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qualifications First teaching June 2019  \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 qualification websites [at www.edexcel.com](at www.edexcel.com), [www.btec.co.uk or](www.btec.co.uk or)[ ](www.btec.co.uk or)[www.lcci.org.uk. Alternatively](www.lcci.org.uk. Alternatively), you can get in touch with us using the details on our contact us page [at qualifications.pearson.com/contactus](at 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](at qualifications.pearson.com)  \n[References to third party material made in this specification are made in good faith. Pearson does not](References to third party material made in this specification are made in good faith. Pearson does not)[ ](References 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 may be 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.  \nISBN 978 1 446 96107 0  \nAll the material in this publication is copyright  \n© Pearson Education Limited 2019  \nContents  \n1 Introducing BTEC Specialist qualifications 1  \nWhat are BTEC Specialist qualifications? 1  \nSizes of BTEC Specialist qualifications 1  \n2 Qualification summary and key information 3  \n3 Qualification purpose 5  \nQualifications objectives 5  \nApprenticeships 7  \nProgression opportunities 7  \n4 Qualification structures 8  \nPearson BTEC Level 2 Certificate for Customer Service Practitioners 8  \nPearson BTEC Level 2 Diploma for Customer Service Practitioners 9  \n5 Centre resource requirements 10  \n6 Access and recruitment 11  \nPrior knowledge, skills and understanding 11  \nAccess to qualifications for learners with disabilities or specific needs 11  \n7 Programme delivery 12  \n8 Assessment 13  \nLanguage of assessment 13  \nInternal assessment – knowledge units 14  \nAssessment through assignments 14  \nDesigning effective assignments 14  \nProviding an assignment brief 15  \nForms of evidence 16  \nMaking valid assessment decisions 17  \nAuthenticity of learner work 17  \nMaking assessment decisions using unit-based criteria 18  \nDealing with late completion of assignments 18  \nIssuing assessment decisions and feedback 19  \nResubmissions and retakes 19  \nForms of evidence 20  \nAdministrative arrangements for internal assessment 22  \nRecords 22  \nReasonable adjustments to assessments 22  \nSpecial consideration 22  \nAppeals against assessment 23  \nDealing with malpractice in assessment 24  \nInternal assessment 24  \nLearner malpractice 24  \nTeacher/centre malpractice 25  \nSanctions and appeals 26  \n9 Recognising prior learning and achievement 27  \nRecognition of Prior Learning 27  \n10 Centre recognition and approval 28  \nApprovals agreement 28  \n11 Quality assurance of centres 29  \n12 Units 30  \nUnit 1: Understanding Your Employer Organisation 33  \nUnit 2: Understanding How to Deliver High-Quality Customer Service 45  \nUnit 3: Understanding Personal Effectiveness in a Customer Service Work Environment 59  \nUnit 4: Understanding Communication in a Customer Service Environment 77  \nUnit 5: Communicating with Customers Effect","cbCaivcJNPCUZTOZ","https://ap.wps.com/l/cbCaivcJNPCUZTOZ","pdf",854615,150,"English","# Introducing BTEC Specialist qualifications\n## What are BTEC Specialist qualifications?\n## Sizes of BTEC Specialist qualifications\n# Qualification summary and key information\n# Qualification purpose\n## Qualifications objectives\n## Apprenticeships\n## Progression opportunities\n# Qualification structures\n## Pearson BTEC Level 2 Certificate for Customer Service Practitioners\n## Pearson BTEC Level 2 Diploma for Customer Service Practitioners\n# Centre resource requirements\n# Access and recruitment\n## Prior knowledge, skills and understanding\n## Access to qualifications for learners with disabilities or specific needs\n# Programme delivery\n# Assessment\n## Language of assessment\n## Internal assessment – knowledge units\n## Assessment through assignments\n## Designing effective assignments\n## Providing an assignment brief\n## Forms of evidence\n## Making valid assessment decisions\n## Authenticity of learner work\n## Dealing with late completion of assignments\n## Issuing assessment decisions and feedback\n## Resubmissions and retakes\n## Administrative arrangements for internal assessment\n## Records\n## Reasonable adjustments to assessments\n## Special consideration\n## Appeals against assessment\n## Dealing with malpractice in assessment\n## Learner malpractice\n## Teacher/centre malpractice\n## Sanctions and appeals\n# Recognising prior learning and achievement\n# Centre recognition and approval\n# Quality assurance of centres\n# Units","[{\"question\":\"What is the purpose of the BTEC Specialist qualifications in this specification?\",\"answer\":\"BTEC Specialist qualifications provide work-related knowledge, understanding, and skills for a specific occupational area, and they support career development and Apprenticeship Standards through applied learning in realistic work contexts.\"},{\"question\":\"How is internal assessment described in the document?\",\"answer\":\"The specification explains internal assessment approaches including knowledge units, assessment through assignments, designing effective assignments, providing assignment briefs, and using unit-based criteria to make valid assessment decisions.\"},{\"question\":\"What assessment governance topics are covered?\",\"answer\":\"It covers evidence requirements, authenticity of learner work, handling late completion, feedback and issuing assessment decisions, resubmissions and retakes, reasonable adjustments, special consideration, appeals, and procedures for learner and teacher/centre malpractice.\"}]","Pearson BTEC Level 2 Certificate and Diploma for Customer Service Practitioners - Specification | PDF",1792473159,378]