Pearson
Level 3
QN: 603/5450/1
Curriculum Active
Pearson BTEC Level 3 Diploma for Customer Service Specialists
Official qualification regulated by Ofqual, awarded by Pearson. Classified as a Vocationally-Related Qualification. Total guided learning hours: 243 hours.
Qualification Level
Level 3
Awarding Body
Pearson
Syllabus Units
8 Units
Guided Hours
243 hrs
Instant access to interactive lessons, quizzes, and spaced revision.
Course Syllabus & Study Modules
Complete breakdown of verified curriculum topics and learning objectives.
1
Delivering Solution-focused Customer Service
Verified
Key Learning Objectives:
- Be able to acknowledge and understand customers’ needs and expectations.2.
- Be able to negotiate and agree mutually beneficial solutions for customers.3.
- Be able to take ownership and responsibility to re
- solve customer issues, problems and/or complaints.
2
Influencing Change and Improvement in Customer Service
Verified
Key Learning Objectives:
- Be able to collect information about customers to inform continuous improvement in customer service.2.
- Be able to analyse and interpret information to identify options for improving customer service delivery.3.
- Be able to identify and present recommendations for customer service delivery improvement.4.
- Be able to implement customer service delivery improvements.
3
Managing Challenging Customers and Situations
Verified
Key Learning Objectives:
- Be able to engage positively with customers in challenging situations.2.
- Be able to manage referrals and escalations to achieve a positive outcome.
4
Managing Personal Effectiveness in a Customer Service Specialist Job Role
Verified
Key Learning Objectives:
- Understand own role and value within the organisation.2.
- Be able to maintain organisational brand standards.3.
- Be able to tailor service delivery to meet the needs of a diverse range of customers.4.
- Be able to work effectively and collaboratively in a customer service team.5.
- Be able to manage own personal and professional development in a customer service specialist job role.
5
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.
6
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.
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 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.
8
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)
- 603/5450/1
- Regulated Status
- Available to learners
- Awarding Body
- Pearson
- Qualification Type
- Vocationally-Related Qualification
- Operational Start
- Feb 2020