Customer Service BTEC Diploma (L2)
Customer Service BTEC Level 2 Diploma
These qualifications are aimed at individuals who are starting a career in a customer-facing role. They are suitable for all age groups: for those who have just started a job, for those who are changing their career path and for those who want recognition of their skills and experience. These qualifications provide the foundation to progression in a range of different roles, which involve customer contact.
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.
How will I be assessed?
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.