Customer Service and Relation Management Course

FREE PDF Certificate | CPD Certified Training | 30 CPD Points | Assessment Included | Tutor Support | 1 Year Access



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£21 inc VAT (was £339)
Offer ends 31 October 2020
Study method
Online, self-paced
41 hours
Access to content
1 year
No formal qualification
Additional info
  • Certificate of completion available and is included in the price

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Our popular Customer Service and Relation Management Course content is high-quality, in-depth, and designed by industry experts.

Condensed into separate bite-size modules, the course teaches you everything you need to know for success in the profession.

If you’re looking to carve out a career in customer service and relationship management, then this is the course for you. Customer Relationship Management (CRM) is a business strategy for maximizing shareholder value through acquiring, enhancing and retaining desired customers. This Customer Service and Relation Management Course will examine the concepts, processes and technologies an organization uses to achieve superior performance through client intelligence. Aligning business activities around the client creates an opportunity to collect an extensive quantity of client-related descriptive and behavioral data that will be very useful. The course seeks to improve development in the service industries, addressing the need for better customer relationships. The course will give you the knowledge and skills you need to know in relation to customer service, \Business communications, Doing your best for the organisation, managing customer relationships, and becoming a customer service professional.

Benefits of studying the Customer Service and Relation Management Course

  • Earn a free e-certificate upon successful completion.
  • Accessible, informative modules taught by expert instructors
  • Study in your own time, at your own pace, through your computer tablet or mobile device
  • Benefit from instant feedback through mock exams and multiple-choice assessments
  • Get 24/7 help or advice from our email and live chat teams

Course media


Course design

The course is delivered through our online learning platform, accessible through any internet-connected device. There are no formal deadlines or teaching schedules, meaning you are free to study the course at your own pace.

You are taught through a combination of

  • Video lessons
  • Online study materials
  • Mock exams
  • Multiple-choice assessment

************************** Course Modules **************************

Understanding Customer Service

  • Understanding Customer Service
  • Identifying Customer Expectations
  • Providing Excellent Customer Service
  • Focusing on the Customer
  • Customer Service and the Telephone
  • Handling Complaints
  • Enduring Stress

Business Communication

  • Identifying Basic Communication Techniques
  • Formal and Informal Communication
  • Describing Verbal and Non-verbal Communication
  • Understanding Body Language
  • Making Effective Presentations
  • Fundamentals of Productive Meetings
  • Written Communication
  • Electronic Communication
  • Creating Graphics for Business Communication
  • Communicating Static Information
  • Communicating Dynamic Information

Effectively Working for Your Boss

  • Representing Your Boss
  • Communicating Your Boss’s Decisions
  • Supporting Your Boss and Colleagues
  • Building a Partnership with Your Boss
  • Identifying Goals
  • Energy Distribution
  • Time Logs
  • Personal World View
  • Strengths
  • A Building Your Toolbox
  • Establishing Your Action Plan

Customer Service

  • What is Customer Service?
  • Who Are Your Customers?
  • Six Critical Elements
  • Understanding Leadership
  • Five Practices of Leadership
  • Asking the Right Questions
  • Close with Vocals
  • Closing Down the Voice
  • Cold and Warm Calls
  • Developing Your Script
  • Did You Hear Me?
  • It’s More Than Just a Phase
  • Negotiation Techniques
  • News from Within
  • Perfecting the Script
  • Phone Tag and Getting the Call Back
  • Sales by Phone
  • Saying No
  • Staying Out of Voice Mail Jail
  • Stress Busting
  • Taking Messages
  • This is My Mentor
  • To Serve and Delight
  • Who are Your Customers?

Customer Relationship Management Training

  • Customer Relationship Management
  • What CRM Is and Who It Serves
  • Checklist for Success
  • Requirement Driven Product Selection
  • Considerations in Tool Selection
  • Strategies for Customer Retention
  • Building the Future
  • Homegrown vs. Application Service Provider
  • The Development Team
  • Evaluating and Reviewing Your Program

Relationship with Customers

  • Good Customer Relationship – Why is it Important?
  • Understanding Your Customers
  • How to Calculate Customer’s Lifetime Value
  • How to Keep Your Customers Happy?
  • How to Get Your Customers to Say ‘Wow!’
  • Proven Methods of Customer Retention
  • The Art of Customer Follow-up
  • Loyalty Marketing Program
  • Promotional Items to Enhance Customer Relations
  • Handling Customer’s Complaints
  • How to Deal with Difficult Customers
  • Introducing the Seven Deadly Sins of Customer Service!
  • Customer Relationship Management (CRM) Software – The Benefits
  • Choosing a CRM Program
  • Customer Service over the Phone

Customer Relations and Dealing

  • Positive attitude maintenance
  • How to Manage your Stress (internal)
  • How to Manage your Stress (external)
  • Analytical skills
  • Challenging Customers
  • Phoning the customers
  • Face to face customers
  • Delicately handling customers
  • Examples of Challenging customers
  • Follow up!

Becoming A Customer Service Professional

  • Module One – Getting Started
  • Module Two: The Importance of Safety
  • Module Three – Establishing Your Attitude
  • Module Four – Identifying and Addressing Customer Needs
  • Module Five – Generating Return Business
  • Module Six – In-Person Customer Service
  • Module Seven – Giving Customer Service over the Phone
  • Module Eight – Providing Electronic Customer Service
  • Module Nine – Recovering Difficult Customers
  • Module Ten – Understanding When to Escalate
  • Module Eleven – Ten Things You Can Do to WOW Customers Every Time
  • Module Twelve – Wrapping Up

What you will be able to do on completion of the course

  • Discuss key customer service elements
  • Listen to, question and confirm customers’ needs.
  • Understand different leadership styles, the fundamentals of creating customer-focused environments and the value of reward and recognition schemes
  • Develop a customer service strategy
  • Introduce a new program to current employees.
  • Understand effective training and development methods
  • Improve your communication skills
  • Understand the knowledge and principles that underpin outstanding customer care
  • Build long-term customer relations
  • Turn an unprofitable customer into a profitable customer.
  • Know the value and impact of listening to customers
  • Handle complaints from a business perspective
  • Understand the relationship between employee satisfaction and its resulting impact on customer service.
  • Gain transferable skills applicable in a range of industries and sectors.


Upon successful completion of the course, you will be able to obtain your course completion PDF certificate free of cost. Print copy by post is also available at an additional cost of £9.99

Who is this course for?

This course is perfect for trying to learn potential professional skills and those looking to become a customer service and relations manager.

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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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