Our courses

BTEC Level 2 Award

Course Summary

Broaden your understanding of customer service by identifying a wide range of customers and what their needs and expectations are. Consider how policies and procedures affect service in different situations and begin to understand how organisations monitor and evaluate their level of service. Learn how, through effective personal skills, building customer relationships can benefit you and the organisation.

Course Description

There are three Units of study:
  • Understanding customer service (30 guided learning hours)
    • Investigate how effective customer service is provided
    • Identify the effects on customer service of internal procedures and legal obligations
    • Explore how to monitor and evaluate customer service and suggest improvements  
  • Delivering customer service (30 guided learning hours)
    • How the range of products of services meet customers’ needs and expectations
    • Apply effective presentation and interpersonal skills
    • Demonstrate how consistent and reliable customer service contributes to customer satisfaction
  • Building Effective Customer Relationships (30 guided learning hours) 
    • Explain the benefits of building effective relationships
    • Resolving customer service problems
    • Procedures for dealing effectively with dissatisfied customers

Assessment Method

The assessment for Unit 1 will be by means of an externally set assignment. the other 2 Units will be assessed byb using a mix of internally set tasks and activities, together with assessment in the workplace.

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

Study Type, Duration and Location

The Edexcel Level 2 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.