Business Management
Customer Service
BTEC Diploma
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.
Level
3
Duration
15 months minimum
Requirements
There are no specific entry requirements for this course.
Qualification
Upon completion, learners will be awarded their Pearson BTEC Level 3 Diploma in Customer Service.
Course Breakdown
If you’d like a more detailed breakdown of the skills and knowledge you’ll gain over the course of the apprenticeship, just use the tabs below.
Mandatory Units
- Unit 1- Organise and Deliver Customer Service
- Unit 2- Understand the Customer Service Environment
- Unit 3- Resolve Customers’ Problems
- Unit 4- Principle of Business
- Unit 5- Understand Customers and Customer Retention
- Unit 6- Manage Personal and Professional Development
Total Credits: 31
Optional Units
- At the start of the course, the learner will pick optional units to the value of 24 credits from the optional units available.