Pearson
Level 1
QN: 601/5303/9
Curriculum Active
Pearson BTEC Level 1 Certificate in Principles of Customer Service
Official qualification regulated by Ofqual, awarded by Pearson. Classified as a Vocationally-Related Qualification. Total guided learning hours: 192 hours.
Qualification Level
Level 1
Awarding Body
Pearson
Syllabus Units
10 Units
Guided Hours
192 hrs
Instant access to interactive lessons, quizzes, and spaced revision.
Course Syllabus & Study Modules
Complete breakdown of verified curriculum topics and learning objectives.
1
Career Progression
Verified
Key Learning Objectives:
- Understand career progression
- Be able to assess skills and qualities for career progression
- Be able to plan short-term goals for career progression
2
Communicating With Customers
Verified
Key Learning Objectives:
- Know how to communicate in a customer service role
- Be able to communicate verbally with customers in a positive way
3
Customer Service Principles
Verified
Key Learning Objectives:
- Know the importance of good customer service
- Know how customer satisfaction is achieved
- Know how customer service is organised and delivered
4
Health and Safety at Work
Verified
Key Learning Objectives:
- Know about health and safety responsibilities for the workplace
- Know about risks and hazards in the workplace
- Know emergency procedures in the workplace
- Be able to work safely in a workplace environment
5
Investigating Rights and Responsibilities at Work
Verified
Key Learning Objectives:
- Know employee ‘rights’ and ‘responsibilities’ in a place of work
- Know how the rights of individuals are supported in a place of work
- Know the responsibilities of employers in a place of work
6
Principles of Social Media for Business Use
Verified
Key Learning Objectives:
- Know the major social media channels
- Know the specialist social media channels
- Know how a business uses social media
- Know the risks associated with using social media
7
Understanding How to Deal with Customers’ Requests, Queries and Problems
Verified
Key Learning Objectives:
- Know the type of information that customers usually require
- Know how to deal with customer requests and queries
- Know how to deal with routine customer problems
8
Understanding How to Manage Personal Performance and Development
Verified
Key Learning Objectives:
- Know how to manage own work
- Know ways of managing and improving personal performance and development
9
Understanding How to Work in a Customer Service Role
Verified
Key Learning Objectives:
- Know the standards of professionalism required in customer service roles
- Know how to work in a team in customer service
- Know the information required to deliver effective customer service
- Know how to follow organisational practices and procedures in delivering customer service
10
Using a CV and Covering Letter to Apply for a Job
Verified
Key Learning Objectives:
- Know the purpose of a CV and covering letter
- Know the type of information usually included in a CV and covering letter
- Know the importance of references in a CV
- Be able to produce a CV and covering letter for a job application
Regulatory & Verification Details
- Qualification Number (QN)
- 601/5303/9
- Regulated Status
- Available to learners
- Awarding Body
- Pearson
- Qualification Type
- Vocationally-Related Qualification
- Operational Start
- Jan 2015
- Operational End
- Dec 2027