Customer Service BTEC Diploma (L2)

You must be working in a customer service role.

Qualification structure To achieve a full Level 2 QCF Certificate in Customer Service, you must achieve a minimum of 28 credits and to achieve a full Level 3 QCF Diploma in Customer Service, you must achieve a minimum of 42 credits. Level 2 mandatory units • Communicate using customer service language • Follow the rules to deliver customer service. Level 3 mandatory units • Demonstrate understanding of customer service • Demonstrate understanding of the rules that impact on customer service. Example of optional units • Give customers a positive impression of yourself and your organisation • Go the extra mile in customer service • Build a customer service knowledge set • Do your job in a customer-friendly way • Recognise diversity when delivering customer service • Review the quality of customer service • Resolve customer service problems • Work with others to improve customer service • Lead a team to improve customer service • Gather, analyse and interpret customer feedback • Monitor and solve customer service problems.

You will be assessed in the workplace using several different methods including observation of practice, questioning and witness testimonies from senior staff. This is collected in a portfolio of evidence.