
Full standard
https://www.instituteforapprenticeships.org/media/1166/customer_service_practitioner.pdf
