Certified Customer Service Practitioner

Customer Service Practitioners are the first point of contact in any organisation and their actions influence the customer's experience and their satisfaction. As a customer service practitioner, you will need to demonstrate excellent customer service skills, as well as product and/or service knowledge when liaising with your customers.


The program aims to develop knowledge, skills and behaviour required by a fully accomplished Customer Service Practitioner.

You will gain knowledge in:

  • Knowing your customers
  • Understanding the organisation
  • Meeting regulations and legislation
  • Systems and resources
  • Your role and responsibility
  • Customer experience
  • Product and service knowledge

You will gain skills in

  • Interpersonal skills
  • Influencing skills
  • Dealing with customer conflict and challenge
  • Communication
  • Personal organisation

You will develop behaviours /attitude in

  • Developing self
  • Team working
  • Presentation, dress code and professional language
  • Being open to feedback
  • Equality – treating customers as individuals
  • “Right first time”