Customer Service - Course

Customer Service Level 5 Diploma - Upon successful completion, the learner will get an Endorsed Diploma from TQUK with 100 CPD Points

Customer Service Diploma is one of the best Customer Service Diploma offered by ILC to provide Knowledge about Communication in the Business Sector to those looking to work in the Customer Service Skills Sector. If you are interested in level 2 diploma in customer service, level 2 certificate in principles of customer service, Level 2 Certificate in Customer Service (RQF), level 3 diploma in customer service, level 3 certificate in principles of customer service then customer service diploma level 5 will be quite effective for you because it offers wider knowledge for the learners as compared to any other customer service diploma. Now customer services is consideredd as the backbone of any business because it helps the organizations in acquiring and retaining their customers. ILC is one of the Leading Online Customer Service Skills Diploma providers in the United Kingdom. Customer Service Skills Diploma includes 06 necessary modules that teach learners about their needs and succession in their professional lives. if you have completed a level 2 diploma in customer service or level 3 diploma in customer service you can take this course directly from ILC.

Customer Service Skills Diploma provides the learner with key information about application and skills demanded in business industries. Customer Service Skills Diploma provide lessons, modules, and quizzes to get access and knowledge on end provided with Professional Certificate that helps in Career building in professional life. Customer Service Skills Diploma makes learners able to communicate Strategies, Customer Services, Customer Support, and Call centre training latest version use and meeting management skills to succeed in their professional lives.

Course Benefits

The following is included for online study with ILC ( Inspire London College).

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 that include Training Manual, Mock Quizzes and Case Studies that challenge you to apply your knowledge that can be in PDF, Microsoft Word, Excel, PowerPoint format.
5. Assessment resources accessible through our online Moodle 24/7.
6. A professional one-to-one tutor to provide all-inclusive assistance throughout the course by online.

Modules Outline of Level 5 Diploma in 100 CPD Points

Module 1: Customer Service

This Customer Service module covers the following key topics:

• State what customer service means in relation to all your customers, both internal and external
• Recognize how your attitude affects customer service
• Identify your customers’ needs
• Use outstanding customer service to generate return business
• Build good will 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

This Customer Service module covers the following key topics:

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

Module 3: Communication Strategies

This Customer Service module covers the following key topics:

• 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 Skills
• 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: Call Center Training

This Customer Service module covers the following key topics:

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

Module 5: Coaching Sales People

This Customer Service module covers the following key topics:

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

Module 6: Contact Center Training

This Customer Service module covers the following key topics:

• How to get management involved in training.
• Why peer training works.
• That manners are important with a contact center.
• How to build rapport with the callers.
• How to deal with difficult customers.

Module 7: Handling Difficult Customers

This Customer Service module covers the following key topics:

• 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 8: Meeting Management

This Customer Service module covers the following key topics:

• Planning and Preparing
• Identifying the Participants
• How to choose the time and place
• How to create the agenda
• How to set up the meeting space
• How to incorporate your electronic options
• Meeting Roles and Responsibilities
• Use an agenda
• Chairing a Meeting
• How to deal with disruptions
• How to professionally deal with personality conflicts
• How to take minutes
• How to make the most of your meeting using games, activities and prizes

Module 9: Negotiation Skills

This Customer Service module covers the following key topics:

• 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 consensus and set the terms of agreement
• Deal with personal attacks and other difficult issues
• Use the negotiating process to solve everyday problems
• Negotiate on behalf of someone else

Module 10: Sales Team Motivation

This Customer Service module covers the following key topics:

• Discuss how to create a motivational environment
• Understand the importance of communication and training in motivating sales teams
• Determine steps your organisation can take to motivate sales team members
• Understand the benefits of tailoring motivation to individual employees
• Apply the principles of fostering a motivational environment to your own organisation

Course / Training Format

After successful enrolment, the learner will get access to ILC Moodle, where all the study material / Training Manual will be available. ILC Moodle can be accessed 24/7 anywhere, anytime.

Training Manual contains several modules, each having specific knowledge and case study at the end. All the courses material will be in the form of texts (images/illustrations), and there are no video or live lectures during the training course. The Test (MCQ’s) will be based on modules of the Training Manual.

Assessment

After studying through the training manual, Learner will have to attempt Final Test (online multiple-choice test – 2 attempts), if necessary, may attempt the test third times at no extra cost. Your test will be assessed automatically and straightaway so that you will directly know whether you have been successful or not. The passing score is 80%. You can retake the test in the case of not being successful at the first attempt.

Before attempting your Final Test, you will have the opportunity to test your proficiency with a Mock Test (online multiple-choice test - Unlimited attempts).

All test(s) are online and are taken either through or after the course; these are included in the course price.

Duration

The minimum time period to complete this training is 4 Weeks. But it is a self-paced course, and the duration of completion depends on the learner’s pace and ability to give time to study.

Learners will have access to their Training via Moodle for up to 12 months from the date of enrolment. During this period, flexibility will be given to learners for completing the course at any time.

Certificate

Upon successfully passing the course, Learner needs to pay for CPD Accredited Certificate of Completion either in PDF format or Hardcopy From ILC or ENDORSED certificate from the Awarding Body TQUK (Hardcopy Only)

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

CPD Accredited Certificate of Completion (Hardcopy) = £65 + postage charges £15 = £80

Endorsed Certificate from Awarding Body TQUK (Hardcopy Only) = £119 + postage charges £15 = £134

Individuals who doing customer service level 2 or customer service level 3 are eligible to take this course to enhance their knowledge and skills of customer service. After completing the course, Customer Service you will be able to grip yourself with specific knowledge and skills with the highest level of confidence to improve yourself and enhance the skills for your career in the relevant employment sector.

There are no precise requirements for Customer Service Diploma as no prior knowledge and experience of Customer Service is required.

Students seeking to enrol for this Customer Service course should meet the following requirements;

• Be aged 16 years or above
• Solid knowledge of English Language
• Working Knowledge of Information Communication Technologies for studying online that is the Internet and Microsoft Office
• A genuine desire to study and succeed.

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

Certificate of completion

Digital certificate - £42

Certificate of completion

Hard copy certificate - £65