Knowledge, Skills and Behaviours
Formative assessment of knowledge, skills and behaviours required in the delivery of the level 2 Customer Service Practitioner apprenticeship are broken down into the following modules:
| Skills | Knowledge | Behaviours |
|---|---|---|
| Interpersonal skills | Knowing your customers | Developing self |
| Communication | Understanding the organisation | Being open to feedback |
| Influencing skills | Meeting regulations and legislations | Team working |
| Personal organisations | Your role and responsibilities | Equality - treating all customers as individuals |
| Dealing with customer conflict and challenge | Customer experience | Presentation - dress code, professional language |
| Quality | Product and service knowledge | 'Right first time' |
| Systems and resources |