Our Level 2 Customer Service Practitioner programme is designed to equip employees with the skills to deliver a high-quality customer experience, in line with a business’s brand promise and improving the customer satisfaction.
This programme will provide the training to develop excellent interpersonal, communication and influencing skills to help customers make choices that are mutually beneficial to them and the business. In addition, personal organisation, presentation, self-development and team working will be key areas developed to drive quality and consistency through the service given to customers.
Personal Development Plan
The initial workshop is designed to help employees identify goals through a skills gap analysis and propose a training plan to help them achieve their personal and professional development requirements.
Business Knowledge & Understanding
Your employee will deepen their understanding on your organisations brand promise and core values and reflect how they can demonstrate these within their job role and service culture.
Delivering against your targets
This workshop is designed to analyse their role, responsibilities and targets and understand the impact of their actions on others.
Customer Journey Knowledge
In this workshop, employees will identify who their internal and external customers are and learn the importance of keeping their knowledge of your organisations products and services up-to-date.
Providing a Positive Customer
For this, employees will learn how to establish facts to enable them to create a customer focused experience and appropriate response, building customer trust.
Business systems and resources
By taking part in this workshop, employees will identify the appropriate legislation and regulatory requirements that affect your business, and the systems, equipment and technology used to meet the needs of your customers.
Learning & Assessment
We will monitor the required off-the-job training that must amount to 20% of your contracted employment hours across the whole programme. The Individual Learning Plan will be adapted to meet the learning and development requirements of the Apprentice, their job role and their organisation’s training strategy. This will then culminate with an end-point assessment, consisting of:
The Showcase enables learners to reflect and present examples of their development from selected evidence from the portfolio collated over the whole programme. This can be delivered through a presentation, written report, journal etc.
The practical observation will be pre-planned and scheduled for when the learner will be in their normal place of work and will be carried out by an Independent Assessor.
This will be a structured discussion between the Apprentice and the Independent Assessor to draw out the best of their energy, enthusiasm, competence and excellence.
Become an Apprentice
Are you eligible?
To be accepted into the 3aaa Apprenticeships’ applicant pool, you must hold 4 GCSEs (graded A* to C or 9 to 5) or equivalent.
This must include English and Maths and you must demonstrate a proven passion within the customer service industry.
Typical Job roles
Customer Service Assistant
Customer Service Administrator
Customer Service Trainee
Customer Service Advisor
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