The comprehensive programme provides you with an exciting and challenging opportunity to achieve formal qualifications through extensive training, while in full-time employment.
The role of a customer service practitioner is to deliver high quality products and services to the customers of their organisation. Your core responsibility will be to provide a high quality service to customers which will be delivered from the workplace, digitally, or through going out into the customer’s own locality.
Your customer interactions may cover a wide range of situations and can include; face-to-face, telephone, post, email, text and social media.
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 theorganisation
* 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
* Meeting regulationsand 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
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