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
Try a free Future Fluency lesson first
The free part is a Future Fluency lesson on using AI at work. It is not part of this qualification. Next, a free account. We build your plan for this qualification as you set up. Teaching towards this qualification begins when you subscribe.
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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 input, combine, and verify data using bespoke software. The unit includes creating and modifying data structures and utilising software functions to organise, process, and present information efficiently.
What you'll be able to do
- Input and combine information accurately using bespoke software applications
- Create and modify appropriate data structures within bespoke software to organise and retrieve information efficiently
- Exploit the functions of bespoke software effectively to process and present information in a suitable format
Buddy a colleague to develop their skills Real unit · Pearson Education Ltd
You'll gain knowledge of buddying colleagues to support skill development. The unit covers planning buddy arrangements, setting objectives, and providing guidance and feedback to effectively support colleagues in their 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
Build and maintain effective customer relations Real unit · Pearson Education Ltd
This unit develops learners' ability to build and maintain effective customer relationships by establishing rapport and trust. You'll adapt communication styles, assess relationship scope, and review and improve customer interactions to support business success.
What you'll be able to do
- Understand how to build effective relationships with customers in a business context
- Determine the scope for building effective relationships with customers, considering their needs and expectations
- Develop effective relationships with customers through appropriate communication and interaction
- Review and improve relationships with customers based on feedback and performance data
Buyer behaviour in sales situations Real unit · Pearson Education Ltd
You'll explore buyer behaviour models and their impact on the sales cycle. The unit covers psychological and sociological influences on purchasing decisions and responding appropriately at each stage of the buyer's decision-making process.
What you'll be able to do
- Understand the impact of different models of buyer behaviour on the sales cycle, including the psychological and sociological factors that influence purchasing decisions.
- Respond to the buyer at each stage of the decision-making process, adapting communication and sales techniques to meet their specific needs and concerns.
Champion customer service Real unit · Pearson Education Ltd
It teaches you to understand the role of championing customer service within an organisation. You'll identify areas for improvement, analyse customer feedback, and promote initiatives to enhance the overall customer experience.
What you'll be able to do
- Understand how to champion customer service within an organisation
- Identify the scope for improvements to customer service processes and procedures
- Champion customer service initiatives and improvements
Collaborate with other departments Real unit · Pearson Education Ltd
This unit covers the principles and benefits of collabouration between departments within an organisation. You'll identify opportunities and barriers to collabouration and develop skills to work productively with other departments.
What you'll be able to do
- Understand how to collaborate effectively with other departments within an organisation
- Identify opportunities for collaboration with other departments to achieve common goals
- Collaborate with other departments, contributing to a positive and productive working relationship
Communicate verbally with customers Real unit · Pearson Education Ltd
You'll develop skills in verbal communication with customers, including active listening and using appropriate customer service language. The unit addresses barriers to effective communication and the use of greetings and closing remarks to enhance interactions.
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 focuses on effective written communication with customers. You'll plan and produce clear, concise written messages using appropriate formats and language to meet customer needs and enhance communication effectiveness.
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. You'll carry out pre-event, event setup, and post-event actions, ensuring effective coordination 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
Deliver customer service to challenging customers Real unit · Pearson Education Ltd
You'll learn to deliver customer service to challenging customers. The unit covers recognising challenging behaviours, maintaining professionalism, and applying techniques to de-escalate tense situations 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 whilst working on customers’ premises, emphasising professionalism, safety, and effective communication. The unit develops skills to maintain a professional demeanour and manage risks in customer environments.
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 a social media strategy for customer service Real unit · Pearson Education Ltd
You'll gain knowledge of developing a customer service social media strategy, including identifying target audiences, selecting appropriate platforms, and defining measurable objectives. The unit also covers promoting the benefits of social media networking in customer service.
What you'll be able to do
- Understand the development of a customer service social media strategy, including identifying target audiences, selecting appropriate platforms, and setting measurable objectives.
- Develop a customer service social media strategy, outlining key activities, resource requirements, and risk management considerations.
- Promote the benefits of social media networking to customer service, highlighting its potential to improve customer engagement, build brand loyalty, and enhance reputation.
Develop customer relationships Real unit · Pearson Education Ltd
You'll explore principles of developing and maintaining effective customer relationships. The unit emphasises customer relationship management and the skills needed to build positive, professional interactions with customers.
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 resources to support consistency of customer service delivery Real unit · Pearson Education Ltd
It teaches you to develop and maintain customer service knowledge resources. You'll create centralised knowledge bases and resource materials to support consistent and accurate customer service delivery.
What you'll be able to do
- Understand how knowledge resources are used to support customer service delivery, including the benefits of a centralised knowledge base and the importance of accurate and up-to-date information.
- Create and maintain a customer service knowledge base, ensuring that it is accessible, user-friendly, and relevant to the needs of customer service staff.
- Develop customer service resource materials, such as FAQs, scripts, and training guides, to support consistent and effective customer service delivery.
Employee rights and responsibilities Real unit · Pearson Education Ltd
This unit provides an understanding of employee rights and responsibilities within organisations and industries. You'll explore the roles of trade unions, government agencies, and industry bodies, alongside employer expectations and employee obligations.
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
This unit focuses on techniques to exceed customer expectations by identifying needs and preferences. You'll understand the benefits for organisations and develop skills to build rapport and deliver personalised customer service.
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
This unit covers gathering, analysing, and interpreting customer feedback to improve service. You'll plan feedback collection, execute data gathering, analyse results, and recommend 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
Lead direct sales activities in a contact centre team Real unit · Pearson Education Ltd
This unit equips learners with skills to lead direct sales activities in a contact centre, including effective communication, objection handling, and closing sales. You'll analyse sales data and motivate teams to achieve sales targets.
What you'll be able to do
- Carry out direct sales activities effectively within a contact centre environment
- Analyse contact centre sales data to identify trends and areas for improvement
- Lead and motivate a team involved in direct sales activities in a contact centre
- Understand the key aspects of sales activities within a contact centre team, including targets and performance management
Manage a customer service award programme Real unit · Pearson Education Ltd
You'll explore the management of customer service award programmes, including planning and implementation. This unit covers the benefits of awards, types of recognition schemes, and stakeholder roles to enable effective programme management.
What you'll be able to do
- Understand the principles and practices of managing a customer service award programme
- Plan a customer service award programme, including setting objectives and criteria
- Manage a customer service award programme, ensuring fair and consistent assessment
Manage diary systems Real unit · Pearson Education Ltd
You'll understand the management of diary systems, including scheduling and prioritising appointments. The unit covers different diary types, features, and effective maintenance to support time management and organisational efficiency.
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 incidents referred to a contact centre Real unit · Pearson Education Ltd
You'll gain knowledge of managing incidents reported through a contact centre, including logging, categorising, and escalating incidents. The unit also covers supporting colleagues in incident management and understanding the impact on customer satisfaction.
What you'll be able to do
- Effectively manage incidents reported through a contact centre.
- Provide support and guidance to colleagues on incident management within a contact centre environment.
- Understand the processes and procedures involved in managing incidents reported to a contact centre.
Manage individuals’ performance Real unit · Pearson Education Ltd
You'll understand causes and consequences of underperformance in the workplace and develop skills to manage individual performance. The unit covers identifying issues, setting expectations, providing feedback, and addressing underperformance promptly.
What you'll be able to do
- Understand the causes and consequences of underperformance in the workplace
- Understand the importance of addressing underperformance promptly and effectively
- Identify and address the root causes of individual underperformance
- Set clear performance expectations and provide regular feedback to individuals
- Implement performance improvement plans and monitor progress
- Address performance issues in a fair and consistent manner, following organisational policies and procedures
Manage personal and professional development Real unit · Pearson Education Ltd
You'll identify personal and professional development needs, create and implement development plans, and monitor progress to enhance skills and career advancement. The unit supports continuous improvement through self-assessment and goal setting.
What you'll be able to do
- Identify personal development requirements to enhance skills and knowledge
- Identify professional development requirements to advance career goals
- Create a personal and professional development plan with clear objectives and timelines
- Implement a personal and professional development plan through relevant activities
- Monitor progress against the personal and professional development plan
- Update a personal and professional development plan to reflect changing needs and priorities
- Maintain the relevance of a personal and professional development plan by regularly reviewing and adjusting it
Manage team performance Real unit · Pearson Education Ltd
This unit provides learners with knowledge and skills to manage team performance effectively. It covers principles of performance management, task allocation, quality assurance, and communication within teams to meet organisational goals.
What you'll be able to do
- Understand the key principles of managing team performance to achieve organisational goals.
- Allocate work effectively within a team and assure the quality of completed tasks.
- Manage communications effectively within a team, ensuring clarity and collaboration.
Manage the use of technology to improve customer service Real unit · Pearson Education Ltd
This unit covers managing technology to enhance customer service. You'll identify opportunities for technological improvements, understand benefits and challenges, and implement changes to improve customer experience and satisfaction.
What you'll be able to do
- Understand how to manage the use of technology to improve customer service and enhance the customer experience
- Identify opportunities for customer service improvement through the use of technology, considering current systems and emerging trends
- Implement changes in technology to improve customer service, ensuring effective integration and user adoption
Monitor the quality of customer service interactions Real unit · Pearson Education Ltd
You'll understand how to monitor the quality of customer service interactions. The unit includes preparing for monitoring, using key performance indicators, applying quality assurance frameworks, and providing feedback to improve service standards.
What you'll be able to do
- Understand how to monitor the quality of customer service interactions, including the use of key performance indicators (KPIs) and quality assurance frameworks.
- Prepare to monitor the quality of customer service interactions, ensuring that appropriate tools, systems, and procedures are in place.
- Monitor the quality of customer service interactions, providing constructive feedback and identifying areas for improvement.
Negotiate in a business environment Real unit · Pearson Education Ltd
You'll develop an understanding of negotiation principles and strategies in a business context. The unit covers preparation, communication, negotiation styles, and techniques to achieve 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
Negotiating, handling objections and closing sales Real unit · Pearson Education Ltd
It teaches you to develop skills in handling objections, negotiating, and closing sales. You'll understand customer needs, prepare for negotiations, manage objections, and finalise sales agreements to enhance customer satisfaction.
What you'll be able to do
- Understand how to handle objections and negotiate with customers to achieve a mutually beneficial outcome
- Prepare for objections and negotiation with customers by gathering relevant information and planning strategies
- Handle objections from customers in a professional and effective manner
- Negotiate with customers to reach a satisfactory agreement
- Close the sale following negotiation, confirming the agreement and next steps
Obtaining and analysing sales-related information Real unit · Pearson Education Ltd
You'll understand the uses of sales-related information for forecasting, performance monitoring, and identifying market trends. The unit covers tools and methods to obtain and analyse sales data about customers, markets, and competitors.
What you'll be able to do
- Understand the various uses of sales-related information within an organisation
- Understand how to effectively use different tools and methods to analyse sales-related information
- Obtain relevant sales-related information about customers, markets and competitors using appropriate methods
- Use appropriate tools and methods to analyse sales-related information to inform business decisions
Organise and deliver customer service Real unit · Pearson Education Ltd
You'll understand how to organise and plan the delivery of customer service, considering customer needs and organisational factors. The unit includes delivering service professionally while managing issues and ensuring customer satisfaction.
What you'll be able to do
- Understand the methods used to organise customer service delivery to meet customer needs and expectations
- Plan the delivery of customer service, taking into account customer requirements and organisational resources
- Deliver customer service in a professional and effective manner, resolving customer issues and ensuring satisfaction
Principles of business Real unit · Pearson Education Ltd
This unit covers the principles of business, including the characteristics and dynamics of different business markets. You'll gain knowledge of business innovation, growth strategies, financial management, budgeting, and key concepts in sales and marketing.
What you'll be able to do
- Understand the characteristics and dynamics of different business markets.
- Understand the processes of business innovation and growth, including strategies for expansion.
- Understand the principles of financial management within a business context.
- Understand the processes involved in business budgeting and financial planning.
- Understand the key concepts and techniques of sales and marketing.
Processing sales orders Real unit · Pearson Education Ltd
This unit covers the processes involved in sales order handling, including accurate data entry, order processing, and follow-up. You'll understand the steps from order receipt to dispatch and be able to identify and resolve potential issues during processing.
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 knowledge of promoting additional products and services to customers. You'll understand promotional principles, methods, and factors influencing customer purchasing decisions to support effective product and service promotion.
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
Promote equality, diversity and inclusion in the workplace Real unit · Pearson Education Ltd
You'll understand organisational and personal aspects of equality, diversity, and inclusion in the workplace. The unit covers legal requirements, policies, individual responsibilities, and strategies to support and promote an inclusive working environment.
What you'll be able to do
- Understand the organisational aspects of equality, diversity and inclusion in the workplace, including relevant legislation and policies
- Understand the personal aspects of equality, diversity and inclusion in the workplace, including the impact of bias and discrimination
- Support equality, diversity and inclusion in the workplace through proactive measures and positive behaviour
Provide post-transaction customer service Real unit · Pearson Education Ltd
This unit covers the importance and methods of providing post-transaction customer service. You'll learn to deliver follow-up communications that build loyalty, address customer needs, and identify areas for service improvement.
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
This unit covers the provision of reception services, including handling enquiries, managing appointments, and maintaining a professional reception area. You'll learn to deliver effective and organised reception support.
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 customers’ complaints Real unit · Pearson Education Ltd
You'll understand the processes for monitoring and resolving customer complaints. The unit includes handling complaints effectively, following procedures, and using key performance indicators to measure resolution success.
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
Resolve customers’ problems Real unit · Pearson Education Ltd
This unit provides learners with an understanding of monitoring and resolving customer problems. You'll use various methods to identify trends, apply key performance indicators, and demonstrate effective problem-solving and communication skills.
What you'll be able to do
- Understand the processes involved in monitoring customers’ problems
- Understand the processes involved in resolving customers’ problems
- Deal with customers’ problems in a professional and timely manner
Support customer service improvements Real unit · Pearson Education Ltd
You'll study methods to support customer service improvements through feedback and initiatives. The unit covers identifying improvement opportunities, understanding benefits, and supporting implementation within organisational roles.
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
This unit focuses on supporting customers through real-time online customer service channels. You'll identify customer needs, provide assistance, and resolve queries while 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
You'll gain knowledge of supporting customers using self-service equipment. The unit covers identifying customer support needs, types of equipment, and providing effective assistance to enhance the customer experience.
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 and customer retention Real unit · Pearson Education Ltd
You'll explore Customer Relationship Management (CRM) principles and applications, customer retention strategies, and methods for measuring customer satisfaction. The unit emphasises the importance of retaining customers for business success.
What you'll be able to do
- Understand the principles and applications of Customer Relationship Management (CRM) systems
- Understand the importance of customer retention strategies and their impact on business success
- Understand how to measure customer satisfaction using different methods and metrics
Understand the customer service environment Real unit · Pearson Education Ltd
This unit provides learners with a comprehensive understanding of the customer service environment, including key concepts, best practices, brand impact, departmental structure, and relevant legislation affecting service delivery.
What you'll be able to do
- Understand the fundamental concepts underpinning effective customer service delivery
- Understand the best practices associated with delivering excellent customer service
- Understand the relationship between positive customer service experiences and brand loyalty
- Understand the relationship between negative customer service experiences and brand reputation
- Understand the typical structure of a customer service department within an organisation
- Understand the different roles and responsibilities within a customer service team
- Understand the implications of relevant legislation on customer service delivery, such as data protection and consumer rights
Use service partnerships to deliver customer service Real unit · Pearson Education Ltd
You'll understand the use of service partnerships in customer service delivery, including benefits, challenges, and relationship-building methods. The unit develops skills to deliver customer service effectively within partnership arrangements.
What you'll be able to do
- Understand the use of a service partnership in customer service delivery, including the benefits and challenges of working with external organisations to provide customer service.
- Understand ways of building relationships within a customer service partnership, including establishing clear communication channels, defining roles and responsibilities, and fostering a collaborative culture.
- Deliver customer service within a customer service partnership, ensuring that customer needs are met effectively and efficiently, and that service standards are maintained.
Use social media to deliver customer service Real unit · Pearson Education Ltd
This unit explores the role of social media in customer service, including its benefits, risks, and impact on brand reputation. You'll learn to communicate effectively and manage customer interactions on social media platforms.
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 brand promise using social media
- Standard
Manage a customer service award programme
- Standard
Use service partnerships for customer service delivery
- Standard
Win and retain customers for your business
04Where it leads
The jobs these credits are mapped to
A qualification is never a dead end here. Each of these is a job record this qualification is a mapped route into.
- 1 record
- 1 record
- 1 record
- 1 record
- 1 record
- 1 record
Showing 6 roles, drawn from 19 job records mapped to this qualification. Near-identical records are folded together, and each row says how many it stands for.
Where this can lead
B2C Sales Manager
This role can lead to VP of Sales or Chief Revenue Officer, running sales for a whole company, or to General Manager, taking charge of a full business unit.
See the whole journey05The credits
The credits, and who awards them
Level 3 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 skillsBuild and maintain effective customer relationsBuyer behaviour in sales situationsChampion customer serviceCollaborate with other departmentsCommunicate verbally with customersCommunicate with customers in writing
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
“Buyer behaviour in sales situations” gets practised as a pitch. You make the case out loud, Zavmo asks the question the room would ask, and you make it again.
- Bring your own plan Create
For “Manage a customer service award programme” you bring the plan you are actually working on, not a case study. Zavmo pulls on the assumptions in it until the weak one shows.
- 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 3 Diploma in Customer Service
- Deliver brand promise using social media
- Manage a customer service award programme
- Use service partnerships for customer service delivery
- Win and retain customers for your business
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 work in any of these jobs
Which job do you mean?
Learners will develop skills to input, combine, and verify data using bespoke software. The unit includes creating and modifying data structures and utilising software functions to organise, process, and present information efficiently.
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 3 Diploma in Customer Service
45 units in this credential, in the order it lists them, awarded by Pearson Education Ltd.
- Bespoke Software
- Buddy a colleague to develop their skills
- Build and maintain effective customer relations
- Buyer behaviour in sales situations
- Champion customer service
- Collaborate with other departments
and 39 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.