Customer Service and Public Relations Diploma

UK Professional Development Academy LTD

Level 5 Diploma in Customer Service and Public Relations

Digital certificate - £42

Level 5 Diploma in Customer Service and Public Relations

Hard copy certificate - £74

Quiz Based Assessment

Included in course price

Customer Service and Public Relations Diploma

Modules Outline

Module 1: Customer Service

• State what customer service means in relation to all your internal and external customers.
• Recognise how your attitude affects customer service
• Identify your customers’ needs
• Use outstanding customer service to generate return business
• Build goodwill through in-person customer service
• Provide outstanding customer service over the phone
• Connect with customers through online tools
• Deal with difficult customers

Module 2:Customer Support

• Define customer support
• Know the different venues for customer support
• Recognize the challenges of customer support
• Learn different applications
• Know the proper forms of documentation
• Learning to be proactive in customer support

Module 3:Communication Strategies

• Understand what communication is
• Identify ways that communication can happen
• Identify barriers to communication and how to overcome them
• Develop their non-verbal and par verbal Customer Service and Public Relations
• Use the STAR method to speak on the spot
• Listen actively and effectively
• Ask good questions
• Use appreciative inquiry as a communication tool
• Adeptly converse and network with others

Module 4:Public Relations

• Network for success
• Manage “Meet and Greet” opportunities
• Dress for success
• Write effectively
• Set goals
• Manage media relations
• Plan issue and crisis communication
• Use social media

Module 5:Public Speaking

• Identify their audience
• Create a basic outline
• Organize their ideas
• Flesh out their presentation
• find the right words
• Prepare all the details
• Overcome nervousness
• Deliver a polished, professional speech
• Handle questions and comments effectively

Module 6:Call Center Training

• Define and understand call centre strategies.
• Identify different types of buying motivations.
• Create SMART Goals.
• Familiarize me with strategies that sharpen effective communication.
• Use proper phone etiquette.
• Set benchmarks.

Module 7:Coaching, SalesPeople

• Understand the definition of coaching
• Identify and monitor key information
• Communicate effectively
• Use coaching techniques
• Avoid common mistakes

Module 8:Contact Center Training

• How to get management involved in training.
• Why peer training works.
• Manners are important in the contact centre.
• How to build rapport with the callers.
• How to deal with difficult customers.

Module 9:Handling Difficult Customers

• Cultivate a positive attitude
• Manage internal and external stress
• Develop abilities to listen actively and empathize
• Build a rapport with customers in person and over the phone
• Understand the diverse challenges posed by customers
• Develop strategies to adapt to challenging circumstances

Module 10:Negotiation Skills

• Understand the basic types of negotiations, the phases of negotiations, and the skills needed for successful negotiating
• Understand and apply basic negotiating concepts: WATNA, BATNA, WAP, and ZOPA
• Lay the groundwork for negotiation.
• Identify what information to share and what to keep to yourself
• Understand basic bargaining techniques
• Apply strategies for identifying mutual gain
• Understand how to reach a consensus and set the terms of the agreement
• Deal with personal attacks and other difficult issues
• Use the negotiating process to solve everyday problems
• Negotiate on behalf of someone else

Customer Service and Public Relations Diploma Certificate

Upon successfully passing the course Final Test, the Learner must pay for a Certificate of Completion from UKPDA, either in PDF format or Hard Copy.

CPD Accredited Certificate of Completion (PDF format) = £42

CPD Accredited Certificate of Completion (Hardcopy) = £65 + postage charges local £9 = £74

CPD Accredited Certificate of Completion (Hardcopy) = £65 + postage charges International £14 = £79

Level 5 Diploma in Customer Service and Public Relations

Without any prior knowledge of customer service and public relations, the learners can take this training course. In addition, there are no age restrictions. Thus, anyone who is passionate and ambitious about Customer Service and Public Relations can take the course. There are no specific admission deadlines, and you can enrol in this course anytime.

Level 5 Diploma in Customer Service and Public Relations

There are no precise requirements for the Customer Service and Public Relations Certificate, as no prior knowledge or experience of these fields is required.

Students seeking to enrol in this course should meet the following requirements;

• Basic knowledge of English Language & Basic Computer Skills
• Be aged 16 years or above

Level 5 Diploma in Customer Service and Public Relations

After completing the course/training, you will be able to grip yourself with specific knowledge and skills with the highest level of confidence to improve yourself and enhance your skills for your career in the relevant employment sector.

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