Customer Service Advanced Diploma - Level 3

Advanced Diploma in Customer Service - Level 3

Customer service is not just an industry, it is an art! It is the art of providing satisfying services or assistance to customers to solve their issues. Professionals within this industry has to be well versed with the various Customer Service skills that are crucial for its success. Some individuals naturally have these skills, while some have to train for it, and who could be a better trainer than South London College? This comprehensive course in Advanced Diploma in customer service – level is aimed at individuals with a basic knowledge in customer service, who wish to get into or progress within the industry.

This highly detailed course will enlighten you on the role, duties and responsibilities of customer service and its legislations. You will be guided on how to deal with customer queries and questions to create a first, good impression on them. As a customer service representative, you will have to communicate with different clients with different moods. Therefore, this course is also focused on helping you deal with them accordingly to gain their loyalty and trust.

The fundamentals of customer service will be presented through this course, along with its concepts to help you apply it effectively within the organisation. The other modules will walk you through how to build effective customer relationships, how to retain them, how to get appropriate feedbacks from customers and on many more topics that are essential in customer service. By the end of this course, you will have a significant knowledge on customer service to make substantial progress within the industry.

The Quality Licence Scheme, endorses high-quality, non-regulated provision and training programmes. This means that Imperial Learning Limited* has undergone an external quality check to ensure that the organisation and the courses it offers, meet defined quality criteria. The completion of this course alone does not lead to a regulated qualification but may be used as evidence of knowledge and skills gained. The Learner Unit Summary may be used as evidence towards Recognition of Prior Learning if you wish to progress your studies in this subject. To this end the learning outcomes of the course have been benchmarked at Level 3 against level descriptors published by Quality Licence Scheme, to indicate the depth of study and level of demand/complexity involved in successful completion by the learner.

The course itself has been designed by Imperial Learning Limited* to meet specific learners’ and/or employers’ requirements which cannot be satisfied through current qualifications.

Quality Licence Scheme endorsement involves robust and rigorous quality audits by external auditors to ensure quality is continually met. A review of courses is carried out as part of the endorsement process.

This course has been endorsed by the Quality Licence Scheme for its high-quality, non-regulated provision and training programmes. This course is not regulated by Ofqual and is not an accredited qualification. We will be able to advise you on any further recognition, for example progression routes into further and/or higher education. For further information please visit the Learner FAQs on the Quality Licence Scheme website.

*South London College is an approved reselling partner for Quality Licence Scheme courses under Imperial Learning Limited

Why study at South London College?

South London College offers the most convenient path to gain skills and training that will give you the opportunity to put into practice your knowledge and expertise in an IT or corporate environment. You can study at your own pace at South London College and you will be provided with all the necessary material which includes Free CV writing pack to make your learning experience enriching and rewarding.

Eligible for TOTUM card - TOTUM is the #1 student discount card and app giving you access to exclusive student deals on food and fashion, tech and travel and everything in between.

*Regulated qualification refers to those qualifications that are regulated by Ofqual / CCEA / Qualification Wales

What Will I Learn?

• Gain a clear understanding of the job role in customer service and how to create a first, good impression.
• Understand customer service and legislation.
• Learn how to deal appropriately with customer queries and questions.
• Learn how to build on customer relationships and maintain them.
• Understand the fundamentals of customer service and gain a thorough understanding of how to apply customer service concepts within an organisation.
• Qualifying in customer service means you can work in various roles in well-paid positions and with room for career progression.

COURSE CURRICULUM

★ MODULE 01 : Customer Service And Legislation

• Introduction
• Policies and procedures
• Feedback systems
• Complaints procedure
• Service standards
• Ethics and morals
• People in authority
• How legislation relates to customer service
• Health and Safety Legislation
• Putting health and safety into practice
• Data protection
• The data protection act
• Why is it important to protect data?
• Consumer protection
• Satisfactory quality
• As described by the seller
• Fit for purpose
• Equal opportunities legislation
• The Equality Act 2010
• Disabilities

★ MODULE 02 : Customers And Communication In Business

• Introduction
• Identifying customers and their characteristics
• Who are your customers?
• Teamwork and customer service
• Information which may need to be shared
• How satisfaction is affected by customer service
• Understanding your products and services
• Find out information about products and services
• Gathering information
• Communicating information to customers
• Communicating effectively with customers
• Body language
• Gestures
• Tailoring your approach to suit customers
• How to check your own understanding
• Negative and positive language
• Being respectful and helpful
• Finding the clues
• Listening for reactions

★ MODULE 03 : Creating A Positive Impression Among The Customers

• Introduction
• First impressions
• Visual
• Vocal
• Verbal
• The working environment
• Meeting and greeting
• Building a strong rapport
• Building rapport face-to-face
• Building rapport over the phone
• Using courtesy to build customer rapport
• Realistic courtesy
• Responding appropriately
• What organisations expect from you
• Establishing trust
• Ask the right questions
• Formally agree
• Getting the timing right
• Deliver on your promises

★ MODULE 04 : Dealing With Requests, Queries And Issues

• Introduction
• Recognising and dealing with queries in a professional manner
• Personal approach
• Professional behavior
• How to work with colleagues to answer requests
• Who can help?
• Keeping clients informed
• What could lead to a problem?
• Why do issues occur?
• Using procedures and systems to deal with issues
• When to pass problems to a colleague
• Emphasise
• Apologise
• Take ownership
• Behaving assertively
• The advantages of assertive behaviour

★ MODULE 05 : Customer Relationship

• Introduction
• The importance of consistency
• Boosting a client’s confidence in you
• Losing customers
• Customer retention
• How your behaviour influences a customer
• Being assertive
• Delivering to meet the standards of your company
• Annual reports
• Mission statements
• Advertisements
• Continually meeting expectations
• Extending the services that you offer
• Offering alternatives
• Balancing the needs of customers and your organization
• Developing long-term customer relations
• Asking open questions
• Adding a personal touch

★ MODULE 06 : Feedback And Sales

• Introduction
• Identifying ways to improve
• Sources of feedback
• Types of feedback
• Informal feedback
• Formal feedback
• Feedback from customers
• Feedback from colleagues
• Feedback from your organisation or line manager
• Feedback from yourself
• Dealing with feedback
• Rejecting feedback
• Accepting feedback
• Sharing information with others
• Understand how to work with information that needs attention
• Providing information to customers
• Slow buyers
• Fast buyers
• Customers who have reservations
• Dealing with seemingly uninterested customers
• Listen to a reservation
• Check you have fully understood

Access Duration

The course will be directly delivered to you, and you have 12 months access to the online learning platform from the date you joined the course. The course is self-paced and you can complete it in stages, revisiting the lectures at any time.

Method of Assessment

At the end of the Advanced Diploma in Customer Service at QLS Level 3 you will be evaluated through written assignments. In order to complete this programme successfully, all students are required to complete a series of assignments. The completed assignments must be submitted via the online portal. Your instructor will review and evaluate your work and provide your feedback based on how well you have completed your assignments.

Certification

Those who successfully complete the course will be issued the Advanced Diploma in Customer Service at QLS Level 3 by the Quality Licence Scheme.

Course Code: QLS-03766

Awarding body (Accreditation)

The Quality Licence Scheme is part of the Skills and Education Group, a charitable organisation that unites education and skills-orientated organisations that share similar values and objectives. With more than 100 years of collective experience, the Skills and Education Group’s strategic partnerships create opportunities to inform, influence and represent the wider education and skills sector.

The Skills and Education Group also includes two nationally recognised awarding organisations; Skills and Education Group Awards and Skills and Education Group Access. Through our awarding organisations we have developed a reputation for providing high-quality qualifications and assessments for the education and skills sector. We are committed to helping employers, organisations and learners cultivate the relevant skills for learning, skills for employment, and skills for life.

Our knowledge and experience of working within the awarding sector enables us to work with training providers, through the Quality Licence Scheme, to help them develop high-quality courses and/or training programmes for the non-regulated market.

• Customer Care Personnel
• Customer Service Managers
• Anyone who wants to learn more about Customer Service and further their career

• Learners should be age 19 or over, and must have a basic understanding of Maths, English, and ICT.
• A qualification at level 2 or above in any discipline.

• Customer Service Sales Associate – £19,890 per annum
• Customer Service Coordinator – £19,986 per annum
• Customer Service Associate – £18,802 per annum
• Customer Service Representative – £17,907 per annum
• Customer Service Manager – £27,782 per annum
• Customer Service Team Leader – £23,157 per annum
• Customer Service Supervisor – £19,487 per annum
• Assistant Manager, Customer Service – £20,522 per annum

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

Certificate of completion

Digital certificate - Included