Course Overview

The Pearson BTEC Level 2 Diploma in Customer Service is for learners who work in,
or who want to work in customer service in roles such as Customer Service Advisor,
Customer Service Operator, Call Centre Advisor, Help Desk Operative and Service
Agent.
It gives learners the opportunity to:
? develop and demonstrate technical and wider sector-related knowledge to
underpin competence in the job roles stated above. Technical knowledge
includes the principles and practices of delivering customer service and
understanding the different types of customers, their needs, wants and
expectations. Wider sector-related knowledge includes equality and diversity,
organisational structure and environment, and legislation and regulations that
govern the industry
? develop and demonstrate a range of technical skills and behaviours that
supports competence in the job roles stated above. This includes
communicating with customers using appropriate communication channels,
resolving customer problems and complaints, building relationships with
customers, promoting additional products and/or services and the ability to
improve own learning and performance
? develop their own personal growth and engagement in learning through the
development of personal, learning and thinking skills (PLTS)
? have existing skills recognised
? achieve a nationally recognised Level 2 qualification.