Customer Service : Customer Service

Customer Service Professional Diploma Level 5

**4 Courses Bundle**

**FREE PR Course**FREE Communication Skills course **FREE COVID-19 Course

Diploma in Customer Service QLS Level 5. Additional CPD Accredited Certificate with 120 CPD points available with no extra study.

Endorsed Customer Service Certificate of Achievement. This exclusive Level 5 Customer Service Diploma is our most advanced distance learning program to date. Created by a team of academics and industry veterans, this endorsed Customer Service course lays the strongest possible foundation upon which to build a rewarding career in Customer Service.

What Will I Learn From This Customer Service Professional Diploma Level 5

On successful completion of this Customer Service : Level 5, the learner will be able to;

• Discuss overview of key Customer Service elements
• Investigate the process of listening to, questioning and confirming Customers’ needs.
• Understand how to develop a Customer Service strategy
• Explore a variety of effective training and development methods
• Develop the knowledge and principles that underpin outstanding Customer Care
• 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 transferable skills applicable in a range of industries and sectors.

Why Students prefer this Customer Service Diploma from CPD:

• Fully Endorsed Customer Service Course
• Customer Service Specialist Tutors
• Customer Service course does not expire till you successfully complete it
• The option to take study breaks at any time at no extra cost
• No deadlines, no time restrictions and no fixed schedules
• All required study materials and supporting documentation included as standard
• no additional costs or expenses at any time.
• Online assessments to test your new skills and knowledge
• The opportunity to enhance and improve your CV and career prospects.
• The opportunity to study from any location in the world.

Course Material

• Online course materials
• Question papers
• Additional Supporting Material
• Useful Links

**2 Free Gifts included **

**FREE PR Course**

This Free PR course covers the following topics:

• Introduction to Public Relations
• Definitions of Public Relations
• Elements in Public Relations
• The Public Relations Process
• Benefits of Public Relations

***FREE PR Course***

This Free Communication Skills covers the following topics:

• Introduction to Public Relations
• Definitions of Public Relations
• Elements in Public Relations
• The Public Relations Process
• Benefits of Public Relations

***FREE COVID-19 Course***

This Free Covid-19 course covers the following topics:

• What Are Coronaviruses?
• What is COVID-19?
• What Are the Symptoms of COVID-19?
• Is it a Cold, the Flu or COVID-19?
• Mild vs Severe Infection
• How is the Coronavirus Transmitted?
• When to End Self-Isolation at Home
• Is There a COVID-19 Vaccine?
• Is There a Treatment for COVID-19?
• Is it Safe to Take Ibuprofen for COVID-19?
• What Happens Next?

In this Customer Service Level 5course core concepts covered include identifying Customer requirements, the importance of exceeding expectations, the value of empathy in a Customer Care environment, dealing with complaints and difficult customers, problem-solving, stress management and how to transform every negative experience into a positive outcome. Study in your own time and at your own pace for an advanced Customer Service Diploma, which could transform your career prospects!

Quality Licence Scheme

This Customer Service course is endorsed by the Quality Licence Scheme. The Quality Licence Scheme, endorses high-quality, non-regulated provision and training programmes.

Customer Service

Course Benefits

When studying for a Customer Service Certificate Level 5 with Brentwood Open Learning College, 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 endorsed certificate from a recognised awarding organization, enhancing your CV and career prospects for life!

Customer Service

This Customer Service Level 5 teaches essential elements of Customer Service and explains how these can be implemented for the success of a business. The Level 5 also covers dealing with difficult situations, the importance/value of Customer feedback and how to handle complaints in an effective and beneficial manner. If you wish to implement an effective Customer Services programme in your organisation or simply want to develop skills for a rewarding career in roles this Level 5 is ideal for you. Providing efficient Customer Services is vital for every business.

Course Syllabus of Customer Service:

This Customer Service Level 5 course covers the following modules:

Unit 1 - Customer Services : An Introduction

This Customer Service unit 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

Unit 2 - Strategies for Understanding Your Customers

This Customer Service unit covers the following topics:

• Identifying Customer Expectations
• Listening, Questioning and Confirming
• Benefits of Meeting Expectations
• Means of Identifying Customer Needs
• Triggers and Customer Needs

Unit 3 - The Customer-Focused Organization

This Customer Service unit covers the following topics:

• Style Of Leadership
• The Creation of a Customer-Focused Environment
• Performance Management
• Coaching and Development
• Developing a Reward and Recognition Scheme
• Criteria for Rewards

Unit 4 - Creating Customer Service Strategy

This Customer Service unit 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

Unit 5 - Customer Services: Implementing a Service Excellence Strategy

This Customer Service unit covers the following topics:

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

Unit 6 - Advance Training & Development for Effective Customer Service

This Customer Service unit 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

Unit 7 - Building strong relationship with Customers

This Customer Service unit 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

Unit 8 - Effective Communication

This Customer Service unit 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

Unit 9 - Concept of Empowerment & Ownership

This Customer Service unit covers the following topics:

• Valued People Value Customers
• Myths about Empowerment
• Empowerment is Appropriate for All Organisations
• Building Staff Confidence to Ensure Ownership of Complaints
• Developing a Set of Discretionary Awards

Unit 10 - The Right Way to Manage Unprofitable Customers

This Customer Service unit 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

Unit 11 - Handling complaints

This Customer Service unit covers the following topics:

• Performance Response Standards
• Reasons for Customer Grievances
• Type of Complainers
• Complaint Management
• The Complaint Management Process
• Guidelines For Handling Complaints
• Complaints Analysis Reports
• Resolving Problems and Quality-Improvement Activities

Unit 12 - Importance of Feedback in Customer Service

This Customer Service unit 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

Course Benefits of Customer Service

This Level 5 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.

Tutor Support

When you enrol on a course with BOLC you are allocated your personal tutor. Tutor’s help and support will be available throughout your studies with the college.

Customer Service Professional Diploma Level 5

• Candidates looking for a career change
• Candidates looking to upgrade their CVs for better job prospects
• Existing Customer care workers looking to improve their skills for promotion
• Those planning to go on to higher-level studies upon completion
• Business owners, managers and supervisors
• Anyone serious about a rewarding career in Customer Care

Customer Service

No particular entry requirement

Option 1

Customer Service Diploma QLS Level 5 endorsed by Quality Licence Scheme

Certificate Fee: £120 + postal charges

Option 2

Customer Service Diploma issued by BOLC

PDF Certificate - FREE

Hard copy - £25 + postal charges

Option 3

CPD Accredited Certificate

(PDF format)=£30

(Hard copy)=£95 + postal charges

*Postage Charges: National £9, International £15

Customer Service

Typical Customer Service positions include;

• Team leader
• Customer Service Officer
• Customers relationship Officer
• Customers support officer
• PR Manager
• Support assistant

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