Customer Service : Understanding your Customers to Drive Sales

Customer Service : Understanding your Customers to Drive Sales | CPD Accredited | 10 CPD Points/Credits

CPD Courses


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£10 inc VAT (was £120)
Offer ends 03 November 2020
Study method
Online, self-paced
10 hours
No formal qualification
10 CPD hours / points
Additional info
  • Exam(s) / assessment(s) is included in price
  • Tutor is available to students

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Customer Service Understanding your customers to drive sales

A customer is an individual who takes delivery of a product (good/service) from a company in return for a payment to the company. The customers are the assets of a company, especially the loyal ones as they are constantly connected with the brand and become the main source of new customers.

Understanding clients is a way of familiarising them with your good service; however, you must provide them what you promise. When you enhance your understanding of your customers, you can focus on fulfilling their needs and meeting their expectations. It should be the top priority of you and your staff to focus on meeting the customers’ expectations.

To enhance your understanding of your customers, you must be very attentive to them when you make contact with them. You may then benefit from their increased loyalty as they are likely to bring you new business through constructive recommendations.

There are three fundamental approaches to understanding your clients better. One is to put yourself in their shoes and look at your business from their perspective. The second way is to gather and examine information with the specific aim of focusing on their purchasing behaviour. The third is simply to ask them what they really think about your business.

This insightful unit offers a complete introduction to understanding your customers to derive sales, as well as identifying them and meeting their needs.

The unit defines the customer and client and explains the relationship between them. The content covers various topics such as to serve and delight, listening skills and the mission: to listen.

You will discover what active listening is and how it works to enhance your understanding of your customers to derive sales.


10 CPD hours / points
Accredited by The CPD Standards Office

Course media


Understanding your customers to derive sales


After completing this course learners will be able to:

  • Identify who their customers are
  • Discuss how to meet customers' needs

Program Content


Introduction to Understanding your Customers to Derive Sales


  • Define the Customer and Client
  • About Relationships
  • To Serve and Delight
  • Listening Skills
  • Active Listening
  • The Mission: To Listen


This is a stand-alone course and it assumes no prior knowledge.

*Note: This is an independent unit not a complete course so does not equalize to a course. This will give you 10 CPD points to add on your CV. At the end of the unit, you can claim CPD Accredited unit by paying £35 accreditation fee and postal charges (£9 for UK students, £15 for outside UK).

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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 ABC Awards and TQUK - have developed endorsement schemes as a way to help students select the best skills based courses for them.


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