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\nFirst registration September 2014  \nIssue 4  \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 4. 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)  \n[This qualification was previously known as:](This qualification was previously known as:)  \nPearson BTEC Level 3 Diploma in Customer Service (QCF)  \nThe QN remains the same.  \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.  \nISBN 978 1 446 94055 6  \nAll the material in this publication is copyright © Pearson Education Limited 2017  \nSummary of Pearson BTEC Level 3 Diploma in Customer Service specification issue 4 changes  \n\n| Summary of changes made between previous issue and this current issue | Section\u003Cbr>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| Credit value range removed and replaced with lowest credit value for the shortest route through the qualification | Section 2 |\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| Reference to credit transfer within the QCF removed | Section 8 |\n| QCF references removed from unit titles and unit levels in all units | Section 11 |\n| Guided learning definition updated | Section 11 |\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 Pearson BTEC Combined (Competence  \nand Knowledge) qualifications 2  \nWhat are Combined (Competence and Knowledge) qualifications? 2  \nSizes of NVQ/Competence-based qualifications 2  \n2 Qualification summary and key information 4  \n3 Qualification rationale 6  \nQualification objectives 6  \nRelationship with previous qualifications 6  \nApprenticeships 6  \nProgression opportunities 7  \nIndustry support and recognition 7  \nRelationship with National Occupational Standards 7  \n4 Qualification structure 8  \nPearson BTEC Level 3 Diploma in Customer Service 8  \n5 Programme delivery 11  \nElements of good practice 11  \nLearner recruitment, preparation and support 11  \nTraining and assessment delivery 12  \nEmployer eng","cbCail0gOVHhxNwR","https://ap.wps.com/l/cbCail0gOVHhxNwR","pdf",2208236,357,"English","# Purpose of this specification\n# 1 Introducing Pearson BTEC Combined (Competence and Knowledge) qualifications\n## What are Combined (Competence and Knowledge) qualifications?\n## Sizes of NVQ/Competence-based qualifications\n# 2 Qualification summary and key information\n# 3 Qualification rationale\n# 4 Qualification structure\n# 5 Programme delivery\n## Elements of good practice\n## Learner recruitment, preparation and support\n## Employer engagement\n# 6 Centre resource requirements\n# 7 Access and recruitment\n# 8 Assessment\n## Language of assessment\n## Competence units – internal assessment\n## Knowledge units – external and internal assessment\n# 9 Centre recognition and approval\n# 10 Quality assurance of centres\n# 11 Unit format\n# Units (customer service unit list)","[{\"question\":\"What does Issue 4 cover for the Pearson BTEC Level 3 Diploma in Customer Service?\",\"answer\":\"Issue 4 provides the current specification and highlights key changes from the previous issue, covering qualification features, delivery, resources, access, recognition, and assessment requirements.\"},{\"question\":\"How are competence and knowledge units assessed in this specification?\",\"answer\":\"Competence units use internal assessment, while knowledge units use both external and internal assessment, with an assessment strategy describing evidence types and assessment arrangements.\"},{\"question\":\"What centre requirements and quality assurance responsibilities are included?\",\"answer\":\"The specification sets out general and specific centre resource requirements, centre recognition and approvals agreements, and quality assurance of centres to support consistent delivery and assessment.\"}]","Pearson BTEC Level 3 Diploma in Customer Service - Issue 4 - Specification changes summary | PDF",1792472733,900]