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.
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What will I study?
Knowledge:
- Knowing your customers
- Understanding the organisation
- Meeting regulations and legislation
- Systems and resources
- Your role and responsibility
- Customer experience
- Product and service
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 - Use appropriate verbal and non-verbal communication skills, along with summarising language during face-to-face communications and non-facing customers
- Influencing skills - Provide clear explanations and offer options 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 -Use appropriate signposting or resolution to meet your customers' needs and manage expectations.
Behaviours:
- Developing self - Take ownership for keeping your service knowledge and skills up to date
- 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- Equality - treating all customers as individuals to provide a personalised customer service experience
- Presentation - dress code, professional language
- Right first time" - Use communication behaviours that establish clearly what each customer requires and manage their expectations.
