Customer Service Practitioner

What you Will Learn

• Understand customers, including internal and external customers, their needs, priorities and expectations
• Understand the organisation’s purpose, values, brand, policies, procedures and service standards
• Follow relevant legislation, regulations and organisational requirements when providing customer service
• Use appropriate systems, technology, equipment and measurement tools to meet customer needs and monitor service
• Understand your responsibilities, targets and the impact of your actions on customers and colleagues
• Build trust and create positive customer experiences by identifying needs and providing appropriate solutions
• Use effective questioning, listening, communication and tone to build rapport and understand customer requirements
• Explain options clearly, influence positively, manage expectations and handle conflict calmly and professionally
• Organise and prioritise your workload, meet deadlines, take ownership and provide the right solution first time
• Keep developing your skills, seek feedback, work collaboratively, treat customers fairly as individuals and represent the organisation professionally.