A Customer Service Practitioner Apprentice will gain knowledge and skills such as learn:

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• Who the customers are and the difference between internal and external customers.

• How to answer customer support messages via telephone or Web.

• How to build trust with customers and why this is important.

• How to 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.

• How to accurately record and log customer interactions.

• How to retrieve this information to create reports for management.

• To understand different types of measurement and evaluation tools available to monitor customer service levels.

• How to keep sensitive information and financial records private and confidential.

• Understand the internal policies and procedures, including any complaints processes and digital media policies that are relevant to you and your organisation.

• How to address customer questions about new products and services.

• How to give feedback to help improve customer service culture, response times and improve staff experience.

• Your organisation’s core values and how they link to the service culture.

• How to contribute to bottom lines sales by increasing customer satisfaction.