Customer Service Practioner - Level 2 Standard
Content
Knowledge
Knowing your customers |
Understand who customers are. |
Understand the difference between internal and external customers. |
Understand the different needs and priorities of your customers and the best way to manage their expectations, recognising and knowing how to adapt style to be highly effective. |
Understanding the organisation |
Know the purpose of the business and what ‘brand promise' means. |
Know your organisation’s core values and how they link to the service culture. |
Know the internal policies and procedures, including any complaints processes and digital media policies that are relevant to you and your organisation. |
Meeting regulations and legislation |
Know the appropriate legislation and regulatory requirements that affect your business. |
Know your responsibility in relation to this and how to apply it when delivering service. |
Systems and resources |
Know how to use systems, equipment and technology to meet the needs of your customers. |
Understand types of measurement and evaluation tools available to monitor customer service levels. |
Your role and responsibility |
Understand your role and responsibility within your organisation and the impact of your actions on others. |
Know the targets and goals you need to deliver against. |
Customer experience |
Understand how establishing the facts enable you to create a customer focused experience and appropriate response. |
Understand how to build trust with a customer and why this is important. |
Product and service knowledge |
Understand the products or services that are available from your organisation and keep up-to-date. |
Skills
Interpersonal skills |
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. |
Communication |
Depending on your job role and work environment:
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. |
Use an appropriate ‘tone of voice’ in all communications, including written and digital, that reflect the organisation’s brand. |
Influencing skills |
Provide clear explanations and offer options in order to help customers make choices that are mutually beneficial to both the customer and your organisation. |
Personal organisation |
Be able to organise yourself, prioritise your own workload/activity and work to meet deadlines. |
Dealing with customer conflict and challenge |
Demonstrate patience and calmness. |
Show you understand the customer’s point of view. |
Use appropriate sign-posting or resolution to meet your customers needs and manage expectations. |
Maintain informative communication during service recovery. |
Behaviours
Developing Self |
Take ownership for keeping your service knowledge and skills up-to-date. |
Consider personal goals and propose development that would help achieve them. |
Being open to feedback |
Act on and seek feedback from others to develop or maintain personal service skills and knowledge. |
Team working |
Frequently and consistently communicate and work with others in the interest of helping customers efficiently. |
Share personal learning and case studies with others, presenting recommendations, and improvement to support good practice. |
Equality – treating all customers as individuals |
Treat customers as individuals to provide a personalised customer service experience. |
Uphold the organisations core values and service culture through your actions. |
Presentation – dress code, professional language |
Demonstrate personal pride in the job through appropriate dress and positive and confident language. |
“Right first time” |
Use communication behaviours that establish clearly what each customer requires and manage their expectations. |
Take ownership from the first contact and then take responsibility for fulfilling your promise. |