Our courses

BTEC Level 3 Award in Customer Service

Course Summary

Learn how to meet and exceed customers’ expectations for high levels of service. Investigate ways in which customer service can be improved and how to attract and retain new customers. Use key skills in application of number, communication, information technology, improving own learning and performance, problem solving and working with others to evaluate provision and performance and explore improvements.  Examine how codes of practice can contribute to delivering excellent customer service.

Course Description

There are three units of study:
  • Principles of customer service (30 guided learning hours)
    • Customer service in different organisations
    • Exceeding customer expectations
    • Recommending improvements to customer service provision   
  • Delivering , monitoring and improving customer service (30 guided learning hours)
    • Effective communication and interpersonal skills
    • Skills used to satisfy needs and expectations of customers
    • Monitoring and evaluating customer service performance
  • Customer Service Administration (30 guided learning hours)
    • Legislation and regulation in customer service
    • Safe and secure requirements
    • How codes of practice contribute to excellent customer service

Assessment Method

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. In addition, the unit on customer service administration is assessment by an externally set assessment.

Study Type, Duration and Location

The Edexcel Level 3 BTEC Award in Customer Service is a 90-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 3 in Customer Service. It also covers Key Skills and the Wider Curriculum elements.