Customer Service

Customer Service (Level 7) Diploma Endorsed by ABC Awards | 200 CPD Hours/credits

CPD Courses


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£10 inc VAT (was £1,100)
Offer ends 11 August 2020
Study method
Online, self-paced
400 Hours
No formal qualification
200 CPD hours / points
Endorsed by ABC Awards
Additional info
  • Exam(s) / assessment(s) is included in price
  • Tutor is available to students

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Customer Service

Certificate of achievement in Customer Service Level 7. Additional CPD Accredited Certificate with 200 CPD points available with no extra study

Endorsed Certificate of Achievement. This popular Level 7 Customer Service Diploma provides an insightful introduction to the world of high-quality customer service provision. Explore a breakdown of the fundamentals of quality customer service, along with how to consistently meet customers’ expectations and the potential consequences of poor customer service. Study in your own time and at your own pace, with the help and support of your own personally-assigned tutor!

In the business world, the quality of the Customer Service and organisation provides can determine whether it succeeds or fails. The modern consumer is showing growing preference to brands that focus on customer service as their key priority – over and above factors like product choice and even low prices. Quality Customer Service brings the kind of loyalty that cannot be purchased at any price. Substandard Customer Service can wreak irreparable damage on even the strongest and most established reputations. For those who truly master the art of high-end Customer Service provision, career opportunities spanning most sectors on a global basis are limitless in scope.

This popular Customer Service Level 7 Diploma has been designed for anyone looking to excel in any customer service environment.

Study today for a brighter tomorrow and enjoy enhanced career prospects for life!


Endorsed by ABC Awards


200 CPD hours / points
Accredited by The CPD Standards Office

Course media


Customer Service

Superior Customer Service often divides successful businesses from those that struggle to survive. These days, the quality of the Customer Service you provide is every bit as important as both product quality and value for money. In fact, research suggests that the average consumer is willing to pay more for the same product, if accompanied by excellent customer service. For those with the skills and talents to deliver a positive and memorable experience for every customer, even the sky isn’t the limit. If interested in building a successful career in Customer Service, enrol today and study at home for a brighter tomorrow!

Customer Service - Course Benefits

When studying for a Level 7 Customer Service Award with CPD Courses, every candidate enjoys the following benefits:

  1. Provision of all essential course materials and lecture notes, along with case studies, practical exercises and key supporting documentation.
  2. 24/7 access to our exclusive digital learning platform and convenient online assessments at the end of each unit.
  3. The dedicated support of an experienced, qualified and professional tutor for ongoing assistance while completing your course.
  4. Complete access to recommend reference books, study aids and more via our extensive e-library.
  5. The opportunity to earn a fully-endorsed certificate from a recognised awarding organization, enhancing your CV and career prospects for life!

Customer Service - Learning Objectives

This Advanced-level Certificate in Customer Service provides candidates with a concise overview of professional Customer Service techniques from a contemporary business perspective. The course has been designed to help take those with limited Customer Service experience (or no prior knowledge whatsoever) to the next level in any Customer Service setting. Upon completion of the Customer Service course, candidates are primed and readied to take on more advanced customer service duties and responsibilities with confidence.

Delivered over the Customer Service course of twenty intensive modules, candidates explore the concept of quality Customer Service provision, along with effective telephone techniques, how to deal with challenging customers and scenarios, the importance of identifying customer expectations and how to exceed them with every encounter.

Key skills, talents and knowledge picked up along the way include:

  • A detailed understanding of the importance of quality customer service
  • The confidence to handle challenging customers and difficult situations
  • Advanced telephone communication skills
  • The ability to nurture and develop meaningful customer relationships
  • The opportunity to climb the career ladder in a customer service setting

Customer Service - Course Outline

Our entry-level Customer Service Level 7 Diploma is delivered over the course of twenty insightful modules - each concluding with an online assessment to verify your acquired knowledge and competencies. Your assigned tutor will provide you with comprehensive support at all times, in order to assist with your successful completion of each module.

Module 1 - Customer Services : An Introduction

This module covers the following topics:

  • Elements of Customer Service:
  • Classification of Customer Service
  • Service Quality & Customer Service
  • Effects of Poor Service on a Business
  • Plus more

Module 2 - Understanding Your Customers

This module covers the following topics:

  • Identifying Customer Expectations
  • Benefits of Meeting Expectations
  • Means of Identifying Customer Needs
  • Triggers and Customer Needs
  • Plus more

Module 3 - The Customer-Focused Organization

This module covers the following topics:

  • Style Of Leadership
  • Performance Management
  • Coaching and Development
  • Developing a Reward and Recognition Scheme
  • Criteria for Rewards
  • Plus more

Module 4 - Creating Customer Service Strategy

This module covers the following topics:

  • Involvement of the Top Management
  • The Role of the Manager and the Role of the Leader
  • Important Areas of Focus for Customer Service Strategy
  • Establishing a Customer-Focused Culture
  • Plus more

Module 5 - Implementing a Service Excellence Strategy

This module covers the following topics:

  • Marketing a Service Strategy
  • Engender Ownership
  • Continuous Improvement
  • Establish a Steering Group
  • Plus more

Module 6 - Advance Training & Development for Effective Customer Service

This module covers the following topics:

  • Importance of Training and Development in Customer Service
  • Identifying Training and Development Objectives
  • Training and Development Methods
  • Plus more

Module 7 - Building Better Teams

This module covers the following topics:

  • Defining, Evaluating and Managing Teams
  • The Stages of Team Development
  • Plus More

Module 8 - Concept of Empowerment & Ownership

This module covers the following topics:

  • Valued People Value Customers
  • Myths about Empowerment
  • Empowerment is Appropriate for All Organisations
  • Developing a Set of Discretionary Awards
  • Plus more

Module 9 - Effective Communication

This module covers the following topics:

  • Importance of Effective Communication
  • Developing A Communication Strategy
  • Communication of Service Quality to the Internal Customer
  • Training Material
  • Plus more

Module 10 - Active Listening

This module covers the following topics:

  • The Basics of Active Listening
  • Understanding the Communication Process
  • Plus More

Module 11 - Building strong relationship with Customers

This module covers the following topics:

  • Incentives and Loyalty Schemes
  • Operational CRM
  • The Goal of CRM (Customer Relationship Management)
  • The Primary Stages of the CRM Value Chain
  • Plus more

Module 12 - CRM (Customer Relationship Management)

This module covers the following topics:

  • Different Faces of CRM
  • Privacy Issues
  • Development of Customer Relationship Management Plan
  • Strategies for Customer Retention
  • Plus More

Module 13 - The Right Way to Manage Unprofitable Customers

This module covers the following topics:

  • Dealing with Unprofitable Customers
  • Change Unprofitable Customers into Profitable Customers
  • Evaluating Your Customers’ Value, Segment by Segment
  • Plus more

Module 14 - Handling complaints

This module covers the following topics:

  • Performance Response Standards
  • Complaints Analysis Reports
  • Resolving Problems and Quality-Improvement Activities
  • Plus more

Module 15 - Conflict Resolution

  • Understanding Conflicts and Its Types
  • Different Stages of Conflict
  • The Role of Communication in Conflict Resolution
  • Conflict Management

Module 16 - Anger Management

  • The Assertiveness Formula
  • Questioning Skills
  • Other Ways of Managing Anger
  • Relaxation Techniques

Module 17 - Stress Management

This module covers the following key topics:

  • Understanding Stress
  • Strategies to Manage stress
  • Time Management

Module 18 - Time Management

This module covers the following key topics:

  • Prioritising your Time
  • Changing Our Perspective
  • Setting Goals with SPIRIT
  • Setting Up a Routine

Module 19 - Telemarketing

This module covers the following topics:

  • Verbal Communication
  • Exceptional Things About Telephone Sales
  • Active Listening Skills
  • Developing Your Script
  • Pre-Call Planning

Module 20 - Importance of Feedback in Customer Service

This module covers the following topics:

  • Barriers to Listening
  • The Monitoring of Complaints and Compliments
  • Self-Completion Questionnaires
  • Measuring Customer Loyalty
  • Plus more


Successful completion of this course enables students to progress onto the following courses:

  • Course in Customer Service
  • Diploma in Customer Service

Who is this course for?

Customer Service

We’ve designed our Customer Service Advanced Diploma Level 7 with comprehensive flexibility and accessibility in mind. Suitable for anyone looking to build a rewarding career in customer service, both job seekers and existing members of the workforce alike could find this exclusive program invaluable. In addition, business owners and entrepreneurs could benefit from targeted customer service training, as could managers, supervisors and team leaders at all levels.

CPD Courses is proud to offer a uniquely flexible approach to distance learning, open to candidates with the desire to succeed on a global basis. Our courses are free from the usual deadlines and time restrictions, with course materials accessible 24/7 via our innovative digital learning platform. Candidates are assisted from start to finish by their own personally-assigned tutors and all assignments and assessments can be completed remotely – no classroom exams or in-person meetings required.

With enrolment open 365 days a year, why not take that first important step towards the career you know you’re capable of today?


Customer Service Diploma

There is no particular entry requirement.

OPTION-I: Endorsed Certificate of Achievement from ABC Awards

At the end of course, learner can claim an endorsed certificate by paying £170 accreditation fee+postal charges.

Certificate of Course Completion

(soft copy) can be claimed for £15. If you need hard copy of this certificate you will pay £25

OPTION-II: CPD Certificate

Upon successful completion of the course, a fee is payable for a CPD Accredited Diploma in PDF format or hard copy.

CPD Accredited Diploma (PDF format)=£30

CPD Accredited Diploma (Hard copy)=£150

Postage Charges:

National £9

International £15

Career path

Customer Service

Upon successful completion of our Customer Service, candidates may choose to pursue an extensive range of careers including:

  • Customer Care Operator
  • Customer Care Representative

Questions and answers

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


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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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