Customer Service Level 4
Interested in becoming one of the most important commodities in the eyes of employers? Why not study to become an advanced Customer Service specialist? These days, consumers are placing greater emphasis than ever before on the quality of the service they are provided with. Irrespective of the nature and extent of the purchase, it’s the overall customer experience they remember. Customer care plays a direct role in determining whether any given customer is likely to return, or recommend the company in question to anyone else. Businesses have never been more dependent on reputation and positive PR – all of which begins with the provision of superior Customer Service.
Customer Service Course Learning Outcomes
On successful completion of this Customer Service the learner will be able to;
- Discuss overview of key Customer Service elements
- Investigate the process of listening to, questioning and confirming customers’ needs.
- Explore a variety of leadership styles, the fundamentals of creating customer-focused environments and the value of reward and recognition schemes
- Understand how to develop a customer service strategy
- Learn how to effectively introduce a new program to current employees.
- Explore a variety of effective training and development methods
- Improve your communication skills to strengthen relationships and interactions with customers and colleagues
- Develop the knowledge and principles that underpin outstanding customercare
- Explore techniques for building long-term customer relations
- Discuss how to turn an unprofitable customer into a profitable customer.
- Explore the true value and impact of listening to customers
- Discuss how to professionally handling complaints from a business perspective
- Explore the relationship between employee satisfaction and its resulting impact on customer service.
- Gain or develop key transferrable skills applicable in a range of industries and sectors.
Customer Service Course Syllabus:
This Customer Service Course covers the following units:
Module 1 - Introduction to Customer Services
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
- Benefits of a Customer-Centred Organization
- Customer Satisfaction
- Knowing your Customer’s Needs and Requirements
- Changing Nature of Customer Service
- Reasons for Developing Long-Term Relationships with
- Importance of Customer Feedback and Complaints
- Plus more
Module 2 - Understanding Your Customers
This module covers the following topics:
- Identifying Customer Expectations
- Listening, Questioning and Confirming
- Benefits of Meeting Expectations
- Means of Identifying Customer Needs
- Triggers and Customer Needs
- Plus more
Module 3 - Developing 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 4 - 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 5 - Training and Development for 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
- Building Customer Service into all Training and Development Activities
- Plus more
Module 6 - Importance of Effective Communication
This module covers the following topics:
- Importance of Effective Communication
- Developing A Communication Strategy
- Communicating Service To External Customers
- Communication of Service Quality to the Internal Customer
- Training Material
- Plus more
Module 7 - Building Long-Term Customer Relations
This module covers the following topics:
- Incentives and Loyalty Schemes
- Sales-Force Automation
- Marketing Automation
- Operational CRM
- The Goal of CRM (Customer Relationship Management)
- The Primary Stages of the CRM Value Chain
- Plus more
Module 8 - Dealing with Unprofitable Customers
This module covers the following topics:
- Dealing with Unprofitable Customers
- Customer Behaviour and Customer Behaviour Database
- Customer Value Analysis
- Change Unprofitable Customers into Profitable Customers
- Evaluating Your Customers’ Value, Segment by Segment
- Plus more
Module 9 - Importance of Customer’s Feedback
This module covers the following topics:
- Barriers to Listening
- The Monitoring of Complaints and Compliments
- The Value of Listening to Customers
- Monitoring Customer Satisfaction
- Self-Completion Questionnaires
- Measuring Customer Loyalty
- Plus more
Customer Service Course Benefits:
This Customer Service Course has the following benefits:
- Full Tutor Support
- Self paced, no fixed schedules
- Available to students anywhere in the world
- 24/7 Access to the LMS ( Learning Management System )
- Easy to understand quality e-learning study materials.
Customer Service Course Material
All course materials are included in the course price. All your study material will be available on our learning management system for which you will get access once you are enrolled. The material can be downloaded and printed as well.
Our distance learning Customer - Service course materials are specially written for home study and contain a wealth of knowledge in easy to understand language. We use variety of media to help you learn. Your course may use any of the following different media which you can use from home or where ever you choose to study:
- Online course materials
- Question papers
- Additional Supporting Material
- Useful Links
Customer Service Course assessment
You will be continually assessed throughout the course. Your assignment will be marked by your tutor and independently moderated. The feedback on your assignment will then be sent to you. On receipt of this, you may wish to contact your tutor to discuss the feedback.
Tutor Support
When you enrol on a course with Brentwood Open Learning College you are allocated your personal tutor. Tutor’s help and support will be available throughout your studies with the college. He/she will assess your work and will provide you with regular feedback on your progress.
