Pearson
Level 2
QN: 603/4675/9
Curriculum Active
Pearson BTEC Level 2 Certificate for Customer Service Practitioners
Official qualification regulated by Ofqual, awarded by Pearson. Classified as a Vocationally-Related Qualification. Total guided learning hours: 129 hours.
Qualification Level
Level 2
Awarding Body
Pearson
Syllabus Units
4 Units
Guided Hours
129 hrs
Instant access to interactive lessons, quizzes, and spaced revision.
Course Syllabus & Study Modules
Complete breakdown of verified curriculum topics and learning objectives.
1
Understanding Communication in a Customer Service Environment
Verified
Key Learning Objectives:
- Understand the role of communication in customer service.2.
- Know how to communicate with customers verbally.3.
- Know how to communicate with customers in writing.4.
- Know how to communicate with customers through digital media.
2
Understanding how to Deliver High-Quality Customer Service
Verified
Key Learning Objectives:
- Understand the need for high quality customer service.2.
- Understand different types of customer, their needs and how to meet them.3.
- Understand how to build trust with customers.4.
- Understand the resources used in customer service delivery.
3
Understanding Personal Effectiveness in a Customer Service Work Environment
Verified
Key Learning Objectives:
- Understand professionalism and its importance in a customer service work environment.2.
- Understand how to develop and demonstrate a range of transferable skills and personal attributes that contribute to personal effectiveness at work.3.
- Understand how to manage personal performance in the workplace.4.
- Understand how to manage personal and professional development in the workplace.
4
Understanding Your Employer Organisation
Verified
Key Learning Objectives:
- Know the purpose, aims and values of your organisation and how it operates.2.
- Know internal policies and procedures relating to the customer service role.3.
- Know legislation and regulations that apply to a customer service role.
Regulatory & Verification Details
- Qualification Number (QN)
- 603/4675/9
- Regulated Status
- Available to learners
- Awarding Body
- Pearson
- Qualification Type
- Vocationally-Related Qualification
- Operational Start
- Jun 2019
- Operational End
- Dec 2027