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Customer Service Practitioner Level 2 Apprenticeship

Management training courses designed around your EXACT REQUIREMENTS
and the business outcomes that you want to achieve

Customer Service Practitioner
Level 2 Apprenticeship

Deliver superior customer service to your internal and external customers
 

Select from Workshops, Virtual, Coaching or Self-Study

If your people need to deliver a high level of customer service then this programme will be for them.

The purpose of this programme is to provide your people with the knowledge, skills and behaviours so they can influence the customer experience and their satisfaction with your organisation.

This could include routine contacts with your customers as well as 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.

Our programmes are not chalk and talk! We can customise the style, the format and the delivery of the programme to suit your organisation – it will be a complete bespoke solution so your learners and organisation achieve real, tangible benefits from it.

Some of our employers prefer face to face workshops, others prefer virtual sessions and some prefer the programme to be delivered as action learning sets. You can combine all three or add virtual coaching, self-study and online learning into the mix!

We’ll work with you to determine what is best for you.

This programme is fully customisable.

Make an Enquiry

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What Will Your Employees Improve?

Knowledge

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  • Knowing your customers
  • Understanding the organisation
  • Meeting regulations and legislation
  • Systems and resources
  • Your role and responsibility
  • Customer experience
  • Product and service knowledge

Skills

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  • Interpersonal skills
  • Communication
  • Influencing skills
  • Personal organisation
  • Dealing with customer conflict and challenge

Behaviours

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  • Developing self
  • Open to feedback
  • Team working
  • Customer equality
  • Personal presentation
  • “Right first time”


Programme
Delivery Options

We’ll use a mix that works for your organisation


Face to Face Masterclasses

Virtual Masterclasses

Digital Learning

Virtual Coaching

Action Learning Sets

Self Study

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CUSTOMISED & UNIQUE

Developing Your Programme

Key to the success of your apprenticeship programme will be for our team to work in partnership with you to develop your programme so that it reflects your mission, values and behaviours, harnesses core working practices, terminology and that it is relevant to each and every learner and their role.

Working in partnership with our curriculum experts we will develop a programme that is unique to your organisation and your learners.

The programme will be designed around your exact requirements to ensure that you receive real, tangible outcomes that can be evidenced in the workplace – whether that’s in a physical office or if your learners work from home.

Below is some further information about the Customer Service Practitioner Level 2 programme.


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BLENDED APPROACH

Programme Structure

This programme has been designed in a way that will maximise the performance of each learner. Learning the theory of a topic is great but it’s what the learner does to embed the learning and actually use it, that matters most.

All learning is reinforced with ongoing coaching, online resources and off-the-job activity to bring it all to life.

Each part of the programme supports the learner to apply their knowledge and skills via INTENT – IMPLEMENT – IMPACT.

  • What did they plan to change?
  • What did they change and how?
  • What impact did it make?

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Onboarding & Induction
Initial workshop and event about the programme and how to get a high grade.

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Practical Learning Events
Practical and engaging. Can be classroom based or delivered virtually. Run by best in class trainers.

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Digital Learning
To take in-between masterclasses and to help embed the learning. Self-study and in the flow of work resources.

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Ongoing Reviews
Held between the learner, employer and skills coach to monitor progress and to make any adjustments.

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End Point Assessment
End of programme assessment. Consists of activities like observations, evidence, tests and discussions.

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Skills Individual Learning Plan
Creation of a pre-programme learning and development plan. Includes goal setting and actions.

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Regular Coaching Sessions
One to one development with a designated skills coach. Covers skills and an assessment progress review.

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Off-The-Job Training
20% of the learner’s total working hours is used for “off-the-job” learning and development activities.

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Support & Help
Our designated skills coaches will always be on hand to help your learners all throughout the programme.

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Apprenticeship
Learners gain a pass, merit or distinction from their end point assessment based on their results.


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PRACTICAL & ENGAGING LEARNING

Tailored Blended Learning Programmes

Our programmes have been structured in a way so we can design and deliver them in a format to suit your exact requirements and ways of working.

Whether you have 1 learner or a group of 10, we can create a practical and engaging programme using a various mix of blended learning approaches.

Below are some core content outcomes for each of the main areas of the programme. We will work with you upfront to decide which delivery method and approach will be right for your learners.


Core Content
Outcomes

Select from workshops, virtual, coaching or self-study options

No minimum numbers for cohorts. The minimum is 1!

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Learning Styles

  • Informal and formal learning
  • Learning styles models
  • Learning agility

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Knowing Your Customers

  • Understand who customers are.
  • Understand the difference between internal and external customers.
  • Understand the different needs and priorities of your customers.

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Understanding The Organisation

  • Know the purpose of the business and what ‘brand promise’ means.
  • Know your organisation’s core values and how they link to the service culture.
  • Know the internal policies and procedures.

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Communication & Interpersonal Skills

  • Use appropriate communication skills, along with reinforcement techniques during non-facing customer interactions.
  • Use a range of questioning skills, including listening and responding in a way that builds rapport.

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Customer Experience

  • Customer Experience
  • Understand how establishing the facts enable you to create a customer focused experience and appropriate response.
  • Understand how to build trust with a customer and why this is important.

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Your Role & Responsibility

  • Understand your role and responsibility within your organisation and the impact of your actions on others.
  • Know the targets and goals you need to deliver against

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Personal Organisation

  • Organising yourself
  • Prioritising workload.
  • Working to meet deadlines.

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Product & Service Knowledge

  • Understand the products or services that are available from your organisation and keep up-to-date.

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Systems & Resources

  • Know how to use systems, equipment and technology to meet the needs of your customers.
  • Understand types of measurement and evaluation tools available to monitor customer service levels.

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Influencing Skills

  • Provide clear explanations and offer options in order to help customers make choices that are mutually beneficial to both the customer and your organisation.

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Dealing With Customer Conflict & Challenge

  • Show you understand the customers point of view.
  • Use appropriate signposting or resolution to meet your customers’ needs and manage expectations.

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Meeting Regulations & Legislation

  • Know the appropriate legislation and regulatory requirements that effect your business.
  • Know your responsibility in relation to this and how to apply it when delivering service.


Programme Details

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Length Of
Programme

 

We’ll create a development schedule that aligns with your business requirements and availability of your people. Typically this programme takes 12 months to complete.

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Entry
Requirements

 

Learners will be required to have or achieve level 1 English and Maths and to have taken level 2 English and Maths tests prior to completion of their Apprenticeship.

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Need Maths &
English Support?

 

Learners will be supported to develop and improve their English and maths skills prior to sitting their Functional Skills exams by our specialist functional skills trainers.

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Developing Knowledge,
Skills & Behaviours

 

Achieved through a programme of masterclass workshops, tasks, activities and research. The masterclasses can be delivered face to face or online delivered by our specialist trainers.

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Personalised Skills
Coaching & Support

 

Learners will be required to demonstrate their skills, knowledge and behaviours in the work setting. This activity will be supported by one of our experienced skills coaches.

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End Point
Assessment

 

Throughout their apprenticeship journey, learners will be given support to develop their understanding and approach to completing their end point assessment.

Make an Enquiry

Programme Brochure

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Download Now

Apprenticeship Programmes
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View our existing training programmes and those we have in the pipeline.

Funding & Incentives
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Understand the funding available for levy and non-levy employers.

Training Needs Analysis
Training Needs Analysis

Find out how to run a TNA within your organisation to identify skills gaps.


Get In Touch!

If you have got some training requirements in mind please call us on 0333 320 2883 or complete the online form below and tell us about what they are and we’ll get back to you with some options and costs.