Level 3 Diploma in Customer Service
Competition among businesses at all levels worldwide has never been more ferocious. As the average Customer becomes increasingly demanding, it’s often the little things that make all the difference. One of which being Customer Service the extent to which the customer in question is provided with an enjoyable and memorable experience. To become proficient in the art of customer care is to enjoy a career with limitless prospects for advancement. All of which begins with targeted studies, exploring the basics of this fascinating subject!
Customer Service - Learning Outcomes
On successful completion of this Customer Service Level 3 course, the learner will be able to;
- Demonstrate a Customer Service approach
- Understand how your own behaviour affects the behaviour of others
- Demonstrate confidence and skills as a problem solver
- Apply techniques to deal with difficult Customers
- Make a choice to provide Customer Service
Customer Service - Course syllabus
This Customer Service Level 3 course consists of the following two units:
Customer Service - Module 1 - Customer Services : An Introduction
This Customer Service module 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
- Plus more
Customer Service - Module 2 - Strategies for Understanding Your Customers
This Customer Service module covers the following topics:
- Identifying Customer Expectations
- Listening, Questioning and Confirming
- Benefits of Meeting Expectations
- Means of Identifying Customer Needs
- Triggers and Customer Needs
- Plus more
Customer Service - Module 3 - Creating Customer Service Strategy
This Customer Service module 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
- Plus more
Customer Service - Module 4 - Customer Services: Implementing a Service Excellence Strategy
This Customer Service module covers the following topics:
- Marketing a Service Strategy
- Engender Ownership
- Continuous Improvement
- Establish a Steering Group
- Plus more
Customer Service - Module 5 - Advance Training & Development for Effective Customer Service
This Customer Service module 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
- Plus more
Customer Service - Module 6 - Dealing with Difficult Customers
This Customer Service module covers the following topics:
- Dealing With Challenges Assertively
- Dealing With Difficult People
- Be a Problem Solver
- Customer Problem Solving
- The Fifth Critical Element – Measure It
- The Sixth Critical Element – Reinforce It
- Dealing With Stress
- Plus more
Customer Service - Course 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.
Customer Service - Course Material
All course materials are included in the Customer Service Level 3 course price. All your study material will be available on our learning management system for which you will get access once you are enrolled. The material can be downloaded and printed as well.
Our distance learning Customer Service Level 3 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 Customer Service Level 3 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
Customer Service - Course assessment
You will be continually assessed throughout the Customer Service Level 3 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.
Customer Service - Tutor Support
When you enrol on a 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.
