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Qualification details

Edexcel Level 2 BTEC Certificate in Customer Service

Qualification summary

This qualification is designed for those who have frequent direct contact with customers as part of their job role. Learners will have the opportunity to develop their knowledge and understanding of customer service. Learners will gain an understanding of what customer service means, how to satisfy customers and how customer service delivery contributes to an organisation’s reputation. Learners will also gain an appreciation of the rules which affect customer service delivery such as legislation and internal organisational procedures. This qualification is assessed through a singe on-screen test. It has been approved as a technical certificate on the Customer Service Apprenticeship framework.

Qualification details

500/3937/4
EDEXCEL - Edexcel Limited
2
VRQ - Vocationally-Related Qualification
Accreditation start date:
01/05/2008
Operational start date in centres:
01/05/2008
Accreditation end date:
30/04/2010
Certification end date:
30/04/2012
England
Pre 16, 16-18, 18+, 19+
Wales
Pre 16, 16-18, 18+, 19+
N.Ireland
Pre 16, 16-18, 18+, 19+
Approval start date:
19/05/2008
Approval end date:
30/04/2010
English
This qualification is approved as a technical certificate on the Apprenticeship framework. Learners completing this qualification could progress to other Level 2 vocational qualifications such as the Level 2 BTEC First Certificate/Diploma in Business, or to the Level 2 NVQ in Customer Service; to Level 3 qualifications such as the Level 3 BTEC National Certificate/Diploma in Business or the Level 3 NVQ in Customer Service; they could also progress to employment, to work in suitable customer service roles eg sales/retail staff, staff working on service desks or call centre staff.
No specific job occupation
  • 15 Business, Administration and Law
    • 15.2  Administration
80
Pass
Multiple Choice Examination
Both units will be assessed through one computer-based multiple-choice test. This test will holistically assess the underpinning knowledge and understanding of the core units of the Level 2 NVQ in Customer Service.
Performance Measures
This qualification will consist of two mandatory units.
  • T/501/5890 - Understanding Customer Service
  • A/501/5891 - Understanding the Rules for Customer Service