Advanced Diploma in Customer Service - Level 5
Diploma QLS Level 5 |*FREE PDF Certificate* Tutor Support & Exam | 120 CPD Points|PR & Communication Skills Free Courses
Oxford Home Study College
Summary
- Exam(s) / assessment(s) is included in price
- Tutor is available to students
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Overview
Customer Service Level 5
** 4 Courses Bundle**
**FREE PR Course****FREE Communication Skills course **FREE COVID-19 Course
Diploma in Customer Service QLS Level 5. Additional CPD Accredited Certificate with 120 CPD points available with no extra study.
Diploma of Achievement in Customer Service Level 5 .If you’re serious about climbing to the top of the ladder in a Customer Service Level 5 setting, we’re serious about showing you the way! This Level 5 provides the most intensive, comprehensive overview of all key Customer Service issues and concepts. Study a detailed breakdown of the Customer experience, along with the importance of consistently exceeding expectations and turning every negative experience into a positive outcome. Learn how to provide every Customer with a memorable experience for all the right reasons, ultimately becoming a Customer Service specialist of limitless value!
What Will I Learn From This Customer Service Diploma:
- Discuss overview of key Customer Service elements
- Investigate the process of listening to, questioning and confirming customers’ needs.
- Explore a variety of leadership styles, the fundamentals of creating Customer-focused environments and the value of reward and recognition schemes
- Understand how to develop a Customer Service strategy
- Learn how to effectively introduce a new program to current employees.
- Explore a variety of effective training and development methods
- Improve your communication skills to strengthen relationships and interactions with Customers and colleagues
- Develop the knowledge and principles that underpin outstanding Customer Care
- Explore techniques for building long-term Customer Relations
- Discuss how to turn an unprofitable Customer into a profitable Customer.
- Explore the true value and impact of listening to Customers
- Discuss how to professionally handling complaints from a business perspective
- Explore the relationship between employee satisfaction and its resulting impact on Customer Service.
- Gain or develop key transferrable skills applicable in a range of industries and sectors.
Why Students prefer this Customer Service Diploma from OHSC:
- Fully Endorsed Customer Service Course
- Customer Service Specialist Tutors
- Customer Service course does not expire till you successfully complete it
- The option to take study breaks at any time at no extra cost
- No deadlines, no time restrictions and no fixed schedules
- All required study materials and supporting documentation included as standard –
- no additional costs or expenses at any time.
- Online assessments to test your new skills and knowledge
- The opportunity to enhance and improve your CV and career prospects.
- The opportunity to study from any location in the world.
Customer Service Level 5
Thinking back, it’s unlikely you can think of more than a handful of times you were truly blown away by the Customer support you received. Unfortunately, far too many companies overlook the true value of Customer Care – despite its capacity to make or break the entire organization. Likewise, simply settling for ‘good’ Customer support isn’t enough.
** 3 Free Gifts included in this Customer Service Course**
**FREE PR Course**
This Free PR course covers the following topics:
- Introduction to Public Relations
- Definitions of Public Relations
- Elements in Public Relations
- The Public Relations Process
- Benefits of Public Relations
- Plus more
**FREE PR Course**
This Free Communication Skills covers the following topics:
- Introduction to Public Relations
- Definitions of Public Relations
- Elements in Public Relations
- The Public Relations Process
- Benefits of Public Relations
**FREE COVID-19 Course**
This Free Covid-19 course covers the following topics:
- What Are Coronaviruses?
- What is COVID-19?
- Mild vs Severe Infection
- How is the Coronavirus Transmitted?
- What Does ‘Community Spread’ Mean?
- When to End Self-Isolation at Home
- Is There a Treatment for COVID-19?
- What Happens Next?
***This offer ends soon***
Quality Licence Scheme
This Customer Service course is endorsed by the Quality Licence Scheme. The Quality Licence Scheme, endorses high-quality, non-regulated provision and training programmes.
Achievement
CPD
Course media
Description
Customer Service
This Customer Service Level 5 course teaches essential elements of Customer Service and explains how these can be implemented for the success of a business. The Customer Service Level 5 also covers dealing with difficult situations, the importance/value of Customer feedback and how to handle complaints in an effective and beneficial manner. If you wish to implement an effective Customer Services programme in your organisation or simply want to develop skills for a rewarding career in roles this Customer Service Level 5 is ideal for you. Providing efficient Customer Services is vital for every business.
Course Syllabus of Customer Service:
This Customer Service Level 5 course covers the following modules:
Unit 1 - Customer Services : An Introduction
This Customer Service unit covers the following topics:
- Elements of Customer Service
- Classification of Customer Service
- Service Quality & Customer Service
- Effects of Poor Service on a Business
- Benefits of a Customer-Centred Organization
- Customer Satisfaction
- Knowing your Customer’s Needs and Requirements
- Changing Nature of Customer Service
- Reasons for Developing Long-Term Relationships with
- Importance of Customer Feedback and Complaints
Unit 2 - Strategies for Understanding Your Customers
This Customer Service unit covers the following topics:
- Identifying Customer Expectations
- Listening, Questioning and Confirming
- Benefits of Meeting Expectations
- Means of Identifying Customer Needs
- Triggers and Customer Needs
Unit 3 - The Customer-Focused Organization
This Customer Service unit covers the following topics:
- Style Of Leadership
- The Creation of a Customer-Focused Environment
- Performance Management
- Coaching and Development
- Developing a Reward and Recognition Scheme
- Criteria for Rewards
Unit 4 - Creating Customer Service Strategy
This Customer Service unit covers the following topics:
- Involvement of the Top Management
- The Role of the Manager and the Role of the Leader
- Important Areas of Focus for Customer Service Strategy
- Establishing a Customer-Focused Culture
Unit 5 - Customer Services: Implementing a Service Excellence Strategy
This Customer Service unit covers the following topics:
- Marketing a Service Strategy
- Engender Ownership
- Continuous Improvement
- Establish a Steering Group
Unit 6 - Advance Training & Development for Effective Customer Service
This Customer Service unit covers the following topics:
- Importance of Training and Development in Customer Service
- Identifying Training and Development Objectives
- Training and Development Methods
- Building Customer Service into all Training and Development Activities
Unit 7 - Building strong relationship with Customers
This Customer Service unit covers the following topics:
- Incentives and Loyalty Schemes
- Sales-Force Automation
- Marketing Automation
- Operational CRM
- The Goal of CRM (Customer Relationship Management)
- The Primary Stages of the CRM Value Chain
Unit 8 - Effective Communication
This Customer Service unit covers the following topics:
- Importance of Effective Communication
- Developing A Communication Strategy
- Communicating Service To External Customers
- Communication of Service Quality to the Internal Customer
- Training Material
Unit 9 - Concept of Empowerment & Ownership
This module covers the following topics:
- Valued People Value Customers
- Myths about Empowerment
- Empowerment is Appropriate for All Organisations
- Building Staff Confidence to Ensure Ownership of Complaints
- Developing a Set of Discretionary Awards
Unit 10 - The Right Way to Manage Unprofitable Customers
This module covers the following topics:
- Dealing with Unprofitable Customers
- Customer Behaviour and Customer Behaviour Database
- Customer Value Analysis
- Change Unprofitable Customers into Profitable Customers
- Evaluating Your Customers’ Value, Segment by Segment
Unit 11 - Handling complaints
This module covers the following topics:
- Performance Response Standards
- Reasons for Customer Grievances
- Type of Complainers
- Complaint Management
- The Complaint Management Process
- Guidelines For Handling Complaints
- Complaints Analysis Reports
- Resolving Problems and Quality-Improvement Activities
Unit 12 - Importance of Feedback in Customer Service
This module covers the following topics:
- Barriers to Listening
- The Monitoring of Complaints and Compliments
- The Value of Listening to Customers
- Monitoring Customer Satisfaction
- Self-Completion Questionnaires
- Measuring Customer Loyalty
Benefits of Customer Service
This Level 5 course has the following benefits:
- Full Tutor Support
- Self paced, no fixed schedules
- Available to students anywhere in the world
- 24/7 Access to the LMS ( Learning Management System )
- Easy to understand quality e-learning study materials.
Course Material of Customer Service
Our distance learning course materials are specially written for home study and contain a wealth of knowledge in easy to understand language. We use variety of media to help you learn. Your course may use any of the following different media which you can use from home or where ever you choose to study:
- Online course materials
- Question papers
- Additional Supporting Material
- Useful Links
Course assessment
You will be continually assessed throughout the course. Your assignment will be marked by your tutor and independently moderated. The feedback on your assignment will then be sent to you. On receipt of this, you may wish to contact your tutor to discuss the feedback.
Tutor Support
When you enrol on a Level 5 course with Oxford Home Study College you are allocated your personal tutor. Tutor’s help and support will be available throughout your studies with the college. He/she will assess your work and will provide you with regular feedback on your progress.
Who is this course for?
Customer Service Level 5
- Candidates looking for a career change
- Candidates looking to upgrade their CVs for better job prospects
- Existing Customer Care workers looking to improve their skills for promotion
- Those planning to go on to higher-level studies upon completion
- Business owners, managers and supervisors
- Anyone serious about a rewarding career in Customer Care
Requirements
Customer Service - Level 5
There is no particular entry requirement.
Option 1
Diploma in Customer Service QLS Level 5 endorsed by Quality Licence Scheme
Certificate Fee: £120 + postal charges
Option 2
Diploma in Customer Service issued by OHSC
PDF Certificate - FREE
Hard copy - £25 + postal charges
Option 3
CPD Accredited Certificate
(PDF format)=£30
(Hard copy)=£95 + postal charges
*Postage Charges: National £9, International £15
Career path
Customer Service Level 5
Typical customer service positions include;
- Team leader
- Customer Service manager
- Customers relationship manager
- Customers support officer
- PR Manager
Questions and answers
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