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Customer Services Level 4

Customer Service Level 4 Diploma Endorsed by ABC Awards


Oxford Home Study College

Summary

Price
Save 97%
£18 inc VAT (was £540)
Offer ends 23 July 2019
Study method
Online, self-paced
Duration
240 Hours
Qualification
Level 4 Diploma Customer Services (Certificate of Achievement)
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Additional info
  • Exam(s) / assessment(s) is included in price
  • Tutor is available to students

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Overview

Customer Services Level 4

Certificate of Achievement. Take the opportunity to carve-out a rewarding career in Customer Service, with the help of this exclusive Diploma in Customer Services Level 4! Suitable for newcomers and existing members of the workforce alike, this popular online study program provides an intensive introduction to a series of key Customer Services concepts.

Explore audience analysis, identification of customer requirements, the importance of exceeding expectations, telephone communications, how to deal with difficult Customers and requests, efficient problem-solving, the importance of empathy and so much more besides. Study in your own time from any location worldwide, for the opportunity to earn a endorsed Diploma in Customer Services!

Qualification

Level 4 Diploma Customer Services (Certificate of Achievement)
Awarded by ABC Awards

Course media

Description

Customer Services Level 4

Armed with the skills, knowledge and confidence to excel in a Customer Service environment, there’s no telling where your career could take you! Employers worldwide are placing greater emphasis on quality Customer Service provision than ever before – spurred by the growing demands of today’s consumer. It’s no longer enough to provide quality products at affordable prices and expect to succeed. Instead, successful companies are those that focus on Customer loyalty, going the extra mile to exceed expectations with every encounter. In such a competitive world, you cannot put a price on positive PR. As a result, careers in Customer Service have never looked brighter!

Learning Outcomes of Customer Services

On successful completion of Diploma in Customer Services 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.

Course Syllabus of Customer Service:

This Diploma in Customer Services 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 - 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

Course Benefits of Customer Services :

This Diploma in Customer Serviceshas 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 Diploma in Customer Services 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.

Diploma in Customer Services 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 Diploma in Customer Services 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 Diploma in Customer Services 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 Diploma in Customer Services 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 Services Level 4

  • 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

Customer Services Level 4

There is no particular entry requirement of Diploma in Customer Services. 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 £95 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 Services Level 4

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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