How you’d get it
How you’d get this certificate
- Zavmo teaches you. You learn the units one-to-one with an AI tutor, on your own work.
- You register with an approved centre. That is a college, training provider or employer Pearson Education Ltd has approved to offer this qualification. Zavmo is not an approved centre, so you register with them, not with us.
- The centre assesses, and Pearson Education Ltd awards. A qualified assessor at the centre judges your evidence, and the certificate comes from Pearson Education Ltd.
01What it is
Our Edexcel NVQ and competence-based qualifications are available in a comprehensive range of work sectors.
These are the units Pearson Education Ltd registers against this qualification. It is a catalogue, not a syllabus. Which of them you take depends on the combination the qualification requires, and that is set by the awarding body rather than by us. Every unit here is regulated. Zavmo teaches towards them on your own work, and work done here is recognised as prior learning under the agreements we hold.
Zavmo is not an awarding body, is not an approved centre, and is not affiliated with Pearson Education Ltd. It does the teaching and the mapping. Pearson Education Ltd sets this qualification and awards it, and a qualified human assessor makes the assessment decision.
Free first step
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02The units
What each unit actually teaches you to do
Bespoke Software Real unit · Pearson Education Ltd
You'll learn to use bespoke software applications effectively, including accurate data input, combining information from multiple sources, organising and retrieving data efficiently, and utilising software functions to process and present information.
What you'll be able to do
- Input information into bespoke applications accurately and efficiently
- Combine information from different sources using bespoke applications
- Use appropriate data structures within the bespoke software to organise information effectively
- Retrieve information efficiently using the software's search and filtering functions
- Use the software's functions to process information according to specified requirements
- Present information clearly and effectively using the software's reporting and display features
Buddy a colleague to develop their skills Real unit · Pearson Education Ltd
This unit develops learners' understanding of buddying colleagues to support skill development. You'll plan buddying arrangements, set objectives, and provide guidance and feedback to assist colleagues in work activities.
What you'll be able to do
- Understand the role of a buddy in supporting a colleague's skills development
- Plan a buddying arrangement, including setting objectives and agreeing on support activities
- Support a buddy colleague in carrying out work activities, providing guidance and feedback as needed
Carry out customer service handovers Real unit · Pearson Education Ltd
You'll gain knowledge of the customer service handover process, including planning and executing handovers. The unit emphasises clear communication, understanding roles and responsibilities, and following organisational procedures to ensure continuity of service.
What you'll be able to do
- Understand the customer service handover process, including the roles and responsibilities of those involved.
- Plan customer service handovers, ensuring all relevant information is communicated effectively.
- Carry out customer service handovers, adhering to organisational procedures and customer service standards.
Carry out direct sales activities in a contact centre Real unit · Pearson Education Ltd
This unit develops learners' ability to carry out direct sales activities within a contact centre. You'll gather relevant customer information, conduct sales ethically, maintain accurate records, and comply with applicable regulations and legislation.
What you'll be able to do
- Gather the necessary information required for direct sales activities within a contact centre environment
- Carry out direct sales activities to customers effectively through a contact centre
- Maintain accurate and up-to-date direct sales records within a contact centre
- Comply with relevant regulations and legislation during direct sales activities in a contact centre
- Understand how to conduct sales activities ethically and effectively in a contact centre
Communicate verbally with customers Real unit · Pearson Education Ltd
This unit covers effective verbal communication principles in customer service. You'll learn to use appropriate language, active listening, and clear communication techniques to interact professionally with customers.
What you'll be able to do
- Understand the principles of effective verbal communication with customers
- Use appropriate customer service language when communicating verbally with customers
Communicate with customers in writing Real unit · Pearson Education Ltd
This unit covers the principles of effective written communication with customers. You'll understand the importance of clarity and conciseness, plan written communications using appropriate language and formats, and develop skills to communicate effectively in writing.
What you'll be able to do
- Understand the principles of effective written communication with customers
- Plan written communications to customers, considering their needs and the purpose of the communication
- Communicate with customers in writing, using appropriate language and format
Contribute to the organisation of an event Real unit · Pearson Education Ltd
It teaches you to contribute to event organisation by understanding planning, logistics, and risk management principles. You'll carry out pre-event preparations, set up events, and perform post-event actions to ensure smooth operation and safety.
What you'll be able to do
- Understand the key principles of event organisation, including planning, logistics, and risk management
- Carry out pre-event actions, such as venue preparation and resource allocation, according to the event plan
- Set up an event, ensuring all equipment and facilities are in place and functioning correctly
- Carry out post-event actions, including dismantling equipment, clearing the venue, and evaluating the event's success
Deal with incidents through a contact centre Real unit · Pearson Education Ltd
This unit equips learners with skills to manage incidents through a contact centre. You'll follow established procedures to deal with incidents, use communication systems to deploy resources, escalate issues appropriately, and communicate effectively with customers during resolution.
What you'll be able to do
- Deal with incidents effectively through a contact centre
- Use contact centre communications systems to deploy incident management resources efficiently
- Understand how to deal with incidents in a contact centre environment, including procedures and protocols
Deal with incoming telephone calls from customers Real unit · Pearson Education Ltd
This unit equips learners with knowledge of standard procedures and etiquette for handling incoming customer telephone calls. You'll practise establishing call purposes and responding to customer questions and requests professionally.
What you'll be able to do
- Understand the procedures for dealing with incoming telephone calls from customers
- Establish the purpose of incoming customer calls efficiently
- Deal with customer questions and requests effectively and professionally
Deliver customer service Real unit · Pearson Education Ltd
This unit covers the principles of effective customer service delivery and its impact on brand reputation. You'll prepare to meet customer needs, apply communication techniques, provide service, and support continuous improvements in service quality.
What you'll be able to do
- Understand the principles of effective customer service delivery
- Understand the relationship between customer service and a brand's reputation and customer loyalty
- Prepare to deal with customers in a professional and efficient manner
- Provide customer service that meets customer needs and expectations
- Support improvements to customer service delivery by identifying areas for development and suggesting solutions
Deliver customer service to challenging customers Real unit · Pearson Education Ltd
This unit equips learners with techniques for delivering customer service to challenging customers. You'll learn to maintain professionalism, de-escalate tense situations, and manage challenging behaviours effectively.
What you'll be able to do
- Understand the specific techniques and considerations for delivering customer service to challenging customers
- Deal with challenging customers in a calm, professional, and effective manner, de-escalating situations where possible
Deliver customer service whilst working on customers’ premises Real unit · Pearson Education Ltd
You'll understand how to deliver customer service while working on customers' premises, emphasising professionalism, safety, and effective communication. The unit covers maintaining a professional appearance, identifying hazards, and resolving customer issues in situ.
What you'll be able to do
- Understand how to deliver excellent customer service whilst working on customers’ premises, considering factors such as professionalism and safety
- Deliver customer service effectively and professionally whilst working on customers’ premises
Develop customer relationships Real unit · Pearson Education Ltd
This unit covers the principles and practices involved in developing effective customer relationships. You'll understand key elements of positive customer experiences, factors impacting relationships, and the importance of customer relationship management for organisational success.
What you'll be able to do
- Understand the principles of developing effective customer relationships within a business context
- Understand the importance of customer relationship management for organisational success
- Develop positive and professional relationships with customers
- Maintain customer relationships through effective communication and service
Develop working relationships with colleagues Real unit · Pearson Education Ltd
You'll understand the principles of effective team working and develop skills to maintain positive working relationships with colleagues. The unit includes communication, collabouration, problem-solving, and overcoming barriers to support a productive team environment.
What you'll be able to do
- Understand the principles of effective team working, including communication, collaboration, and mutual respect
- Maintain effective working relationships with colleagues through clear communication and active listening
- Collaborate with colleagues to identify and resolve problems effectively
- Contribute positively to a team environment by supporting and encouraging colleagues
Employee rights and responsibilities Real unit · Pearson Education Ltd
This unit provides learners with an understanding of the roles of trade unions, government agencies, and industry bodies in employment. You'll also explore employers' expectations and employees' rights and obligations in the workplace.
What you'll be able to do
- Understand the roles of different organisations and industries in relation to employment
- Understand employers’ expectations regarding employee conduct and performance
- Understand employees’ rights and obligations in the workplace, including legal and ethical considerations
Exceed customer expectations Real unit · Pearson Education Ltd
You'll understand principles and techniques for exceeding customer expectations. They will identify opportunities to personalise service, anticipate customer needs, and build rapport to enhance customer satisfaction.
What you'll be able to do
- Understand the principles and techniques involved in exceeding customer expectations
- Exceed customer expectations in a professional and effective manner
Gather, analyse and interpret customer feedback Real unit · Pearson Education Ltd
You'll study methods for gathering, analysing, and interpreting customer feedback to improve service quality. The unit includes planning feedback collection, executing data gathering, analysing results, and recommending service improvements based on customer insights.
What you'll be able to do
- Understand the methods used to gather, analyse and interpret customer feedback to improve customer service
- Plan the collection of customer feedback on customer service issues, using appropriate methods
- Gather customer feedback using a range of techniques, in line with organisational procedures
- Analyse and interpret customer feedback to identify trends and recommend improvements to customer service
Handling objections and closing sales Real unit · Pearson Education Ltd
This unit equips learners with knowledge and skills to handle sales objections and close sales effectively. You'll explore common objections, techniques for addressing concerns, active listening, closing methods, and confirming customer commitment.
What you'll be able to do
- Understand how to handle sales objections effectively, using appropriate techniques and strategies.
- Understand how to close the sale, securing commitment from the customer.
- Handle objections from customers, addressing their concerns and providing solutions.
- Close the sale, confirming the agreement and next steps with the customer.
Health and Safety Procedures in the Workplace Real unit · Pearson Education Ltd
You'll understand key health and safety legislation and workplace procedures, including accident reporting and risk assessments. They will be able to carry out tasks safely, use personal protective equipment correctly, and identify potential hazards.
What you'll be able to do
- Know the relevant health and safety procedures applicable in the workplace
- Carry out tasks in accordance with health and safety procedures in the workplace
Make telephone calls to customers Real unit · Pearson Education Ltd
You'll learn to make professional telephone calls to customers. The unit covers telephone etiquette, effective communication elements, planning calls with clear objectives, preparing relevant information, and conducting calls in line with organisational procedures.
What you'll be able to do
- Understand how to make telephone calls to customers in a professional and effective manner.
- Plan telephone calls to customers, preparing relevant information and objectives.
- Make telephone calls to customers, adhering to organisational procedures and customer service standards.
Manage diary systems Real unit · Pearson Education Ltd
It teaches you to understand the management of diary systems, including both paper-based and electronic types. You'll learn to schedule appointments, prioritise commitments, and maintain accurate records to support effective time management.
What you'll be able to do
- Understand the principles of managing diary systems effectively
- Understand the different types of diary systems and their features
- Manage diary systems, including scheduling appointments and meetings
- Prioritise appointments and manage conflicting commitments
- Maintain accurate and up-to-date diary records
Manage personal performance and development Real unit · Pearson Education Ltd
It teaches you to manage their personal performance and development in alignment with organisational objectives. You'll prioritise tasks, manage workload and time effectively, identify development needs, and implement a personal development plan.
What you'll be able to do
- Manage personal performance in line with organisational objectives and procedures
- Manage their own time and workload to meet agreed deadlines and targets
- Identify their own development needs to enhance personal performance
- Fulfil a personal development plan to improve skills and knowledge
Meeting customers’ after sales needs Real unit · Pearson Education Ltd
You'll learn to investigate and handle customer after sales needs according to organisational procedures. The unit covers effective communication, record keeping, resolving issues such as returns, and reviewing processes to identify improvements.
What you'll be able to do
- Investigate customer after sales needs, taking into account relevant organisational procedures.
- Handle customers’ after sales needs in a professional and timely manner.
- Review the after sales process to identify areas for improvement.
Negotiate in a business environment Real unit · Pearson Education Ltd
This unit develops learners' understanding of negotiation principles and strategies in a business environment. You'll prepare for negotiations, identify styles and strategies, gather information, communicate effectively, and work towards mutually beneficial outcomes.
What you'll be able to do
- Understand the key principles of effective negotiation, including preparation, communication, and compromise
- Understand different negotiation styles and strategies
- Gather information and analyse the needs and interests of all parties involved in a business negotiation
- Develop a negotiation strategy and plan, including identifying objectives and potential concessions
- Communicate effectively and build rapport with other parties during business negotiations
- Use persuasive techniques and negotiation tactics to achieve desired outcomes
- Reach mutually beneficial agreements and document the terms of the negotiation
Principles of customer service Real unit · Pearson Education Ltd
You'll explore the principles of customer service, including its significance to organisational success and the key elements of excellent service. The unit also covers relevant legal and ethical requirements and how to deliver effective customer service that meets customer expectations.
What you'll be able to do
- Understand the principles of customer service and its importance to an organisation
- Understand how legal and ethical requirements relate to the delivery of customer service
- Understand how to deliver effective customer service that meets customer needs and expectations
- Understand the importance of managing customer service information in accordance with organisational and legal requirements
Principles of equality and diversity in the workplace Real unit · Pearson Education Ltd
You'll explore equality and diversity principles, including relevant legislation and organisational standards. The unit covers forms of discrimination and the consequences of discriminatory behaviour for individuals and organisations.
What you'll be able to do
- Understand the implications of equality legislation for organisations and individuals in the workplace
- Understand organisational standards and expectations for promoting equality and diversity in the workplace context
Process information about customers Real unit · Pearson Education Ltd
You'll explore methods for processing customer information in compliance with organisational procedures and data protection principles. They will develop skills to accurately input and update customer data within designated systems.
What you'll be able to do
- Understand the methods used to process customer information in line with organisational procedures
- Accurately process customer information according to organisational guidelines
Processing sales orders Real unit · Pearson Education Ltd
It teaches you to understand and perform sales order processing and follow-up. You'll accurately process orders according to organisational procedures and manage potential issues to ensure customer satisfaction.
What you'll be able to do
- Understand the processes involved in processing and following up sales orders
- Accurately process sales orders according to organisational procedures
- Follow up on sales order processing to ensure customer satisfaction
Promote additional products and/or services to customers Real unit · Pearson Education Ltd
This unit provides learners with knowledge of promoting additional products and services to customers. You'll understand promotional principles, methods, and factors influencing customer purchasing decisions to support effective sales.
What you'll be able to do
- Understand the principles and methods of promoting additional products and/or services to customers
- Promote additional products and/or services to customers in a way that is beneficial to both the customer and the organisation
Provide post-transaction customer service Real unit · Pearson Education Ltd
You'll understand the importance of post-transaction customer service in fostering loyalty. The unit covers methods such as follow-up communications and feedback collection to enhance customer experience and identify improvement areas.
What you'll be able to do
- Understand the importance and methods of providing excellent post-transaction customer service
- Provide post-transaction customer service that meets customer needs and enhances their overall experience
Provide reception services Real unit · Pearson Education Ltd
You'll understand the range of services provided at a reception area and the importance of professionalism. The unit covers handling enquiries, directing visitors, managing appointments, and maintaining a clean and organised reception environment.
What you'll be able to do
- Understand the range of services typically provided at a reception area
- Understand the importance of providing a professional and welcoming reception service
- Provide a reception service that meets the needs of visitors and staff
- Handle enquiries, direct visitors and manage appointments effectively
Resolve customer service problems Real unit · Pearson Education Ltd
This unit covers procedures for resolving customer service problems. You'll learn to address issues promptly and empathetically, manage unresolved problems, and maintain customer and organisational satisfaction.
What you'll be able to do
- Understand the processes and procedures for resolving customer service problems effectively
- Resolve customer service problems to the satisfaction of the customer and the organisation
- Manage unresolved customer service problems, escalating them appropriately and documenting the process
Resolve customers’ complaints Real unit · Pearson Education Ltd
You'll gain knowledge of monitoring and resolving customer complaints. The unit covers complaint handling stages and key performance indicators, enabling learners to respond effectively to achieve satisfactory resolutions.
What you'll be able to do
- Understand the processes involved in monitoring and resolving customers’ complaints within an organisation
- Deal effectively with customers’ complaints, following established procedures and guidelines to achieve satisfactory resolutions
Support customer service improvements Real unit · Pearson Education Ltd
You'll develop an understanding of supporting customer service improvements through feedback gathering and analysis. The unit covers identifying improvement opportunities and assisting with the implementation of service enhancements.
What you'll be able to do
- Understand the methods used to support improvements to customer service within an organisation
- Identify opportunities for improvements to customer service based on customer interactions and feedback
- Support the implementation of agreed improvements to customer service, following organisational procedures
Support customers through real-time online customer service Real unit · Pearson Education Ltd
You'll develop knowledge and skills to support customers through real-time online customer service channels. The unit covers identifying customer needs, providing assistance, resolving queries, and adhering to legal and organisational requirements.
What you'll be able to do
- Understand how to support customers through real-time online customer service channels, such as live chat or instant messaging.
- Establish the customer service support needed by customers using real-time online communication.
- Support online customer service in real-time, resolving queries and providing assistance effectively.
Support customers using self-service equipment Real unit · Pearson Education Ltd
This unit provides learners with knowledge of self-service equipment used in customer service. You'll understand its purpose and benefits, identify different types of equipment, and develop skills to observe and support customers effectively when using such technology.
What you'll be able to do
- Understand the purpose and benefits of using self-service equipment to support customers
- Identify the type of help needed by customers when using self-service equipment
- Help customers to use self-service equipment effectively and efficiently
Understand customers Real unit · Pearson Education Ltd
You'll gain an understanding of different customer types and their characteristics. The unit covers the value of customers and loyalty to an organisation, and how to adapt communication styles to meet the needs of diverse customer groups.
What you'll be able to do
- Understand the different types of customers an organisation may encounter
- Understand the value of customers to an organisation
- Understand the importance of customer loyalty to an organisation
Understand employer organisations Real unit · Pearson Education Ltd
You'll gain an understanding of various organisational structures, such as hierarchical, matrix, and flat models, including their advantages and disadvantages. The unit also covers internal and external factors influencing organisational environments.
What you'll be able to do
- Understand different types of organisational structures, such as hierarchical, matrix and flat structures
- Understand the advantages and disadvantages of different organisational structures
- Understand the internal and external factors that influence the organisational environment
- Understand the impact of the organisational environment on business performance
- Understand the importance of effective communication and collaboration within an organisation
Use social media to deliver customer service Real unit · Pearson Education Ltd
You'll explore the role of social media in customer service within a business context. The unit covers benefits and risks of social media use, its impact on brand reputation, and developing effective communication techniques for managing customer interactions online.
What you'll be able to do
- Understand the role and impact of social media in a business environment
- Deal with customers effectively and professionally using social media platforms
03The standards
The national standards these units are built against
What the job actually needs, in the words employers and awarding bodies already use for the work itself.
- Standard
Deliver and evaluate customer service
- Standard
Deliver brand promise using social media
- Standard
Deliver products and services to customers
- Standard
Manage own performance in a continuing airworthiness environment
- Standard
Process information for electoral identity cards
04The credits
The credits, and who awards them
Level 2 credits are regulated, and they are awarded by Pearson Education Ltd rather than by Zavmo. They don’t vanish when a subscription ends or a website closes. They travel to any employer, and Zavmo keeps the map of what you have covered and what is next.
What you would be collecting
Bespoke SoftwareBuddy a colleague to develop their skillsCarry out customer service handoversCarry out direct sales activities in a contact centreCommunicate verbally with customersCommunicate with customers in writingContribute to the organisation of an eventDeal with incidents through a contact centre
Each one is a real unit registered against this qualification.
How you’d practise it
You don’t watch this. You do it.
You are not assessed on remembering this. You are assessed on applying it, analysing it, evaluating it and producing something. So that is what the practice is: projects, role play and your own live cases, with a tutor in the room.
The Coach · your practice partner Illustration The Coach You have to open the conversation in “Gather, analyse and interpret customer feedback”. Say the first line to me, exactly as you would say it to them.
You I wanted to have a quick chat about how things have been going recently.
The Coach That is the warning shot, and they will spend it worrying. Try the version that says what this is about in the first sentence.
- Rehearse the conversation Apply
“Gather, analyse and interpret customer feedback” is a conversation before it is a document. You have it with Zavmo playing the other person, badly at first, then again once you know what you actually want to say.
- Pitch it Evaluate
“Carry out direct sales activities in a contact centre” gets practised as a pitch. You make the case out loud, Zavmo asks the question the room would ask, and you make it again.
- Draft the real one Create
You do “Health and Safety Procedures in the Workplace” on a real document of your own. Zavmo works on the draft you have to send anyway, so the coursework and the job are the same piece of work.
- Map a live decision Analyse
“Manage diary systems” runs on a decision you are facing now. Zavmo maps it with you and shows what the second-order effect looks like before you find out the slow way.
What you leave holding
The standards this credential builds, in the shape the product keeps them
Nothing here is marked learned. There is no learner on a public page, so the map shows what the qualification covers rather than what anybody has done.
Pearson BTEC Level 2 Diploma in Customer Service
- Deliver and evaluate customer service
- Deliver brand promise using social media
- Deliver products and services to customers
- Manage own performance in a continuing airworthiness environment
- Process information for electoral identity cards
How you would learn this
One to one, on the work you already do
A tutor sets the task against your own job and marks the reasoning, at your pace. There is no cohort to fall behind.
A lesson from Bespoke Software, one of this qualification's own units.
Applied to your own work
Learners will develop skills to use bespoke software applications effectively, including accurate data input, combining information from multiple sources, organising and retrieving data efficiently, and utilising software functions to process and present information.
How the thinking builds
- 1 Remember
- 2 Understand
- 3 Apply
- 4 Analyse
- 5 Evaluate
- 6 Create
It is £70 a month, billed monthly. Your free first module is Future Fluency, and you can cancel any time. Teaching towards this qualification begins when you subscribe.
Built for Pearson BTEC Level 2 Diploma in Customer Service
39 units in this credential, in the order it lists them, awarded by Pearson Education Ltd.
- Bespoke Software
- Buddy a colleague to develop their skills
- Carry out customer service handovers
- Carry out direct sales activities in a contact centre
- Communicate verbally with customers
- Communicate with customers in writing
and 33 more in the full unit list below.
Free tools
Want a read on where you stand?
Three free tools, no account needed. Each one ends with a role, a level and a way in.
Learned on your own work, taught one-to-one.
Everything you just read, learned one-to-one on the job you already do. Your free first module is Future Fluency, so you can see how the teaching works before you pay for anything.
Build my plan, freeNo card. See how this qualification maps onto your role and meet the tutors who’d teach it, free. The learning begins when you subscribe. It’s £70 a month, billed monthly. Cancel any time and billing stops.
The title, level, credits, guided learning hours and unit learning outcomes on this page are taken from the Ofqual Register of Regulated Qualifications. Contains public sector information licensed under the Open Government Licence v3.0. Where this data comes from.