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of Customer Service  \nPearson  \nBTEC Level 1 Certificate in Principles of Customer Service  \nSpecification  \nBTEC Specialist qualification First teaching January 2015  \nIssue 2  \nEdexcel, BTEC and LCCI qualifications  \nEdexcel, BTEC and LCCI qualifications are awarded by Pearson, the UK’s largest awarding body offering academic and vocational qualifications that are globally recognised and benchmarked. For further information, please visit our qualifications website at [qualifications.pearson.com. Alternatively](qualifications.pearson.com. Alternatively), you can get in touch with us using the details on our contact us page at [qualifications.pearson.com/contactus](qualifications.pearson.com/contactus)  \nAbout Pearson  \nPearson is the world's leading learning company, with 35,000 employees in more than 70 countries working to help people of all ages to make measurable progress in their lives through learning. We put the learner at the centre of everything we do, because wherever learning flourishes, so do people. Find out more about how we can help you and your learners at [qualifications.pearson.com](qualifications.pearson.com)  \nThis specification is Issue 2. Key changes are listed in the summary table on the next page. We will inform centres of any changes to this issue. The latest issue can be found on the Pearson website: [qualifications.pearson.com](qualifications.pearson.com)  \nReferences to third party material made in this specification are made in good faith. Pearson does not endorse, approve or accept responsibility for the content of materials, which maybe subject to change, or any opinions expressed therein. (Material may include textbooks, journals, magazines and other publications and websites.)  \nAll information in this specification is correct at time of publication.  \nThese qualifications were previously known as:  \nPearson BTEC Level 1 Award and Certificate in Principles of Customer Service (QCF) The QNs remain the same.  \nISBN 978 1 446 93926 0  \nAll the material in this publication is copyright © Pearson Education Limited 2017  \nSummary of Pearson  \nBTEC Level 1 Award and Certificate  \nin Principles of Customer Service specification Issue 2 changes  \n\n| Summary of changes made between previous issue and this current issue | Page/section number |\n| --- | --- |\n| All references to QCF have been removed throughout the specification |  |\n| Definition of TQT added | Section 1 |\n| Definition of sizes of qualifications aligned to TQT | Section 1 |\n| TQT value added | Section 2 |\n| GLH range removed and replaced with lowest GLH value for the shortest route through the qualification | Section 2 |\n| QCF references removed from unit titles and unit levels in all units | Section 12 |\n| Guided learning definition updated | Section 12 |\n\nEarlier issue(s) show(s) previous changes.  \nIf you need further information on these changes or what they mean, contact us via our website at: [qualifications.pearson.com/en/support/contact-us.html](qualifications.pearson.com/en/support/contact-us.html).  \nContents  \nPurpose of this specification 1  \n1 Introducing BTEC Specialist qualifications 3  \nWhat are BTEC Specialist qualifications? 3  \n2 Qualification summary and key information 4  \nQualification Number and qualification title 6  \nQualification objective 6  \nRelationship with previous qualifications 7  \nProgression opportunities through Pearson qualifications 7  \nIndustry support and recognition 7  \n3 Qualification structures 8  \nPearson BTEC Level 1 Award in Principles of Customer Service 8  \nPearson BTEC Level 1 Certificate in Principles of Customer Service 9  \n4 Assessment 10  \n5 Recognising prior learning and achievement 11  \nRecognition of Prior Learning 11  \n6 Centre resource requirements 12  \nGeneral resource requirements 12  \nSpecific resource requirements 12  \n7 Centre recognition and approval 13  \nApprovals agreement 13  \n8 Quality assurance of centres 14  \n9 Programme deliver","cbCaiuQxtzDT0H8z","https://ap.wps.com/l/cbCaiuQxtzDT0H8z","pdf",725434,94,"English","# Purpose of this specification\n# Introducing BTEC Specialist qualifications\n# Qualification summary and key information\n# Qualification structures\n# Assessment\n# Recognising prior learning and achievement\n# Centre resource requirements\n# Centre recognition and approval\n# Quality assurance of centres\n# Programme delivery\n# Access and recruitment\n# Access to qualifications for learners with disabilities or specific needs\n# Units\n## Unit 1: Customer Service Principles\n## Unit 2: Understanding How to Work in a Customer Service Role\n## Unit 3: Communicating With Customers\n## Unit 4: Understanding How to Manage Personal Performance and Development\n## Unit 5: Career Progression\n## Unit 6: Health and Safety at Work\n## Unit 7: Understanding How to Deal with Customers’ Requests, Queries and Problems\n## Unit 8: Principles of Social Media for Business Use\n## Unit 9: Investigating Rights and Responsibilities at Work\n## Unit 10: Using a CV and Covering Letter to Apply for a Job\n# Further information and useful publications\n# Professional development and training\n# Annexe A\n## Unit mapping overview","[{\"question\":\"What is the purpose of this BTEC Specialist qualification specification?\",\"answer\":\"It defines the qualifications’ objective, prerequisites and prior knowledge, required units (including optional routes), assessment requirements, and the knowledge, skills, and understanding that will be assessed, including assessment methods and attainment criteria.\"},{\"question\":\"What changed in Issue 2 compared with the previous issue?\",\"answer\":\"Issue 2 removes references to QCF throughout the specification, adds and updates TQT-related definitions and values, replaces GLH guidance with the lowest GLH for the shortest route, updates guided learning definitions, and updates unit title/level references in units.\"},{\"question\":\"What topics are covered by the qualification units?\",\"answer\":\"The units cover customer service principles, working in a customer service role, communicating with customers, managing personal performance and development, career progression, health and safety at work, handling requests/queries/problems, social media principles for business use, employment rights and responsibilities, and job applications using a CV and covering letter.\"}]","BTEC Level 1 Award and Certificate in Principles of Customer Service - Issue 2 - Specification changes | PDF",1792462512,237]