Skills Analysis - Customer Service Practitioner Level 2
Introduction: Analysing your existing customer service abilities
We will use this Skills Analysis to help shape your planned programme and identify areas where we can offer additional support or apply an amended programme. Where you have pre-existing skills we will stretch and challenge to further develop your abilities with the overall objective of completing the programme at a distinction level.
If English is not your first language and you are having difficulties understanding the questions, feel free to use a translating tool such as Google Translate (here)
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. 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.
