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BTEC L2 Technical Certficate in Customer Service at Northfleet School for Girls

Course description

Customer Services allows students
to develop and demonstrate
knowledge and skills in areas
such as understanding different
types of customers, their needs,
wants and expectations, building
relationships with customers,
resolving complaints and problems,
and promoting additional products/
services. Customer service skills are
applicable across a very wide range
of jobs and is highly desirable for
employers, giving students a headstart
when looking to move into the
world of work.
This qualification has been
developed in consultation with
employers in the customer service
sector to ensure it enables learners
to develop the skills and behaviours
that will give them the best
opportunity to be successful when
applying for work.
The content of the qualification
relates directly to the skills,
knowledge and behaviours expected
by employers in a customer service
operations role. The areas covered
• the customer service environment
• delivering face-to-face customer
• delivering digital customer service
• improving customer service.
Customer Service would suit
students who are looking to
enhance their technical knowledge
of the principles and practices
of delivering effective customer
service whilst expanding their
knowledge of wider sector areas
such as equality & diversity and
regulations governing the industry.
This qualification will also help
to develop personal growth and
engagement in learning through the
development of personal, learning
and thinking skills.

Entry requirements

Minimum of 5 passes at
GCSE at Grade 2 or above


Learners will need to complete and
achieve units:
Unit 1: The Customer Service
60 min on-screen test
Unit 2: Delivering Customer
Service Face to Face
60 min practical assignment
Unit 3: Delivering Digital Customer
60 min practical assignment
Unit 4: Improving Customer Service
60 min synoptic practical

Future opportunities

- Customer service practitioner
(Level 2)
- Customer experience specialist
(Level 3)
Careers: Customer Service
Assistant, Call Centre Advisor, Sales

How to apply

You can apply for this course through UCAS Progress. Add this course to your favourites so you can start making an application.

Last updated date: 16 November 2017
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Key information

  • Start date: Next September