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Customer Service and Public Relations Diploma

Level 5 Diploma in Customer Service and Public Relations, CPD accredited With tutor support and Quiz based exam included

UK Professional Development Academy LTD


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£12 inc VAT (was £19.99)
Offer ends 31 July 2024
Study method
Course format What's this?
Reading material - PDF/e-book
4 weeks · Self-paced
Access to content
12 months
No formal qualification
100 CPD hours / points
  • Certificate of completion - £42
  • Certificate of completion - £65
Additional info
  • Exam(s) / assessment(s) is included in price
  • Tutor is available to students

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Level 5 Diploma in Customer Service and Public Relations, 24/7 Tutor Support, Quiz-based Assessment included. This course comes with easy-to-understand e-learning study material.

Customer Service and Public Relations courses are designed by specialists, considering the needs of both job seekers and people already working with established businesses. They cover most of your professional needs in the fields of business management and public administration.

The customer service and public relations diploma course will help you learn from scratch and lead you to a higher level of professionalism. As you may know, organisational skills are important because possessing good organisational skills establishes trust and professionalism in the workplace. So, if you are looking to gain various skills in customer service and public relations, then this is the course that suits you best.

Are you new to online learning?

Don’t worry. Along with providing the most professional courses, UKPDA also provides the most regular tutor support via online mediums and will guide you in every possible way to get the most out of your online course. Further to this, assessments are really challenging but interesting and will not take much of your time. You will have to read through the provided study material and attempt the Multiple Choice Questions (MCQs) afterwards.

This Customer Service and Public Relations course comprises various modules and sub-modules based on a higher level. You will learn the basics of customer services, customer support, customer service-communication strategies, customer service-public relations, customer service-public speaking, customer service call centre training, coaching salespeople, customer service-contact centre training, handling difficult customers and customer service-negotiation skills.

Course Benefit

The following is included for online study with the UK Professional Development Academy.

  1. Courses / Training that best suit to Work Experience, Knowledge and Skills
  2. Self-paced Training/Courses to continue working while studying
  3. Self-Paced Courses to get free from the deadlines
  4. Course materials include a Training Manual, Mock Quizzes, and Case Studies that challenge you to apply your knowledge. They can be in PDF, Microsoft Word, Excel, or PowerPoint format.
  5. Assessment resources are accessible through our online learning platform 24/7.
  6. A professional one-to-one tutor will provide all-inclusive assistance throughout the course online.


Certificate of completion

Digital certificate - £42

Upon successfully passing the Customer Service and Public Relations course Final Test, the Learner must pay for the CPD Accredited Certificate of Completion from UKPDA in PDF format or Hardcopy.

Certificate of completion

Hard copy certificate - £65

Upon successfully passing the Customer Service and Public Relations course Final Test, the Learner must pay for the CPD Accredited Certificate of Completion from UKPDA in PDF format or Hardcopy.


100 CPD hours / points
Accredited by Step Ahead CPD Qualifications

Course media


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

Who is this course for?

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

Career path

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.

Questions and answers

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Study method describes the format in which the course will be delivered. At Reed Courses, 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.

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 Reed Courses, many of which can be completed online.

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.

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