Customer Service Practitioner

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.

Please enter your email address (upon completion of this skills scan you will need to click on the submission button. Once you have done this, the completed skills scan will be emailed to you and your line manager. You will need to upload your completed skills scan to the OneFile learning assessment record that you have opened to access this skills scan)

We need to ensure you require substantial learning and development to access a funded apprenticeship. You do not need to research topics to answer. This is about what you may already know or do, so we can get a baseline and create a personal learning programme. You may also wish to state areas you would like to develop further.

Please rate each question with Yes, Some or No

Please note if you answer Yes or Some to any of the questions, a drop-down box will appear and you will need to write about what you already know and/or do. If you have any qualifications, competency evidence or certification appliable to the question, it is very important you attach these to the OneFile learning assessment record (LAR) that you have opened to access this skills scan. Please ensure you always maintain confidentiality and avoid putting any names of colleagues/patients.

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:

Skills - Depending on your job role and work environment:

o Use appropriate verbal and non-verbal communication skills, along with summarising language during face-to-face communications; and/or
o 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:

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:

Skills - Be able to organise yourself, prioritise your own workload/activity and work to meet deadlines:

Skills - Demonstrate patience and calmness.

Show you understand the customer’s point of view.
Use appropriate signposting or resolution to meet your customers’ needs and manage expectations.

Maintain informative communication during service recovery:

Knowledge - 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:

Knowledge - 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:

Knowledge - 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:

Knowledge - 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:

Knowledge - 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:

Knowledge - 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:

Knowledge - Understand the products or services that are available from your organisation and keep up to date:

Behaviours - Take ownership for keeping your service knowledge and skills up to date.
Consider personal goals and propose development that would help achieve them:

Behaviours - Act on and seek feedback from others to develop or maintain personal service skills and knowledge:

Behaviours - 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:

Behaviours - Treat customers as individuals to provide a personalised customer service experience.

Uphold the organisations core values and service culture through your actions:

Behaviours - Demonstrate personal pride in the job through appropriate dress and positive and confident language:

Behaviours - 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:

Thank you for completing your skills scan

check the emails you have entered are correct before clicking on the submission button.

Your Email : {yourEmail}

Managers Email : {email8}

Reminder: your completed skills scan will be emailed to you immediately, please upload to the skills scan learning assessment record on OneFile, with any other evidence. This is very important as your allocated coach will review before the planning meeting.

Please inform your manager they will receive your skills scan.

At the planning meeting with your coach, your line manager will be asked to confirm it is correct and /or identify further areas of development.