Pearson
Level 2
QN: 603/4676/0
Curriculum Active
Pearson BTEC Level 2 Diploma for Customer Service Practitioners
Official qualification regulated by Ofqual, awarded by Pearson. Classified as a Vocationally-Related Qualification. Total guided learning hours: 219 hours.
Qualification Level
Level 2
Awarding Body
Pearson
Syllabus Units
8 Units
Guided Hours
219 hrs
Instant access to interactive lessons, quizzes, and spaced revision.
Course Syllabus & Study Modules
Complete breakdown of verified curriculum topics and learning objectives.
1
Communicating with Customers Effectively
Verified
Key Learning Objectives:
- Be able to communicate with customers using verbal and non-verbal communication.2.
- Be able to communicate with customers in writing.3.
- Be able to communicate with customers using digital media.
2
Delivering High-Quality Customer Service
Verified
Key Learning Objectives:
- Be able to identify customer needs and expectations through effective engagement.2.
- Be able to effectively meet the varying needs of customers through effective engagement.3.
- Be able to use appropriate systems, equipment and resources in the delivery of customer service.
3
Handling Customer Conflict and Challenge
Verified
Key Learning Objectives:
- Understand how to handle situations of customer conflict and challenge in your role.2.
- Be able to re
- solve situations of customer conflict or challenge in line with relevant organisational polices and/or procedures.3.
- Be able to manage situations of customer conflict or challenge that cannot be resolved.
4
Managing Personal Effectiveness in a Customer Service Job Role
Verified
Key Learning Objectives:
- Understand own role and value within the organisation.2.
- Be able to demonstrate professionalism and good work ethics in a customer service job role.3.
- Be able to work effectively in a customer service team.4.
- Be able to manage personal performance in the workplace.5.
- Be able to manage own personal development in the workplace.
5
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.
6
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.
7
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.
8
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)
- 603/4676/0
- Regulated Status
- Available to learners
- Awarding Body
- Pearson
- Qualification Type
- Vocationally-Related Qualification
- Operational Start
- Jun 2019