Level 2 Customer Service Practitioner
Earners of this badge have demonstrated competence as a Customer Service Practitioner based on the occupational standard published by IFATE. This includes applied knowledge of customer relationship management (CRM), principles and practice of customer service delivery and relevant regulations, such as consumer protection. Skills and behaviours demonstrated include communication, interpersonal skills, dealing with customer conflict and challenge, self-management, team working and professionalism.
- Type Validation
Skills
- Building Rapport
- Business & Customer Awareness
- Communication
- Consumer Protection
- Customer Focussed
- Customer Service Skills
- Dealing with Customer Challenge
- Influencing
- Interpersonal Skills
- Organisational Skills
- Personal Development Planning
- Product Knowledge
- Professionalism
- Resolving Customer Conflict
- Team Working
Earning Criteria
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Successfully met the requirements of the Customer Service Practitioner End-point Assessment delivered by Pearson as a registered EPAO. The End-point Assessment consists of an Apprentice Showcase, Practical Observation and Professional Discussion.
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Completed a minimum of 12 months learning and development to meet the knowledge, skills and behaviours in the Customer Service Practitioner occupational standard.
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Achieved at least Level 1 English and Maths qualifications.
Standards
Customer Service Practitioners deliver high quality products and services to the customers of their organisation. These may be one-off or routine contacts and include dealing with orders, payments, offering advice, guidance and support, sales, fixing problems, after care, service recovery or gaining insight through measuring customer satisfaction.