Customer Service and Public Relations Diploma

Level 5 Diploma in Customer Service and Public Relations

Customer Service and Public Relations courses are designed by a specialist by considering the need of both the job seekers and people already working with established businesses, which covers most of your professional needs in the field of business management and public administration.

The customer service and Public Relations diploma course will help you to learn from scratch and leads you to a higher level of professionalism. As you may know that organisational skills are important because possessing good organisational skills, establishes trust and professionalism in the workplace. So, if you are looking to gain various Customer Service and Public Relations skills, then this is your most desired course.

Are you new to online learning?

Don’t worry. Along with providing most professional courses, UKPDA also provides the most regular tutor support via online mediums and will guide you in every possible way to get the most out of your online course. Further to this, assessments are really challenging, but interesting, will not take much of your time. You will have to read through the provided study material and attempt the Multiple Choice Questions (MCQ’s) afterwards.

This Customer Service and Public relation course is comprises various modules and sub-modules based on a higher level. You will learn the basics of customer services, customer support, customer service-communication strategies, customer service-public relations, customer service-public speaking, customer service call centre training, coaching salespeople, customer service-contact centre training, handling difficult customers and customer service-negotiation skills.

Course Benefit

The following is included for online study with the UK Professional Development Academy.

1. Courses / Training that best suit to Work Experience, Knowledge and Skills
2. Self-paced Training/Courses to continue working while studying
3. Self-Paced Courses to get free from the deadlines
4. Course materials that include Training Manual, Mock Quizzes, and Case Studies that challenge you to apply your knowledge that can be in PDF, Microsoft Word, Excel, PowerPoint format.
5. Assessment resources are accessible through our online learning platform 24/7.
6. A professional one-to-one tutor to provide all-inclusive assistance throughout the course online.

Modules Outline

Module 1: Customer Service

• State what customer service means in relation to all your internal and external customers.
• Recognise how your attitude affects customer service
• Identify your customers’ needs
• Use outstanding customer service to generate return business
• Build goodwill through in-person customer service
• Provide outstanding customer service over the phone
• Connect with customers through online tools
• Deal with difficult customers

Module 2:Customer Support

• Define customer support
• Know the different venues for customer support
• Recognize the challenges of customer support
• Learn different applications
• Know the proper forms of documentation
• Learning to be proactive in customer support

Module 3:Communication Strategies

• Understand what communication is
• Identify ways that communication can happen
• Identify barriers to communication and how to overcome them
• Develop their non-verbal and par verbal Customer Service and Public Relations
• Use the STAR method to speak on the spot
• Listen actively and effectively
• Ask good questions
• Use appreciative inquiry as a communication tool
• Adeptly converse and network with others

Module 4:Public Relations

• Network for success
• Manage “Meet and Greet” opportunities
• Dress for success
• Write effectively
• Set goals
• Manage media relations
• Plan issue and crisis communication
• Use social media

Module 5:Public Speaking

• Identify their audience
• Create a basic outline
• Organize their ideas
• Flesh out their presentation
• find the right words
• Prepare all the details
• Overcome nervousness
• Deliver a polished, professional speech
• Handle questions and comments effectively

Module 6:Call Center Training

• Define and understand call centre strategies.
• Identify different types of buying motivations.
• Create SMART Goals.
• Familiarize me with strategies that sharpen effective communication.
• Use proper phone etiquette.
• Set benchmarks.

Module 7:Coaching, SalesPeople

• Understand the definition of coaching
• Identify and monitor key information
• Communicate effectively
• Use coaching techniques
• Avoid common mistakes

Module 8:Contact Center Training

• How to get management involved in training.
• Why peer training works.
• Manners are important in the contact centre.
• How to build rapport with the callers.
• How to deal with difficult customers.

Module 9:Handling Difficult Customers

• Cultivate a positive attitude
• Manage internal and external stress
• Develop abilities to listen actively and empathize
• Build a rapport with customers in person and over the phone
• Understand the diverse challenges posed by customers
• Develop strategies to adapt to challenging circumstances

Module 10:Negotiation Skills

• Understand the basic types of negotiations, the phases of negotiations, and the skills needed for successful negotiating
• Understand and apply basic negotiating concepts: WATNA, BATNA, WAP, and ZOPA
• Lay the groundwork for negotiation.
• Identify what information to share and what to keep to yourself
• Understand basic bargaining techniques
• Apply strategies for identifying mutual gain
• Understand how to reach a consensus and set the terms of the agreement
• Deal with personal attacks and other difficult issues
• Use the negotiating process to solve everyday problems
• Negotiate on behalf of someone else

Certificate

Upon successfully passing the course Final Test, Learner must pay for a Certificate of Completion from UKPDA either in PDF format or Hard-copy.

CPD Accredited Certificate of Completion (PDF format) = £42

CPD Accredited Certificate of Completion (Hardcopy) = £65 + postage charges local £9 = £74

CPD Accredited Certificate of Completion (Hardcopy) = £65 + postage charges International £14 = £79

Without any prior knowledge of Customer Service and Public Relations, the learners can take this training course and in addition to this, there are no age restrictions. Thus, anyone who is passionate and ambitious about Customer Service and Public Relations can take the course. There are no specific deadlines for admission, and you can enrol anytime on this course.

There are no precise requirements for Customer Service and Public Relations Certificate as no prior knowledge and experience of Customer Service and Public Relations is required.

Students seeking to enrol in this course should meet the following requirements;

• Basic knowledge of English Language & Basic Computer Skills
• Be aged 16 years or above

After completing the course/training, you will be able to grip yourself with specific knowledge and skills with the highest level of confidence to improve yourself and enhance the skills for your career in the relevant employment sector.

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

Certificate of completion

Digital certificate - £42

Certificate of completion

Hard copy certificate - £65