With the Customer Service BTEC, learners will complete units in organising and delivering customer service, resolving customers’ problems, understanding the customer service environment, principles of business, managing personal and professional development, and understanding the customers.
There is also a range of more specialised units that are sector contextualised and align with the finer points of customer service. These include analysing and interpreting customer feedback, negotiating in a business environment, managing team and individuals’ performance, collaborating with other departments, and monitoring the quality of customer service interactions.
This is a Framework
This course is an apprenticeship framework, which means it is a course made up of different qualifications. Frameworks generally consist of:
- a knowledge-based qualification
- a competence based qualification
- Functional skills in English and Maths
- Employee rights
- Personal Learning
Framework courses are made up of units. There are a core set of units that are mandatory for the course, and a selection of optional units. Each unit is worth credits, and you much reach a target amount of credits to gain the qualification.