Customer Service Level 3 Advanced Diploma

Welcome to Customer Service Level 3 Advanced Diploma, a comprehensive and engaging course designed to provide you with in-depth knowledge and practical skills in Customer Service. Throughout this course, we will explore various aspects of Customer Service and delve into its fundamental concepts, advanced techniques, and real-world applications.

Our primary objective in Customer Service Level 3 Advanced Diploma is to equip you with a solid foundation in Customer Service. Whether you are a beginner or an experienced professional looking to expand your expertise, this course will cater to your needs and help you achieve your learning goals.

During our journey together, you will have the opportunity to:

• Gain a thorough understanding of the core principles and theories that underpin Customer Service.
• Acquire practical skills through hands-on exercises, projects, and real-world examples.
• Explore cutting-edge advancements and emerging trends in the field of Customer Service.
• Prepare for future opportunities, such as further education, career advancement, or entrepreneurship, in the field of Customer Service.
• Reflect on your learning journey, celebrate your achievements, and gain the confidence to excel in Customer Service.

By the end of Customer Service Level 3 Advanced Diploma, you will have gained a comprehensive understanding of Customer Service and developed the skills necessary to succeed in this dynamic field. Whether you choose to pursue further education, enter the job market, or embark on entrepreneurial ventures, this course will lay a strong foundation for your future endeavours.

We are excited to have you join us on this educational journey, and we look forward to helping you unlock your full potential in Customer Service Level 3 Advanced Diploma. Let's get started!

Why should you choose Course Line?

When it comes to quality education and professional development, Course Line stands out as one of the most prestigious learning providers. As a certified institution by UKRLP & CPD Group, we have a proven track record of excellence, having successfully taught over 20,000+ students and counting.

Reed Courses Certificate of Completion

Digital certificate - Included

• Disclaimer 01:00

  • 1: Disclaimer 01:00

• Module 1: An Introduction 09:00

  • 2: Module 1: An Introduction 09:00

• Module 2 : Understanding Your Customers 06:00

  • 3: Module 2 : Understanding Your Customers 06:00

• Module 3: The Customer-Focused Organization 06:00

  • 4: Module 3: The Customer-Focused Organization 06:00

• Module 4: Creating Customer Service Strategy 08:00

  • 5: Module 4: Creating Customer Service Strategy 08:00

• Module 5: Implementing a Service Excellence Strategy 05:00

  • 6: Module 5: Implementing a Service Excellence Strategy 05:00

• Module 6: Advance Training & Development for Effective Customer Service 05:00

  • 7: Module 6: Advance Training & Development for Effective Customer Service 05:00

• Module 7: Building Better Teams 05:00

  • 8: Module 7: Building Better Teams 05:00

• Module 8: Concept of Empowerment & Ownership 05:00

  • 9: Module 8: Concept of Empowerment & Ownership 05:00

• Module 9: Effective Communication 04:00

  • 10: Module 9: Effective Communication 04:00

• Module 10: Active Listening 02:00

  • 11: Module 10: Active Listening 02:00

• Module 11: Building strong relationship with Customers 08:00

  • 12: Module 11: Building strong relationship with Customers 08:00

• Module 12: CRM (Customer Relationship Management) 07:00

  • 13: Module 12: CRM (Customer Relationship Management) 07:00

• Module 13: The Right Way to Manage Unprofitable Customers 08:00

  • 14: Module 13: The Right Way to Manage Unprofitable Customers 08:00

• Module 14: Handling complaints 07:00

  • 15: Module 14: Handling complaints 07:00

• Module 15: Conflict Resolution 07:00

  • 16: Module 15: Conflict Resolution 07:00

• Module 16: Anger Management 08:00

  • 17: Module 16: Anger Management 08:00

• Module 17: Stress Management 05:00

  • 18: Module 17: Stress Management 05:00

• Module 18: Time Management 06:00

  • 19: Module 18: Time Management 06:00

• Module 19: Telemarketing 07:00

  • 20: Module 19: Telemarketing 07:00

• Module 20: Importance of Feedback in Customer Service 09:00

  • 21: Module 20: Importance of Feedback in Customer Service 09:00

• Assessment 09:00

  • 22: Final exam 09:00

Welcome to the course outline for Customer Service Level 3 Advanced Diploma. In this comprehensive learning journey, we will explore the depths of Customer Service, delving into its core principles, practical examples, and advanced techniques. Through a series of engaging lectures and exercises, you will gain the knowledge and skills necessary to excel in the field of Customer Service Level 3 Advanced Diploma.

*****Customer Service Level 3 Advanced Diploma Course Syllabus*****

Module 1: An Introduction

• Elements of Customer Service:
• Classification of Customer Service
• Service Quality & Customer Service
• Effects of Poor Service on a Business
• Plus more

Module 2 : Understanding Your Customers

• Identifying Customer Expectations
• Benefits of Meeting Expectations
• Means of Identifying Customer Needs
• Triggers and Customer Needs
• Plus more

Module 3: The Customer-Focused Organization

• Style Of Leadership
• Performance Management
• Coaching and Development
• Developing a Reward and Recognition Scheme
• Criteria for Rewards
• Plus more

Module 4: Creating Customer Service Strategy

• 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

Module 5: Implementing a Service Excellence Strategy

• Marketing a Service Strategy
• Engender Ownership
• Continuous Improvement
• Establish a Steering Group
• Plus more

Module 6: Advance Training & Development for Effective Customer Service

• Importance of Training and Development in Customer Service
• Identifying Training and Development Objectives
• Training and Development Methods
• Plus more

Module 7: Building Better Teams

• Defining, Evaluating and Managing Teams
• The Stages of Team Development
• Plus More

Module 8: Concept of Empowerment & Ownership

• Valued People Value Customers
• Myths about Empowerment
• Empowerment is Appropriate for All Organisations
• Developing a Set of Discretionary Awards
• Plus more

Module 9: Effective Communication

• Importance of Effective Communication
• Developing A Communication Strategy
• Communication of Service Quality to the Internal Customer
• Training Material
• Plus more

Module 10: Active Listening

• The Basics of Active Listening
• Understanding the Communication Process
• Plus More

Module 11: Building strong relationship with Customers

• Incentives and Loyalty Schemes
• Operational CRM
• The Goal of CRM (Customer Relationship Management)
• The Primary Stages of the CRM Value Chain
• Plus more

Module 12: CRM (Customer Relationship Management)

• Different Faces of CRM
• Privacy Issues
• Development of Customer Relationship Management Plan
• Strategies for Customer Retention
• Plus More

Module 13: The Right Way to Manage Unprofitable Customers

• Dealing with Unprofitable Customers
• Change Unprofitable Customers into Profitable Customers
• Evaluating Your Customers’ Value, Segment by Segment
• Plus more

Module 14: Handling complaints

• Performance Response Standards
• Complaints Analysis Reports
• Resolving Problems and Quality-Improvement Activities
• Plus more

Module 15: Conflict Resolution

• Understanding Conflicts and Its Types
• Different Stages of Conflict
• The Role of Communication in Conflict Resolution
• Conflict Management

Module 16: Anger Management

• The Assertiveness Formula
• Questioning Skills
• Other Ways of Managing Anger
• Relaxation Techniques

Module 17: Stress Management

• Understanding Stress
• Strategies to Manage stress
• Time Management

Module 18: Time Management

• Prioritising your Time
• Changing Our Perspective
• Setting Goals with SPIRIT
• Setting Up a Routine

Module 19: Telemarketing

• Verbal Communication
• Exceptional Things About Telephone Sales
• Active Listening Skills
• Developing Your Script
• Pre-Call Planning

Module 20: Importance of Feedback in Customer Service

• Barriers to Listening
• The Monitoring of Complaints and Compliments
• Self-Completion Questionnaires
• Measuring Customer Loyalty
• Plus more

Assessment Process

Upon completing the Customer Service Level 3 Advanced Diploma course, you will be required to undertake a multiple-choice evaluation in order to gauge your understanding of the material covered.

If you do not achieve the minimum passing score, you will have the opportunity to retake the assessment without incurring any additional cost.

Certification

After successfully completing this Customer Service Level 3 Advanced Diploma course, you will get an instant Free digital certificate.

Customer Service Level 3 Advanced Diploma is designed to cater to a wide range of individuals who are eager to enhance their knowledge and skills in Customer Service.

This course is suitable for:

1. Beginners in Customer Service
2. Professionals
3. Students
4. Career changers

No matter your background or level of experience, Customer Service Level 3 Advanced Diploma offers a comprehensive learning experience that caters to your specific needs. Join us on this educational journey and unlock your potential in Customer Service today!

Requirements for the Customer Service Level 3 Advanced Diploma course:

• No Prior Knowledge Required
• Basic Computer Skills.
• Internet access.
• Familiarity with English

Completing Customer Service Level 3 Advanced Diploma course can open exciting career opportunities in various fields related to Customer Service. Here are three potential career paths you can pursue after completing Customer Service Level 3 Advanced Diploma:

• Customer Service Specialist
• Customer Service Researcher
• Customer Service Educator

Currently there are no Q&As for this course. Be the first to ask a question.