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• 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.

• 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.

• 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.

• 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.

• 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.

• 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.

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

• Level 1 Functional Skills in English and Maths

• Level 2 Customer Service Practitioner Apprenticeship

• 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.

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

• 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.

• Provide clear explanations and offer options in order to help customers make choices that are mutually beneficial to both the customer and your organisation.

• Be able to organise yourself, prioritise your own workload/activity and work to meet deadlines.

• Demonstrate patience and calmness.

• Show you understand the customer’s point of view.

• Use appropriate sign-posting or resolution to meet your customers needs and manage expectations.

• Maintain informative communication during service recovery.

What behaviours will apprentices develop?

• Developing yourself

• Being open to feedback

• Team working

• Equality – treating all customers as individuals

• Presentation – dress code and professional language

• Right first time approach