Customer Service Practitioner Level 2

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.

Your actions will influence the customer experience and their satisfaction with your organisation.

You will demonstrate excellent customer service skills and behaviours as well as product and/or service knowledge when delivering to your customers.

You provide service in line with the organisation’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.

Understand who your customers are and the difference between internal and external customers.

Know the purpose of the business and what "brand promise" means and culture.

Know your appropriate legislation and regulatory requirements that affect your business.

Know how to use systems, equipment and technology to meet the needs of your customers.

Understand your role and responsibility within your.

Understand how establishing the facts enable you to create a customer focused experience.

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

Use a range of questioning skills, including listening and responding in a way that builds rapport, determines customer needs and expectations and achieves positive engagement and delivery.

Use appropriate verbal and non-verbal communication skills, along with summarising language during face-to-face communications; and/or

Use appropriate communication skills, along with reinforcement techniques (to confirm understanding) during non-facing customer interactions.

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

Be able to organise yourself, prioritise your own workload/activity and work to meet deadlines.

Demonstrate patience and calmness.

Adopts an approachable and friendly manner, interacting with customer in the styles of the business.

Takes an active interest in the range of products and services offered.

Works with integrity in an honest and trustworthy manor.

Demonstrates adaptability and flexibility in own performance

Shows an organised and committed approach, with a positive attitude.

Takes ownership and responsibility for own performance, is diligent and accurate.

Supports equality and diversity in the workplace.

Uses appropriate personal, protective equipment and operates machinery safety and effectively.