Our courses

BTEC Level 2 Certificate in Customer Service

Course Summary

Broaden your understanding of customer service and understand how it can affect an organisation’s reputation and have an influence on its success or failure. Explore different types of rules which govern customer service delivery and how these limit what can and cannot be done for customers. Consider how these rules can help improve quality, ensure consistent practice, add value and provide a competitive edge.

Course Description

There are two units of study:
  • Understanding customer service (40 guided learning hours)
    • Understand the terms ‘customer’ and ‘customer service’
    • How customer service can affect reputation and contribute to success or failure
    • The relationship between customer satisfaction, expectations and service delivery
    • How different staff within organisations contribute to customer service delivery
    • The importance of knowing the organisation’s products and services
  • Understanding the rules for customer service (40 guided learning hours)
    • How rules limit what can and cannot be done
    • How the law affects customer service
    • Referring to someone in authority when necessary
    • Why organisations apply internal procedures in addition to statutory requirements.

Assessment Method

Both units are assessed by a simple one-hour externally set and marked on-screen test.

Study Type, Duration and Location

The Edexcel Level 2 BTEC Certificate in Customer Service is a 80-hour qualification typically run over 3 months 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.