CRM (Customer Relationship Management) Level 3

Customer Relationship Management Level 3

Certificate of achievement in Customer Relationship Management QLS Level 3. Additional CPD Accredited Certificate with 40 CPD points available with no extra study. The course comes with easy to understand e-learning study materials.

Endorsed Certificate of Achievement is suitable for anyone interested to enhance their knowledge and skills in Customer Relationship Management . It is specially relevant to those who deal with customers in any capacity whether internally or externally within an organisations.

People working in customer service roles are often the first point of contact in a business so it is of vital importance that they make the right impression. This customer service course will help you develop your customer service skills following which you will develop deeper understanding of your customer's needs.

The course aims to develop learner's knowledge of customer service in a number of areas. On this course you will learn why customer service is important for businesses, how to identify customers needs , developing customer service strategy, developing and delivering trainings for the excellence in customer service, dealing with difficult customers, communication effectively for the delivery of customer service, and the principle of making improvements to customer service. Hence this home study course teaches you everything from the fundamentals of customer service to more complex skills required for the successful delivery of customer service .

The flexible delivery of the course enables you to learn customer service skills flexible and convenient way and to adjust your learning according to your own schedule.

Quality Licence Scheme

This course is endorsed by the Quality Licence Scheme. The Quality Licence Scheme, endorses high-quality, non-regulated provision and training programmes.

Customer Relationship Management Level 3

Learning Outcomes

On successful completion of this course the learner will be able to;

• Discuss overview of key customer service elements
• Investigate the process of listening to, questioning and confirming customers’ needs.
• Understand how to develop a customer service strategy
• Explore a variety of effective training and development methods
• Develop the knowledge and principles that underpin outstanding customer care
• Explore techniques for building long-term customer relations
• Discuss how to turn an unprofitable customer into a profitable customer.
• Explore the true value and impact of listening to customers
• Discuss how to professionally handling complaints from a business perspective
• Explore the relationship between employee satisfaction and its resulting impact on customer service.
• Gain or develop key transferable skills applicable in a range of industries and sectors.

Course Syllabus:

This course consists of following modules:

Module 1 – What is Customer Service

• Elements of Customer Service
• Classification of Customer Service
• Service Quality & Customer Service
• Types of services
• Effects of Poor Service on a Business
• Benefits of a Customer-Centred Organization
• Customer Satisfaction
• Knowing your Customer’s Needs and Requirements
• The Changing Nature of Customer Service
• Caring for Existing Customers
• Reasons for developing long-term Relationships with Customers
• Importance of Customer Feedback and Complaints

Module 2 – Telephone Techniques

• The Importance of Empathy
• Defining Communication
• Asking Questions
• Telephone Techniques
• Handling Everyday Requests

Module 3 – Dealing with Difficult Customers

• 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

Module 4 – Solving Customers' Problems

• The Process to Solve the Customers’ Problems
• The Service Recovery Process
• Powerful Talk

Course Benefits:

• Full Tutor Support
• Self paced, no fixed schedules
• Available to students anywhere in the world
• 24/7 Access to the LMS ( Learning Management System )
• Easy to understand quality e-learning study materials

Course Material

All course materials are included in the course price. All your study material will be available on our learning management system for which you will get access once you are enrolled. The material can be downloaded and printed as well.

Our distance learning course materials are specially written for home study and contain a wealth of knowledge in easy to understand language. We use variety of media to help you learn. Your course may use any of the following different media which you can use from home or where ever you choose to study:

• Online course materials
• Question papers
• Additional Supporting Material
• Useful Links

Course assessment

You will be continually assessed throughout the course. Your assignment will be marked by your tutor and independently moderated. The feedback on your assignment will then be sent to you. On receipt of this, you may wish to contact your tutor to discuss the feedback.

Tutor Support

When you enrol on a course with Staff Training Solutions you are allocated your personal tutor. Tutor’s help and support will be available throughout your studies with the college. He/she will assess your work and will provide you with regular feedback on your progress.

Customer Relationship Management Level 3

• Candidates looking for a career change
• Candidates looking to upgrade their CVs for better job prospects
• Existing customer care workers looking to improve their skills for promotion
• Those planning to go on to higher-level studies upon completion
• Business owners, managers and supervisors
• Anyone serious about a rewarding career in customer care

Customer Relationship Management Level 3

No particular entry requirement

Option 1

CRM Certificate QLS Level 3 endorsed by Quality Licence Scheme

Certificate Fee: £85 + postal charges

Option 2

CRM Certificate issued by STS

PDF Certificate - FREE

Hard copy - £25 + postal charges

Option 3

CPD Accredited Certificate

(PDF format)=£30

(Hard copy)=£75 + postal charges

*Postage Charges: National £9, International £15

Customer Relationship Management Level 3

Typical customer service positions include;

• Team leader
• Customer Service Officer
• Customers relationship Officer
• Customers support officer
• PR Manager
• Support assistant

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