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Defines BTEC Specialist qualifications, their purpose, objectives, apprenticeship and progression opportunities, qualification structures, and centre resource requirements. Details programme delivery and comprehensive assessment processes: language of assessment, internal assessment, assignment and portfolio evidence, validity of decisions, authenticity, late completion, feedback, resubmissions, records, reasonable adjustments, special consideration, and appeals and malpractice. Includes unit-by-unit content and suggested resources and further publications.",{"@graph":69,"@context":122},[70,84,105],{"@type":71,"itemListElement":72},"BreadcrumbList",[73,77,79,82],{"item":74,"name":75,"@type":76,"position":8},"https://docshare.wps.com","Home","ListItem",{"item":78,"name":9,"@type":76,"position":14},"https://docshare.wps.com/document/",{"item":80,"name":20,"@type":76,"position":81},"https://docshare.wps.com/document/exam/",3,{"item":83,"name":65,"@type":76,"position":19},"https://docshare.wps.com/document/pearson-btec-level-3-certificate-and-diploma-for-customer-service-specialists-specification-first-teaching-february-2020/624239/",{"url":83,"name":65,"@type":85,"image":86,"author":91,"headline":65,"publisher":94,"fileFormat":97,"inLanguage":63,"description":67,"dateModified":98,"datePublished":99,"encodingFormat":97,"isAccessibleForFree":100,"interactionStatistic":101},"DigitalDocument",{"url":87,"@type":88,"width":89,"height":90},"https://docshare.wps.com/thumbnails/pearson-btec-level-3-certificate-and-diploma-for-customer-service-specialists-specification-first-teaching-february-2020/624239.png","ImageObject",300,407,{"name":92,"@type":93},"dhado","Person",{"url":74,"name":95,"@type":96},"DocShare","Organization","application/pdf","2026-11-05","2026-10-20",true,{"@type":102,"interactionType":103,"userInteractionCount":34},"InteractionCounter",{"@type":104},"ViewAction",{"@type":106,"mainEntity":107},"FAQPage",[108,114,118],{"name":109,"@type":110,"acceptedAnswer":111},"What is the first teaching date for the BTEC Level 3 Customer Service Specialists qualification?","Question",{"text":112,"@type":113},"The specification states first teaching is February 2020.","Answer",{"name":115,"@type":110,"acceptedAnswer":116},"How are knowledge and skills units assessed?",{"text":117,"@type":113},"Knowledge units are assessed using assignments, while skills units are assessed using a portfolio of evidence.",{"name":119,"@type":110,"acceptedAnswer":120},"What assessment arrangements are covered for internal assessment decisions?",{"text":121,"@type":113},"The document covers making valid assessment decisions, authenticity of learner work, late completion, feedback, resubmissions and retakes, and required administrative arrangements and records.","https://schema.org",{"og:url":83,"og:type":124,"og:title":65,"og:site_name":95,"og:description":67},"article",{"robots":126,"canonical":83},"index,follow",{"doc_id":128,"site_id":62},624239,1792501885,{"code":4,"msg":5,"data":131},{"doc_id":128,"user_id":132,"nickname":92,"user_avatar":133,"doc_module":4,"category_id":19,"category_name":20,"doc_title":65,"doc_description":67,"doc_content":134,"file_id":135,"file_url":136,"file_type":137,"file_size":138,"view_count":34,"is_deleted":4,"is_public":8,"is_downloadable":8,"audit_status":8,"page_count":139,"language":140,"language_code":63,"site_id":62,"html_lang":63,"table_of_contents":141,"faqs":142,"seo_title":143,"seo_description":67,"update_tm":144,"read_time":145},5909893218464,"https://ap-avatar.wpscdn.com/davatar_085a072bc5b1113ac321206ff7593b45","Pearson  \nBTEC Level 3 Certificate and Diploma for Customer Service Specialists  \nSpecification  \nBTEC Specialist qualification First teaching February 2020  \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](www.btec.co.uk)[ ](www.btec.co.uk)[or www.lcci.org.uk. Alternatively](or 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 96578 8  \nAll the material in this publication is copyright  \n© Pearson Education Limited 2020  \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 6  \nProgression opportunities 6  \n4 Qualification structures 7  \nPearson BTEC Level 3 Certificate for Customer Service Specialists 7  \nPearson BTEC Level 3 Diploma for Customer Service Specialists 8  \n5 Centre resource requirements 9  \n6 Access and recruitment 10  \nPrior knowledge, skills and understanding 10  \nAccess to qualifications for learners with disabilities or specific needs 10  \n7 Programme delivery 12  \n8 Assessment 13  \nLanguage of assessment 13  \nInternal assessment 13  \nAssessment of knowledge units using assignments 14  \nDesigning effective assignments for knowledge units 14  \nForms of evidence 15  \nAssessment of skills units using a portfolio 16  \nForms of evidence 16  \nMaking valid assessment decisions 18  \nAuthenticity of learner work 18  \nMaking assessment decisions using unit-based criteria 18  \nDealing with late completion of assignments 19  \nIssuing assessment decisions and feedback 19  \nResubmissions and retakes 19  \nAdministrative arrangements for internal assessment 20  \nRecords 20  \nReasonable adjustments to assessments 20  \nSpecial consideration 20  \nAppeals against assessment 21  \nDealing with malpractice in assessment 22  \n9 Recognising prior learning and achievement 24  \nRecognition of Prior Learning 24  \n10 Centre recognition and approval 25  \nApprovals agreement 25  \n11 Quality assurance of centres 26  \n12 Units 27  \nUnit 1: Understanding the Customer Service Environment 29  \nUnit 2: Understanding Customer Loyalty, Retention and Satisfaction 45  \nUnit 3: Understanding Continuous Improvement in Customer Service 65  \nUnit 4: Understanding Personal Effectiveness in a Customer Service  \nWork Environment 79  \nUnit 5: Delivering Solution-focused Customer Service 103  \nUnit 6: Managing Challenging Customers and Situations 115  \nUni","cbCaibN2GMRw0gk1","https://ap.wps.com/l/cbCaibN2GMRw0gk1","pdf",862269,167,"English","# Contents\n## 1 Introducing BTEC Specialist qualifications\n## 2 Qualification summary and key information\n## 3 Qualification purpose\n## 4 Qualification structures\n## 5 Centre resource requirements\n## 6 Access and recruitment\n## 7 Programme delivery\n## 8 Assessment\n## 9 Recognising prior learning and achievement\n## 10 Centre recognition and approval\n## 11 Quality assurance of centres\n## 12 Units\n## 13 Suggested teaching resources\n## 14 Further information and useful publications\n## 15 Professional development and training\n## Annexe A\n## Annexe B","[{\"question\":\"What is the first teaching date for the BTEC Level 3 Customer Service Specialists qualification?\",\"answer\":\"The specification states first teaching is February 2020.\"},{\"question\":\"How are knowledge and skills units assessed?\",\"answer\":\"Knowledge units are assessed using assignments, while skills units are assessed using a portfolio of evidence.\"},{\"question\":\"What assessment arrangements are covered for internal assessment decisions?\",\"answer\":\"The document covers making valid assessment decisions, authenticity of learner work, late completion, feedback, resubmissions and retakes, and required administrative arrangements and records.\"}]","Pearson BTEC Level 3 Certificate and Diploma for Customer Service Specialists - Specification - First teaching February 2020 | PDF",1792473191,421]