Homewood School & Sixth Form Centre, Ashford Road, Tenterden, Kent. TN30 6LT
T: 01580 764222 | F: 01580 766267
E: info@homewood.kent.sch.uk

Customer Service

BTEC Level 2 Certificate in Customer Service

The Edexcel BTEC Level 2 Certificate in Customer Service has

been developed to give learners the opportunity to:

  • engage in learning that is relevant to them and which will provide opportunities
  • to develop a range of skills and techniques, personal skills and attributes

essential for successful performance in working life

  • achieve a nationally recognised, Level 2 vocationally-related qualification
  • progress to employment in a particular vocational sector
  • progress to related general and/or vocational qualifications.

Mandatory units:

Unit 1 Understanding good customer service

This unit aims to provide learners with knowledge of customers and their customer service expectations. Learners will develop knowledge of the part that customer service practitioners are expected to play in delivering customer service within organisations, best practice in the delivery of customer service and the impact legislation and regulation have on customer service.

2 Delivering effective customer service

This unit aims to develop learners’ understanding of the importance of effective and reliable customer service. Learners will develop knowledge of appropriate behaviour when delivering effective customer service and of how to ensure that the customer service is reliable.

3 Planning for self-development in customer service

This unit aims to give learners the required knowledge to aid development in customer service. In this unit, learners will learn how to improve personal performance in customer service and how to develop customer service skills.

Full specification can be found by clicking on the following link:

http://www.edexcel.com/quals/Specialist/customer-service-lvl2/Pages/default.aspx

BTEC Level 3 Certificate in Customer Service

The Edexcel BTEC Level 3 Certificate in Customer Service has been developed to give learners the opportunity to:

  • engage in learning that is relevant to them and which will provide opportunities
  • to develop a range of skills and techniques, personal skills and attributes
  • essential for successful performance in working life
  • achieve a nationally recognised, Level 3 vocationally-related qualification
  • progress to employment in a particular vocational sector
  • progress to related general and/or vocational qualifications.

Mandatory Units:

Unit 3 Planning for self-development in customer service

This unit aims to give learners the required knowledge to aid development in customer service. In this unit, learners will learn how to improve personal performance in customer service and how to develop customer service skills.

Unit 4 Providing excellent customer service

This unit aims to develop learners’ understanding of customer service offers and how they are designed to meet the needs of customers and the organisation. Learners will also develop knowledge of the factors that can affect the customer service offer including procedures, regulations and legislation.

Unit 5 Improving customer service

In this unit learners will develop their knowledge of customer expectations and the features of products and services that customers find attractive. They will develop knowledge of procedures associated with dealing with customer complaints and of the importance of effective customer service.

Full specification can be found by clicking on the following link:

http://www.edexcel.com/quals/Specialist/customer-service-lvl3/Pages/default.aspx

Files: 
AttachmentSize
BTEC Customer Service (L2)454.47 KB
BTEC Customer Service (L3)430.6 KB