Pearson BTEC Level 3

Diploma for Customer Service Specialists

PEARSON BTEC LEVEL 3

Diploma for Customer Service Specialists

BTEC Specialist qualifications put learning into the context of the world of work, giving learners the opportunity to apply their research, skills and knowledge in relevant and realistic work contexts. This applied, practical approach means that learners develop the knowledge, understanding and skills they need for career progression or further study. A Customer Service Specialist is a professional who is responsible for handling questions, comments and complaints regarding a particular business. Their ultimate goal is to provide positive customer experiences by enhancing relationships between them.

Course Description

The Pearson BTEC Level 3 Certificate for Customer Service Specialists is designed to support the off-the-job training and development of learners on the Customer Service Specialist apprenticeship programme, by helping them to develop and apply the technical and behavioural knowledge and understanding required to become competent and successful in a customer service specialist job role.

The Requirements

4 CGE ‘O’ Level Credits OR
4 IGCSE with Grade A-C OR
Pearson BTEC International Level 2 Certificate in Business or a related vocational area OR
BDTVEC Skills Certificate 3 in Business OR
NCC Education Level 3 Diploma in Business OR
BDTVEC Pre-National Diploma Business OR
Foundation Certificate for Higher Education OR
Any other acceptable qualification

Duration

18 months for full time.

Modules

Understanding the Customer Service Environment
Understanding Customer Loyalty, Retention and Satisfaction
Understanding Continuous Improvement in Customer Service
Understanding Personal Effectiveness in a Customer Service Work Environment
Delivering Solution-focused Customer Service
Managing Challenging Customers and Situations
Influencing Change and Improvement in Customer Service
Managing Personal Effectiveness in a Customer Service Specialist Job Role
Melayu Islam Beraja
Basic Mathematics

Key Topics

Organisation's business strategy

Customer loyalty, retention & satisfaction

Customer’s Expectations

Professionalism and its importance

Acknowledge and understand customers’ needs.

Continuous improvement in customer service

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