What is an

Customer Services Practitioner?

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As a Customer Services Practitioner, you'll craft exceptional customer experiences by seamlessly delivering high-quality products and services. Whether through face-to-face interactions, digital channels, or on-location engagements, you'll excel in handling orders, payments, guidance, and more, contributing significantly to customer satisfaction while embodying impeccable service skills and in-depth product knowledge.

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As the frontline champion of exceptional service. Armed with a wealth of knowledge and a versatile skill set, you adeptly navigate the intricate landscape of customer relations. You understand the nuances of your customers' identities, differentiating between internal and external clients, while flexing your approach to cater to their unique needs and expectations. Simultaneously, you serve as the guardian of your organisation's purpose, brand promise, and core values, seamlessly adhering to internal policies, procedures, and complaint processes.

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Your mastery extends to regulations and legislation, ensuring compliance in every customer interaction. Leveraging systems and technology, you meet customer needs while meticulously monitoring service levels through precise measurement tools. Within the organisation, you recognise your role's impact, meet targets and goals, and contribute to a seamless customer experience, consistently prioritising trust and positive interactions.

Your expertise encompasses comprehensive product and service knowledge, effective interpersonal and communication skills, and the art of influencing customer decisions. In addition to your customer-facing prowess, you excel in personal organisation, task management, and deadline-driven responsibilities.

When faced with customer conflict and challenges, you maintain composure, empathise, resolve issues, and provide informative communication throughout service recovery. Guided by a commitment to personal development, you actively seek feedback, collaborate seamlessly with your team, uphold equality by treating each customer as a unique individual, and personify professionalism through your attire and language. You embody 'right first time' service, ensuring clarity, expectation management, and end-to-end ownership of customer promises.

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For further information regarding the standard, click here