Pearson
Level 3
QN: 603/5449/5
Curriculum Active
Pearson BTEC Level 3 Certificate for Customer Service Specialists
Official qualification regulated by Ofqual, awarded by Pearson. Classified as a Vocationally-Related Qualification. Total guided learning hours: 143 hours.
Qualification Level
Level 3
Awarding Body
Pearson
Syllabus Units
4 Units
Guided Hours
143 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 Continuous Improvement in Customer Service
Verified
Key Learning Objectives:
- Understand the principles of continuous improvement in customer service.2.
- Understand how to monitor the quality of customer service in order to improve delivery.3.
- Understand how to analyse and interpret information to improve customer service.4.
- Understand how to manage a customer service improvement project.
2
Understanding Customer Loyalty, Retention and Satisfaction
Verified
Key Learning Objectives:
- Understand the importance of customer loyalty, retention and satisfaction for an organisation.2.
- Understand the importance of the customer journey for customer service delivery.3.
- Understand the use of customer insight to improve service delivery.4.
- Understand how to develop customer relationships that contribute to customer loyalty.5.
- Understand how to retain customers during challenging situations.
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 different leadership styles and their use in a customer service environment.4.
- Understand how to manage personal performance in the workplace.5.
- Understand how to manage personal and professional development in the workplace.
4
Understanding the Customer Service Environment
Verified
Key Learning Objectives:
- Understand an organisation's business strategy in relation to customers.2.
- Understand organisational structure in relation to customer service delivery.3.
- Understand how customer service is shaped by the business environment and culture.4.
- Understand the impact of relevant legislation and regulations on customer service delivery.5.
- Understand the impact of organisational policies, procedures and systems on customer service delivery.
Regulatory & Verification Details
- Qualification Number (QN)
- 603/5449/5
- Regulated Status
- Available to learners
- Awarding Body
- Pearson
- Qualification Type
- Vocationally-Related Qualification
- Operational Start
- Feb 2020
- Operational End
- Dec 2027