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Diploma QLS Level 5 | *FREE PDF Certificate* Tutor Support & Exam | 120 CPD Credits | Free PR Course

CPD Courses


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£10 inc VAT (was £760)
Offer ends 23 June 2021
Study method
Online, self-paced
330 hours
No formal qualification
120 CPD hours / points
Additional info
  • Exam(s) / assessment(s) is included in price
  • Tutor is available to students

35 students purchased this course

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Certificate of achievement in CRM QLS Level 5. Additional CPD Accredited CRM Certificate with 120 CPD points available with no extra study. This CRM course comes with easy to understand e-learning study materials.

Endorsed Certificate of Achievement in CRM. This popular Level 5 CRM Diploma provides an insightful introduction to the world of high-quality customer service provision. Explore a breakdown of the fundamentals of quality customer service, along with how to consistently meet customers’ expectations and the potential consequences of poor customer service. Study in your own time and at your own pace, with the help and support of your own personally-assigned tutor!

In the business world, the quality of the Customer Service and organisation provides can determine whether it succeeds or fails. The modern consumer is showing growing preference to brands that focus on customer service as their key priority – over and above factors like product choice and even low prices. Quality Customer Service brings the kind of loyalty that cannot be purchased at any price. Substandard Customer Service can wreak irreparable damage on even the strongest and most established reputations. For those who truly master the art of high-end Customer Service provision, career opportunities spanning most sectors on a global basis are limitless in scope.

This popular CRM Level 5 Diploma has been designed for anyone looking to excel in any customer service environment.

Study today for a brighter tomorrow and enjoy enhanced career prospects for life!



120 CPD hours / points
Accredited by The CPD Standards Office

Course media



Superior Customer Service often divides successful businesses from those that struggle to survive. These days, the quality of the Customer Service you provide is every bit as important as both product quality and value for money. In fact, research suggests that the average consumer is willing to pay more for the same product, if accompanied by excellent customer service. For those with the skills and talents to deliver a positive and memorable experience for every customer, even the sky isn’t the limit. If interested in building a successful career in Customer Service, enrol today and study at home for a brighter tomorrow!

CRM - Course Benefits

When studying for a Level 5 CRM with CPD Courses, every candidate enjoys the following benefits:

  1. CRM - Provision of all essential course materials and lecture notes, along with case studies, practical exercises and key supporting documentation.
  2. CRM - 24/7 access to our exclusive digital learning platform and convenient online assessments at the end of each unit.
  3. CRM - The dedicated support of an experienced, qualified and professional tutor for ongoing assistance while completing your course.
  4. CRM - Complete access to recommend reference books, study aids and more via our extensive e-library.
  5. CRM - The opportunity to earn a fully-endorsed certificate from a recognised awarding organization, enhancing your CV and career prospects for life!

CRM - Learning Objectives

This Advanced-level Diploma in (CRM) Customer Service provides candidates with a concise overview of professional Customer Service techniques from a contemporary business perspective. The course has been designed to help take those with limited Customer Service experience (or no prior knowledge whatsoever) to the next level in any Customer Service setting. Upon completion of the Customer Service course, candidates are primed and readied to take on more advanced customer service duties and responsibilities with confidence.


Delivered over the Customer Service (CRM) course of 12 intensive modules, candidates explore the concept of quality Customer Service provision, along with effective telephone techniques, how to deal with challenging customers and scenarios, the importance of identifying customer expectations and how to exceed them with every encounter.

Key skills, talents and knowledge picked up along the way include:

  • CRM - A detailed understanding of the importance of quality customer service
  • CRM - The confidence to handle challenging customers and difficult situations
  • CRM - Advanced telephone communication skills
  • CRM - The ability to nurture and develop meaningful customer relationships
  • CRM - The opportunity to climb the career ladder in a customer service setting

CRM - Course Outline

Our entry-level CRM Level 5 Diploma is delivered over the course of twenty insightful modules - each concluding with an online assessment to verify your acquired knowledge and competencies. Your assigned tutor will provide you with comprehensive support at all times, in order to assist with your successful completion of each module.

CRM - Unit 1 - Introduction To Customer Service

  • CRM - Elements of Customer Service
  • CRM - Classification of Customer Service
  • CRM - Service Quality & Customer Service
  • CRM - Types of services

CRM - Unit 2 - Understanding Your Customers

This module covers the following topics:

  • CRM - Identifying Customer Expectations
  • CRM - Benefits of Meeting Expectations
  • CRM - Means of Identifying Customer Needs
  • CRM - Triggers and Customer Needs

CRM - Unit 3 - Creating Customer Service Strategy

This module covers the following topics:

  • CRM - Involvement of the Top Management
  • CRM - The Role of the Manager and the Role of the Leader
  • CRM - Important Areas of Focus for Customer Service Strategy
  • CRM - Establishing a Customer-Focused Culture

CRM - Unit 4 - Implementing Customer Service Strategy

This module covers the following topics:

  • CRM - Marketing a Service Strategy
  • CRM - Engender Ownership
  • CRM - Continuous Improvement
  • CRM - Establish a Steering Group

CRM - Unit 5 - Types And Benefits Of CRM

This module covers the following topics:

  • CRM - Definitions
  • CRM - Different Faces of CRM
  • CRM - Evaluation Metrics
  • CRM - Requirement Driven Product Selection
  • CRM - Determining Function
  • CRM - Considerations in Tool Selection

CRM - Unit 6 - Strategies For Customer Retention

This module covers the following topics:

  • CRM - Getting More from Your Core
  • CRM - Customer Scenarios
  • CRM - Steps for Success
  • CRM - Building the Future
  • CRM - Selling CRM
  • CRM - Homegrown vs. Application Service Provider

CRM - Unit 7 - Building A Right Team For CRM

This module covers the following topics:

  • CRM - The Development Team
  • CRM - Evaluating and Reviewing Your Program
  • CRM - Customer Life Cycles
  • CRM - Evaluating and Reviewing CRM

CRM - Unit 8 - Evaluating And Reviewing CRM Programme

This module covers the following topics:

  • CRM - The Importance of Training and Development in Customer Service
  • CRM - Identifying Training and Development Objectives
  • CRM - Training and Development Methods
  • CRM - Building Customer Service into all Training and Development Activities

CRM - Unit 9 - Building Strong Relationships With Customers

This module covers the following topics:

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

CRM - Unit 10 - The Right Way To Mange Unprofitable Customers

This module covers the following topics:

  • CRM - Customer Behaviour and Customer Behaviour Database
  • CRM - Customer Value Analysis
  • CRM - Change Unprofitable Customers into Profitable Customers
  • CRM - Evaluating Your Customers’ Value, Segment by Segment
  • CRM - How to Differentiate the Service Offering to Your Top Ten Per Cent

CRM - Unit 11 - Handling Complaints

This module covers the following topics:

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

CRM - Unit 12 - Importance Of Feedback In Customer Service

This module covers the following topics:

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

Who is this course for?


  • Managers, supervisors and team leaders
  • Confident , self motivated and passionate candidates
  • Supply chain workers seeking for CPD
  • Logistics managers looking to expand knowledge and skills
  • Candidates looking to enhance their CVs
  • Anyone interested in developing knowledge and skills


CRM Diploma

There is no particular entry requirement.

Option 1

CRM Diploma QLS Level 5 endorsed by Quality Licence Scheme

Certificate Fee: £120 + postal charges

Option 2

CRM Diploma issued by CPD

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

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What does study method mean?

Study method describes the format in which the course will be delivered. At courses are delivered in a number of ways, including online courses, where the course content can be accessed online remotely, and classroom courses, where courses are delivered in person at a classroom venue.

What are CPD hours/points?

CPD stands for Continuing Professional Development. If you work in certain professions or for certain companies, your employer may require you to complete a number of CPD hours or points, per year. You can find a range of CPD courses on, many of which can be completed online.

What is a ‘regulated qualification’?

A regulated qualification is delivered by a learning institution which is regulated by a government body. In England, the government body which regulates courses is Ofqual. Ofqual regulated qualifications sit on the Regulated Qualifications Framework (RQF), which can help students understand how different qualifications in different fields compare to each other. The framework also helps students to understand what qualifications they need to progress towards a higher learning goal, such as a university degree or equivalent higher education award.

What is an ‘endorsed’ course?

An endorsed course is a skills based course which has been checked over and approved by an independent awarding body. Endorsed courses are not regulated so do not result in a qualification - however, the student can usually purchase a certificate showing the awarding body’s logo if they wish. Certain awarding bodies - such as Quality Licence Scheme and TQUK - have developed endorsement schemes as a way to help students select the best skills based courses for them.