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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
 

Apprenticeship Programme Overview

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

The purpose of this apprenticeship 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.

The apprentice will provide service in line with the organisation’s customer service standards and strategy and within appropriate regulatory requirements.

The apprentice’s customer interactions may cover a wide range of situations and can include; face-to-face, telephone, post, email, text and social media.

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”


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CUSTOMISED & UNIQUE

Developing Your Programme

Key to the success of your apprenticeship programme will be for MTD 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 wherever possible aligns to or embeds in house training opportunities.

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

The programme will be designed around your exact requirements to ensure that you receive real, tangible outcomes that can be evidenced in the workplace.

Below is some further information about the entry criteria and structure of the Customer Service Practitioner Level 2 programme.


Programme Details

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Length Of
Programme

 

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

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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

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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?
Icon 6 Masterclasses
Onboarding & Induction
Initial workshop and event about the programme and how to get a high grade.

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5 x 1-Day Masterclasses
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

Programme of 5 x 1-Day Masterclasses

Our masterclasses are facilitated by best in class trainers for each topic. Content, activities, tasks, exercises and discussions are covered before, during and after each session to bring the learning to life.

  • Knowing Your Customer and Understanding the Organisation
  • Product and Service Knowledge and your Role and Responsibility
  • The Art of Communication and Interpersonal Skills
  • Meeting Regulations and Legislation
  • Systems and Resources
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Masterclass 1
Knowing Your Customer and Understanding the Organisation

The following topics will be covered before, during and after each masterclass and as part of the off-the-job learning:

  • Understanding who your customers are
  • Differences between internal and external customers
  • Understanding the different needs and priorities of your customers
  • Managing customer expectations
  • Establishing the facts to enable you to create a customer focused experience
  • Why is trust important and how to build it with your customers
  • The purpose of your business and your brand promise
  • Linking your core values to your service culture
TickSpecialist Trainer TickEngaging TickPractical Tick Customised TickFace to Face or Virtual
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Masterclass 2
Product and Service Knowledge and your Role and Responsibility

The following topics will be covered before, during and after each masterclass and as part of the off-the-job learning:

  • Understanding what you offer and how you offer it
  • How to keep up to date with your products and services
  • Exploring the value of your role within the organisation
  • Understanding your responsibilities in terms of customer service
  • Understanding the impact of your actions on others
  • Recognising the targets and goals you need to deliver against
TickSpecialist Trainer TickEngaging TickPractical Tick Customised TickFace to Face or Virtual
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Masterclass 3
The Art of Communication and Interpersonal Skills

The following topics will be covered before, during and after each masterclass and as part of the off-the-job learning:

  • Exploring what effective communication actually means
  • Verbal and non-verbal communication skills
  • Creating a brand related ‘tone of voice” in all communications
  • Developing your questioning and listening skills
  • How to determine customer needs and expectations
  • How to build effortless rapport
  • Creating a positive engagement and delivery with your customers
  • How to handle challenging conversations and conflict
TickSpecialist Trainer TickEngaging TickPractical Tick Customised TickFace to Face or Virtual
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Masterclass 4
Meeting Regulations and Legislation

The following topics will be covered before, during and after each masterclass and as part of the off-the-job learning:

  • Understanding appropriate legislation and regulatory requirements
  • Health and safety requirements
  • Equality and diversity requirements
  • Understanding your responsibilities when dealing with customers
  • Appreciating what internal policies and procedures you have internally
  • Customer service policies and procedures
  • Understanding your complaints and digital media policies
  • GDPR that is relevant to your role and organisation
TickSpecialist Trainer TickEngaging TickPractical Tick Customised TickFace to Face or Virtual
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Masterclass 5
Systems and Resources

The following topics will be covered before, during and after each masterclass and as part of the off-the-job learning:

  • Understanding the systems and resources available to support the customer experience
  • How to use systems, equipment and technology to meet the needs of your customers
  • Understand and test types of measurement and evaluation tools available to monitor customer service levels
  • The 360 degree customer experience and how to measure it
  • How to use data and outcomes to improve the customer experience
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Programme Brochure

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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.