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Customer Services Level 4

Customer Service Level 4 by ABC Awards, CPD Accredited |90 CPD Credits | Tutor Support, Study Material & Exam included


Oxford Home Study College

Summary

Price
Save 98%
£10 inc VAT (was £540)
Offer ends 18 August 2020
Study method
Online, self-paced
Duration
240 Hours
Qualification
No formal qualification
CPD
90 CPD hours / points
Achievement
Endorsed by ABC Awards
Additional info
  • Exam(s) / assessment(s) is included in price
  • Tutor is available to students

60 students purchased this course

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Overview

Customer Services Level 4

Certificate of achievement in Customer Services Level 4. Additional CPD Accredited Certificate with 90 CPD points available with no extra study.

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!

Achievement

Endorsed by ABC Awards

CPD

90 CPD hours / points
Accredited by The CPD Standards Office

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

No particular entry requirement.

OPTION-I: Endorsed Certificate of Achievement from ABC Awards

At the end of the course, learner can claim an endorsed certificate by paying £95 accreditation fee+postal charges.

Certificate of course Completion

(soft copy) can be claimed for £15. If you need hard copy of this certificate you will pay £25

OPTION-II: CPD Certificate

Upon successful completion of the course, a fee is payable for a CPD Accredited Diploma in PDF format or hard copy.

CPD Accredited Diploma (PDF format)=£30

CPD Accredited Diploma (Hardcopy)=£85

Postage Charges:

National £9

International £15

Career path

Customer Services Level 4

Typical Customer Service positions include;

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

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FAQs

What does study method mean?

Study method describes the format in which the course will be delivered. At reed.co.uk 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 reed.co.uk, 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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