CRM (Customer Relationship Management) Course
Diploma QLS Level 5 | *FREE PDF Certificate* Tutor Support & Exam | 120 CPD Credits | Free PR Course*
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- Exam(s) / assessment(s) is included in price
- Tutor is available to students
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Overview
CRM
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!
Achievement
CPD
Course media
Description
CRM
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!
Course Benefits
When studying for a Level 5 CRM with CPD Courses, every candidate enjoys the following benefits:
- Provision of all essential course materials and lecture notes, along with case studies, practical exercises and key supporting documentation.
- 24/7 access to our exclusive digital learning platform and convenient online assessments at the end of each unit.
- The dedicated support of an experienced, qualified and professional tutor for ongoing assistance while completing your course.
- Complete access to recommend reference books, study aids and more via our extensive e-library.
- The opportunity to earn a fully-endorsed certificate from a recognised awarding organization, enhancing your CV and career prospects for life!
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:
- A detailed understanding of the importance of quality customer service
- The confidence to handle challenging customers and difficult situations
- Advanced telephone communication skills
- The ability to nurture and develop meaningful customer relationships
- The opportunity to climb the career ladder in a customer service setting
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.
Unit 1 - Introduction To Customer Service
This CRM unit covers the following topics:
- Elements of Customer Service
- Classification of Customer Service
- Service Quality & Customer Service
- Types of services
- Plus More
Unit 2 - Understanding Your Customers
This CRM unit covers the following topics:
- Identifying Customer Expectations
- Benefits of Meeting Expectations
- Means of Identifying Customer Needs
- Triggers and Customer Needs
- Plus More
Unit 3 - Creating Customer Service Strategy
This CRM unit 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
Unit 4 - Implementing Customer Service Strategy
This CRM unit covers the following topics:
- Marketing a Service Strategy
- Engender Ownership
- Continuous Improvement
- Establish a Steering Group
- Plus More
Unit 5 - Types And Benefits Of CRM
This CRM unit covers the following topics:
- Definitions
- Different Faces of CRM
- Evaluation Metrics
- Requirement Driven Product Selection
- Determining Function
- Considerations in Tool Selection
- Plus More
Unit 6 - Strategies For Customer Retention
This CRM unit covers the following topics:
- Getting More from Your Core
- Customer Scenarios
- Steps for Success
- Building the Future
- Selling CRM
- Homegrown vs. Application Service Provider
- Plus More
Unit 7 - Building A Right Team For CRM
This CRM unit covers the following topics:
- The Development Team
- Evaluating and Reviewing Your Program
- Customer Life Cycles
- Evaluating and Reviewing CRM
- Plus More
Unit 8 - Evaluating And Reviewing CRM Programme
This CRM unit covers the following topics:
- The 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
Unit 9 - Building Strong Relationships With Customers
This CRM unit covers the following topics:
- Incentives and Loyalty Schemes
- Operational CRM
- The Goal of CRM (Customer Relationship Management)
- The Primary Stages of the CRM Value Chain
- Plus More
Unit 10 - The Right Way To Mange Unprofitable Customers
This CRM unit covers the following topics:
- Customer Behaviour and Customer Behaviour Database
- Customer Value Analysis
- Change Unprofitable Customers into Profitable Customers
- Evaluating Your Customers’ Value, Segment by Segment
- How to Differentiate the Service Offering to Your Top Ten Per Cent
- Plus More
Unit 11 - Handling Complaints
This CRM unit covers the following topics:
- Performance Response Standards
- Complaints Analysis Reports
- Resolving Problems and Quality-Improvement Activities
- Plus More
Unit 12 - Importance Of Feedback In Customer Service
This CRM unit covers the following topics:
- Barriers to Listening
- The Monitoring of Complaints and Compliments
- Self-Completion Questionnaires
- Measuring Customer Loyalty
- Plus More
Who is this course for?
CRM
- 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
Requirements
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
Career path
CRM - Diploma
Typical customer service positions include;
- Team leader
- Customer Service Officer
- Customers relationship Officer
- Customers support officer
- PR Manager
- Support assistant
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Legal information
This course is advertised on reed.co.uk by the Course Provider, whose terms and conditions apply. Purchases are made directly from the Course Provider, and as such, content and materials are supplied by the Course Provider directly. Reed is acting as agent and not reseller in relation to this course. Reed's only responsibility is to facilitate your payment for the course. It is your responsibility to review and agree to the Course Provider's terms and conditions and satisfy yourself as to the suitability of the course you intend to purchase. Reed will not have any responsibility for the content of the course and/or associated materials.