Our courses

BTEC Level 3 Certificate in Customer Service

Course Summary

Broaden your understanding of terminology and approaches which organisations use as the basic principles for service excellence.  How different organisations plan and build a customer service offer. Learn what constitutes good quality delivery and how effective communication and teamwork plays and essential part.  Understand the concept of a culture of continuous review and how different individuals or groups within an organisation contribute.

Course Description

There are two units of study:
  • Principles of customer service delivery and development (40 guided learning hours)
    • Understand how to build and plan a customer offer
    • How customer service provides a competitive edge
    • How effective delivery contributes to customer satisfaction
  • Knowing the rules to follow when developing customer service (50 guided learning hours)
    • Organisational policies and procedures
    • Involving others in planning and implementing improvements
    • Limits on individual authority
    • Significance of statutory requirements
    • Balance of organisational needs and objectives with legislation. 

Assessment Method

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

Study Type, Duration and Location

The Edexcel Level 3 BTEC Certificate 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.