Our courses

BTEC Level 1 Award

Course Summary

Learn the basic aspects of customer service, including different types of customers and what their needs and expectations are. Learn how to make a positive impression of yourself and your organisation with improved key skills in communication, IT use and working with others. Begin to understand what works and what doesn’t, how to solve problems and when to refer matters to supervisors or managers.

Course Description

There are three Units of study:
  • Recognising customer service (30 guided learning hours)
    • Identify the customer service needs and expectations of internal and external customers
    • Promote a positive personal impression and of the organisation
    • Consider ways to improve customer service  
  • Providing customer service (30 guided learning hours)
    • Prepare for customer service
    • Demonstrate effective communication skills
    • Provide consistent care and service to customers
  • Dealing with problems and complaints (30 guided learning hours)
    • Identify problems and complaints
    • Identify suitable solutions
    • Implement solutions

Assessment Method

Assessment of Unit One will be by means of an externally set assignment. The other units will be assessed by means of internally set tasks and activities, together with assessment in the workplace.

The workplace assessment will be carried out by a qualified vocational assessor and will include a mixture of: observation of workplace activities; product evidence; questions; witness statements, personal reflective log.

Study Type, Duration and Location

The Edexcel Level 1 BTEC Award in Customer Service is a 90-hour qualification typically run over 3 month in duration with up to 12 sessions held at our Training Centre in Mamoura.

Entry Requirement

Learners should be employed within the industry or a realistic working environment. The course is taught in English and requires a minimum of IELTS level 5.

Progression

This Award covers modules of the underpinning knowledge required for the NVQ Level 2 in Customer Service. It also covers Key Skills and the Wider Curriculum elements.