BOOK
Apprenticeship Customer Service Practitioner L2 Handbook + ActiveBook
Lambert Stewart | Elizabeth Blaikie | Sue Tissiman | Julie Smith
(2018)
Additional Information
Book Details
Abstract
An ideal companion to support apprentices throughout their on-programme learning of Customer Service Practitioner Level 2 Apprenticeship Standard
Apprenticeship Handbook for Customer Service Practitioner (Level 2) provides apprentices with all the support they will need throughout the on-programme component of the Customer Service Practitioner Level 2 Apprenticeship Standard. It is a course companion that covers all the knowledge required by the apprenticeship Standard and set out in the Pearson EPA Amplification. It will also help apprentices identify and understand how to apply the appropriate skills and behaviours in the workplace.
Table of Contents
| Section Title | Page | Action | Price |
|---|---|---|---|
| Front Cover | Front Cover | ||
| Contents | iii | ||
| About this book | iv | ||
| About the authors | vi | ||
| Chapter 1: Understanding the organisation | 1 | ||
| The purpose of an organisation and its brand promise | 2 | ||
| Business sectors | 2 | ||
| Branding | 2 | ||
| Core values and how they link to service culture | 4 | ||
| Core values | 4 | ||
| Service culture | 4 | ||
| Core values and competitiveness | 7 | ||
| Policies, procedures and legislation | 8 | ||
| Digital media policies | 12 | ||
| Digital guidelines | 12 | ||
| Social media | 12 | ||
| Chapter 2: Meeting regulations and legislation | 15 | ||
| Know the legislation and regulations that affect your organisation | 16 | ||
| Legislation you need to know | 16 | ||
| Equality | 18 | ||
| Equality in your job role | 18 | ||
| Know your responsibility in relation to legislation and how to apply it when delivering customer service | 20 | ||
| Why is it important to keep information confidential within an organisation? | 20 | ||
| What information needs to be kept confidential within your organisation? | 22 | ||
| Health and safety | 24 | ||
| What are your responsibilities under the Health and Safety at Work Act (1974)? | 24 | ||
| What are your employer’s responsibilities under the Health and Safety at Work Act (1974)? | 24 | ||
| Codes of practice and ethical standards | 26 | ||
| The consequences of not following codes of practice and ethical standards | 26 | ||
| Non-compliance with regulations | 27 | ||
| Codes of practice relevant to you as a customer service practitioner | 27 | ||
| Ethical considerations and customer service | 27 | ||
| Chapter 3: Your role and responsibility | 29 | ||
| Understand your role and responsibility within your organisation | 30 | ||
| Your job role and responsibility | 30 | ||
| Know the targets and goals you need to deliver against and how your actions impact on others | 32 | ||
| Setting targets | 32 | ||
| How your actions affect others | 33 | ||
| Chapter 4: Systems and resources | 37 | ||
| Using systems, equipment and technology to meet your customers’ needs | 38 | ||
| Systems | 38 | ||
| Equipment | 43 | ||
| Technology | 45 | ||
| Understand types of measurement and evaluation tools available to monitor customer service levels | 46 | ||
| Monitoring and measuring customer service levels | 46 | ||
| Why is it important to monitor and measure customer service levels? | 46 | ||
| Evaluation tools to monitor customer service levels | 47 | ||
| Chapter 5: Product and service knowledge | 53 | ||
| What are products and services, features and benefits? | 54 | ||
| Explaining the features and benefits of products and services | 54 | ||
| Knowing your products and services | 55 | ||
| Knowing your customer | 56 | ||
| Updating your knowledge of your organisation’s products and services | 58 | ||
| Maintaining product and service knowledge | 60 | ||
| Selling products or services | 60 | ||
| Chapter 6: Knowing your customers | 63 | ||
| Understanding your customers | 64 | ||
| What is a customer? | 64 | ||
| Types of customer | 64 | ||
| Different customer groups | 66 | ||
| Buying patterns | 67 | ||
| Benefits of building good customer relationships | 68 | ||
| Customer satisfaction | 68 | ||
| Customer retention | 68 | ||
| Customer recommendations | 69 | ||
| Profitability | 69 | ||
| Increased sales | 69 | ||
| Understanding the difference between internal and external customers | 70 | ||
| Internal customers | 70 | ||
| External customers | 71 | ||
| Managing internal and external customer relationships | 72 | ||
| Clarity | 72 | ||
| Formality | 72 | ||
| Face-to-face or telephone communication | 73 | ||
| Your company’s policies and procedures | 74 | ||
| What your company should do | 74 | ||
| What you should do | 74 | ||
| What is the purpose of customer service? | 76 | ||
| Understanding customer wants and needs | 76 | ||
| Needs versus wants | 77 | ||
| What are the priorities for the customer? | 77 | ||
| Customer expectations: actions speak louder than words | 78 | ||
| How can good customer service affect an organisation’s success? | 78 | ||
| Knowing when to adapt your customer service to meet customers’ needs and expectations | 80 | ||
| Adapting your customer service approach | 80 | ||
| Balancing the needs of your customer and your organisation | 81 | ||
| Responding to different customer types | 82 | ||
| Fair treatment of customers | 84 | ||
| Chapter 7: Customer experience | 87 | ||
| What is a customer-focused experience? | 88 | ||
| How to create a customer-focused experience | 88 | ||
| How to respond appropriately using information from the customer | 89 | ||
| Understanding how to build trust with a customer | 90 | ||
| Why is building customer trust important? | 90 | ||
| How can you start to build trust with a customer? | 91 | ||
| Dealing with customer conflict and challenge | 92 | ||
| Conflict | 92 | ||
| Challenge | 93 | ||
| Using signposting to meet customers’ needs and manage expectations | 94 | ||
| Maintaining communication with the customer during service recovery | 95 | ||
| Equality: treating all customers fairly and as individuals | 96 | ||
| Chapter 8: Communication | 99 | ||
| Using verbal and non-verbal communication skills | 100 | ||
| Verbal communication | 100 | ||
| Non-verbal communication | 100 | ||
| Confirming your customers’ needs and expectations and those of your organisation | 102 | ||
| Using summarising language to check your understanding | 102 | ||
| Communication and your organisation’s brand | 103 | ||
| ‘Right first time’ | 104 | ||
| Chapter 9: Interpersonal skills | 107 | ||
| Interpersonal communication | 108 | ||
| Elements of interpersonal communication | 108 | ||
| Demonstrating eff ective interpersonal skills to engage your customer | 109 | ||
| The impact of cultural differences on non-verbal communication | 114 | ||
| Recognising customer needs and building and maintaining a rapport | 115 | ||
| Working together as a team to help customers efficiently | 116 | ||
| Interpersonal skills for effective teamwork | 116 | ||
| Sharing personal learning | 117 | ||
| Act on, and seek, feedback from others | 118 | ||
| Chapter 10: Influencing skills | 121 | ||
| Customer needs and expectations | 122 | ||
| Influencing your customers | 122 | ||
| Understanding your customers | 122 | ||
| Offering products or services to customers | 124 | ||
| Influencing and negotiating | 124 | ||
| Handling customer objections to build and maintain rapport | 126 | ||
| Techniques for overcoming barriers | 126 | ||
| Chapter 11: Personal organisation | 129 | ||
| Agree goals and deadlines for completing tasks | 130 | ||
| Why do you need to meet work standards and deadlines? | 130 | ||
| How does your work contribute to the team effort? | 130 | ||
| How can you agree your goals and deadlines? | 130 | ||
| Prioritise and plan the completion of tasks to meet deadlines | 132 | ||
| What is the best way to set deadlines? | 132 | ||
| Create an effective action plan | 133 | ||
| Use tools and techniques to monitor progress of tasks | 133 | ||
| Make adjustments to priorities to meet agreed deadlines | 135 | ||
| Develop yourself | 136 | ||
| Take ownership of keeping your service knowledge and skills up to date | 136 | ||
| Consider your personal goals and any development that would help achieve them | 137 | ||
| Your end-point assessment | 143 | ||
| Preparing for your end-point assessment | 143 | ||
| What is your end-point assessment? | 143 | ||
| Preparing your apprentice showcase | 144 | ||
| Presenting a storyboard | 146 | ||
| Presenting a reflective journal | 147 | ||
| Practical observation | 148 | ||
| Preparing for your observation | 148 | ||
| Professional discussion | 149 | ||
| Preparing for your professional discussion | 149 | ||
| Glossary | 151 | ||
| Index | 153 | ||
| Back Cover | Back Cover |