Customer Service : Diploma LEVEL 3

Diploma in Customer Service - Level 3

Would you like to achieve an excellent online accredited UK qualification, which will demonstrate a high level of skill and knowledge? Look no further than this fantastic Customer Service Level 3 online course.

This excellent Customer Service Level 3 accredited online course has been created to give learners a thorough understanding and appreciation of the necessity for outstanding customer service within companies. Learners will come away from this Customer Service Level 3 accredited online course with an understanding of customer service and legislation, and extensive knowledge of customer communication in business.

In addition, this Customer Service Level 3 accredited online course will teach you how to create a positive impression, how to appropriately deal with requests, queries, and issues, and how to maintain customer relations. This Customer Service Level 3 accredited online course is suitable for learners of all abilities.

Learning with Global Edulink has many advantages. The course material is delivered straight to you, and can be adapted to fit in with your lifestyle. It is created by experts within the industry, meaning you are receiving accurate information, which is up-to-date and easy to understand.

This course is comprised of e-Learning modules, interactive quizzes, tests and exams. All delivered through a system that you will have access to 24 hours a day, 7 days a week for 365 days (12 months). An effective support service and study materials will build your confidence to secure your qualification.

Course Objectives

• Understand customer service and legislation
• Understand customer communication in business
• Learn how to create a positive impression
• Learn to appropriately deal with requests, queries, and issues
• Learn to maintain customer relations

COURSE CURRICULUM

Module 01 : Customer Service and Legislation

• Policies and procedures
• Feedback systems
• Complaints procedure
• Service standards
• Specific duty service standard
• Ethics and morals
• People in authority
• How legislation relates to customer service
• Health and safety legislation
• Putting health and safety intro practice
• Data protection
• The data protection act
• Why is important to protect data
• Consumer protection
• Satisfactory quality
• As described by the seller
• Fit for purpose
• Equal opportunities legislation
• Disabilities

Module 02 : Customers and Communication in Business

• Identifying customers and their characteristics
• Who are customers
• Teamwork and customer service
• Information which may need to be shared
• How satisfaction is affected by customer service
• Positive perception
• Understanding your products and services
• Find out information and products and services
• Gathering information
• Communicating information to customers
• Communicating effectively with customers
• Body language
• Gestures
• Tailoring your approach to suit customers
• How to check your own understanding
• Negative and positive language
• Being respectful and helpful
• Finding the clues
• Listening for reactions

Module 03 : Creating a Positive Impression Among the Customers

• First impressions
• Visual
• Vocal
• Verbal
• The working environment
• Meeting and greeting
• Building a strong rapport
• Building rapport face-to-face
• Building rapport over the phone
• Using courtesy to build customer support
• Realistic courtesy
• Responding appropriately
• What organizations expect from you
• Establishing trust
• Ask the right questions
• Formally agree
• Getting the timing right
• Deliver on your promises

Module 04 : Dealing With Requests, Queries and Issues

• Recognising and dealing with queries in a professional manner
• Personal approach
• Professional behavior
• How to work with colleagues to answer requests
• Keeping clients informed
• Using procedures and systems to deal with issues
• Dealing with difficulties in a calm manner
• When to pass problems to a colleague
• Managing difficult situations
• Take ownership
• Behaving assertively
• The advantages of assertive behaviour

Module 05 : Customer Relationship

• The importance of consistency
• Boosting a client’s confidence in you
• Losing customers
• Customer retention
• How your behavior influences a customer
• Delivering to meet the standards of your company
• Annual reports
• Mission statements
• Advertisements
• Continually meeting expectations
• Extending the services you offer
• Offering alternatives
• Balancing the needs of customers and your organization
• Developing long-term customer relations
• Asking open questions
• Adding a personal touch

Module 06 : Feedback and Sales

• Identifying ways to improve
• Sources of feedback
• Types of feedback
• Informal feedback
• Feedback from colleagues
• Feedback from your organization or line manager
• Feedback from yourself
• Dealing with feedback
• Rejecting feedback
• Accepting feedback
• Reflecting on feedback
• Sharing information with others
• Understand how to work with information that needs attention
• Providing information to customers
• Slow buyers
• Fast buyers
• Customers who have reservations
• Dealing with seemingly uninterested customers
• Overcoming a customer’s reservations

Method of assessment

At the end of the course learners will also take an online multiple choice questions assessment test. This online multiple choice questions test is marked automatically so you will receive an instant grade and know whether you have passed the course.

Certification

Successful learners will be awarded a Level 3 Diploma in Customer Service.

This course requires no formal prerequisites and this certification is open to everyone

• Customer Service Manager - £27,760 per annum
• Account Coordinator - £21,616 per annum
• Call Centre Supervisor - £21,384 per annum
• Account Manager - £26,573 per annum
• Concierge - £19,636 per annum
• Customer Care Executive - £19,653 per annum

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