Customer Service

Level 5 Diploma in Customer Service Endorsed by ABC Awards I Tutor support and Assessments included in course price

Oxford Home Study College


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£10 inc VAT (was £740)
Offer ends 14 July 2020
Study method
Online, self-paced
300 Hours
Endorsed by ABC Awards
Additional info
  • Exam(s) / assessment(s) is included in price
  • Tutor is available to students

214 students purchased this course

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Customer Service Level 5

Diploma of Achievement in Customer Service Level 5 .If you’re serious about climbing to the top of the ladder in a Customer Service Level 5 setting, we’re serious about showing you the way! This Customer Service - Level 5 provides the most intensive, comprehensive overview of all key Customer Service issues and concepts. Study a detailed breakdown of the Customer experience, along with the importance of consistently exceeding expectations and turning every negative experience into a positive outcome. Learn how to provide every Customer with a memorable experience for all the right reasons, ultimately becoming a Customer Service specialist of limitless value!

This Customer Service - Level 5 course teaches essential elements of Customer Service and explains how these can be implemented for the success of a business. The Customer Service - 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 Customer Service - Level 5 is ideal for you. Providing efficient Customer Services is vital for every business.


Endorsed by ABC Awards

Course media


Customer Service Level 5

Thinking back, it’s unlikely you can think of more than a handful of times you were truly blown away by the Customer support you received. Nevertheless, the fact that you can remember the experience to this day illustrates just how powerful and important quality Customer care can be. Unfortunately, far too many companies overlook the true value of Customer Care – despite its capacity to make or break the entire organization. Likewise, simply settling for ‘good’ Customer support isn’t enough. In order to remain relevant with such ferocious competition, the only acceptable customer service standard is flawless.

Customer Services - Learning Outcomes

On successful completion of Customer Service - Level 5the 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 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 transferrable skills applicable in a range of industries and sectors.

Course Syllabus of Customer Service:

This Customer Service - Level 5 course covers the following modules:

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
  • 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 - Strategies for 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 - The Customer-Focused Organization

This module 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
  • 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 - Customer Services: 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
  • Building Customer Service into all Training and Development Activities
  • Plus more

Module 7 - Building strong relationship with Customers

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 - 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 9 - Concept of Empowerment & Ownership

This module 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
  • Plus more

Module 10 - The Right Way to Manage 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 11 - Handling complaints

This module 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
  • Plus more

Module 12 - Importance of Feedback in Customer Service

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

Course Benefits of Customer Services

This Customer Service - 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.

Course Material of Customer Service

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 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 Customer Service - Level 5 course with Oxford Home Study 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.

Who is this course for?

Customer Service - 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 - Level 5

There is no particular entry requirement of Customer Service - Level 5. We do not ask for any previous qualification or experience.

Endorsed Certificate of Achievement

At the end of the course, learner can claim an endorsed certificate by paying £120 accreditation fee.There are £9 postal charges for the UK students and £15 for the non UK students.

Certificate of Completion from OHSC

Certificate of Completion from OHSC (soft copy) can be claimed for £10. If you need hard copy of this certificate you will pay £25 + postal charges (£9 for UK students, £15 for outside UK)

Career path

Customer Service - Level 5

Typical customer service positions include;

  • Team leader
  • Customer Service manager
  • Customers relationship manager
  • Customers support officer
  • PR Manager

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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