- Exam(s) / assessment(s) is included in price
- Tutor is available to students
Customer Service Diploma
Diploma QLS Level 4 | *FREE PDF Certificate* Tutor Support & Exam | 90 CPD Credits | Free PR Course
Staff Training Solutions
Summary
Overview
Customer Service Diploma Level 4
Certificate of achievement in Customer Service Diploma QLS Level 4. Additional CPD Accredited Certificate with 90 CPD points available with no extra study. The course comes with easy to understand e-learning study materials.
Endorsed Certificate of Achievement. Created by a team of industry veterans and leading academics, this inspiring Customer Service Diploma Level 4 is one of our most popular courses. Explore a series of essential concepts and theoretical teachings, which include the anticipation of customers’ requirements and expectations, the importance of empathy in customer care, dealing with complaints and challenging customers, how to conduct telephone communications professionally, stress management, problem-solving and many more besides. Enjoy the freedom to study in your own time at a pace that suits you, with the ongoing support of your own personally-assigned tutor!
Quality Licence Scheme
This course is endorsed by the Quality Licence Scheme. The Quality Licence Scheme, endorses high-quality, non-regulated provision and training programmes.
Achievement
CPD
Course media
Description
If you’re a serious about a rewarding career in a customer service setting, you’ve picked the perfect time to get started! On a global basis, employers in record numbers are desperately seeking the input of those who know how to provide a consistently-excellent customer experience. These days, product quality and even value for money and will only get you so far. If you want to outperform the competition, you need to provide the kind of committed customer support that nurtures trust, loyalty and respect. If you know how to achieve this, you’re exactly the kind of invaluable resource businesses worldwide have come to rely on!
Learning Outcomes
On successful completion of this Customer Service Diploma - Level 4 course 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 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.
Couse Syllabus:
This Customer Service Diploma - Level 4 consist the following modules:
Module 1 - Customer Service - 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 - Knowledge of 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 - How to Develop a Customer Care 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 - Implementation of Customer Services Strategy
This module covers the following topics:
- Marketing a Service Strategy
- Engender Ownership
- Continuous Improvement
- Establish a Steering Group
- Plus more
Module 5 - Customer Services: Training and Development
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 Good Communication Skills.
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 - Creating Long-Lasting Customer Relationships
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 - Managing 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 - Benefits of Customer 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
Course Benefits:
This Customer Service Diploma - Level 4 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
All course materials are included in the Customer Service Diploma Level 4course 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 : Diploma Level 4 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
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 Staff Training Solutions 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?
- 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
Requirements
No particular entry requirement
Diploma in Customer Services QLS Level 4 endorsed by Quality Licence Scheme
Certificate Fee: £95 + postal charges
Option 2
Diploma in Customer Services issued by STS
PDF Certificate - FREE
Hard copy - £25 + postal charges
Option 3
CPD Accredited Certificate
(PDF format)=£30
(Hard copy)=£85 + postal charges
*Postage Charges: National £9, International £15
Career path
Typical customer service positions include;
- Team leader
- Customer service manager
- Customers relationship manager
- Customers support officer
- PR Manager
Questions and answers
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Legal information
This course is advertised on reed.co.uk by the Course Provider, whose terms and conditions apply. Purchases are made directly from the Course Provider, and as such, content and materials are supplied by the Course Provider directly. Reed is acting as agent and not reseller in relation to this course. Reed's only responsibility is to facilitate your payment for the course. It is your responsibility to review and agree to the Course Provider's terms and conditions and satisfy yourself as to the suitability of the course you intend to purchase. Reed will not have any responsibility for the content of the course and/or associated materials.
FAQs
Interest free credit agreements provided by Zopa Bank Limited trading as DivideBuy are not regulated by the Financial Conduct Authority and do not fall under the jurisdiction of the Financial Ombudsman Service. Zopa Bank Limited trading as DivideBuy is authorised by the Prudential Regulation Authority and regulated by the Financial Conduct Authority and the Prudential Regulation Authority, and entered on the Financial Services Register (800542). Zopa Bank Limited (10627575) is incorporated in England & Wales and has its registered office at: 1st Floor, Cottons Centre, Tooley Street, London, SE1 2QG. VAT Number 281765280. DivideBuy's trading address is First Floor, Brunswick Court, Brunswick Street, Newcastle-under-Lyme, ST5 1HH. © Zopa Bank Limited 2024. All rights reserved.