Customer service practitioners have a highly transferable set of knowledge, skills and behaviours that can be applied in all sectors with a general public or business to business customer base. They are hugely influential in the delivery of a good customer service experience and their satisfaction within an organisation. They provide service in line with customer service standards and strategy and understand regulatory requirements. They assist customers either face to face or by phone, post, email, text and digital media.
A customer service specialist demonstrates professionalism towards customers and supports the organisation. They have a great deal of knowledge about the organisation’s products and /or services, and act as a point of contact to support customers and colleagues with complex requests, complaints and queries. They are also able to analyse customer data, implement changes to improve services and are attentive to various digital technologies.