Customer Service Level 2

LEVEL 2 CERTIFICATE IN CUSTOMER SERVICE (QCF)

 What are the qualifications about?

The BTEC Level 2 Certificate in Customer Service (QCF) is aimed at those looking to pursue a career dealing with customers or already working in a customer service role. Such as a customer service advisor, call centre worker or a help desk assistant.

Entry requirements

No prior knowledge, understanding, skills or qualifications are required. However it is likely that you may already be employed or seeking employment within the customer service sector. There must be sound understanding of English (verbally and written) and problem solving skills in order to enrol.

Who are they for?

Anyone aged 16-18 or 19+

Whether you have some experience in customer service and are able to handle more difficult customers. You are looking to improve your own skills and to become more involved in making improvements to your team’s level of customer service.

Qualification Structure Summary

45 credits earned from the following units which will be gained over a 12 month period, whilst attending class once a week.

UNIT NUMBER TITLE CREDITS
MANATORY UNITS    
UNIT 1 DELIVER CUSTOMER SERVICE 5
UNIT 2 UNDERSTAND CUSTOMERS 2
UNIT 3 PRINCIPLES OF CUSTOMER SERVICE 4
UNIT 4 UNDERSTAND EMPLOYER ORGANISATIONS 4
UNIT 5 MANAGE PERSONAL PERFORMANCE AND DEVELOPMENT 4
OPTIONAL UNITS    
UNIT 6 COMMUNICATION VERBALLY WITH CUSTOMERS 3
UNIT 8 DEAL WITH INCOMING TELEPHONE CALLS FROM CUSTOMERS 3
UNIT 11 PROCESS INFORMATION ABOUT CUSTOMERS 3
UNIT 17 DEVELOP CUSTOMER RELATIONSHIPS 3
UNIT 18 SUPPORT CUSTOMER SERVICE IMPROVEMENTS 3
UNIT 21 RESOLVE CUSTOMERS’ COMPLAINTS 4
UNIT 30 EMPLOYEE RIGHTS AND RESPONSIBILITIES 2
UNIT 31 DEVELOP WORKING RELATIONSHIPS WITH COLLEAGUES 3
UNIT 32 PRINCIPLES OF EQUALITY AND DIVERSITY IN THE WORK PLACE 2

Assessment methods

  • Observations
  • Worksheets
  • Witness testimonies
  • Portfolio building
  • Verbal and written questioning
  • Placement diary (if applicable)

Whilst on the course you will also be gaining Level 1 English & Maths Functional Skills qualifications, which you will receive a certificate for each once passing the online exam.

Progression

Candidates can progress to the BTEC Level 3 in Customer Service, Business Administration or