Diploma in Customer Service and Opera PMS Software Training : Level 3

Diploma in Customer Service and Opera PMS Software Training - Level 3

This course is endorsed under the Quality Licence Scheme.

Get 2 accredited qualifications in 1 program. The submission of your assessment is compulsory to get your Quality License Scheme certification. However, if you take a 20 question MCQ examination, you can also receive a free e-certificate from CPD & iAP.

Every business wants to provide outstanding customer service in terms of improving their growth and visibility in the industry. Providing customer service does not always come easy to employees. It is a skill that needs to be learned and an art that needs to be mastered. The Diploma in Customer Service and Opera PMS Software Training at QLS Level 3 is perfect as it teaches learners how to provide this elusive customer service that enables an organisation to enhance their productivity and gain new customers to their fold. The course introduces learners to essential elements of customer service and how it can be applied in positions related to customer service management.

The course covers a range of modules that includes Opera PMS software training that will enable individuals to become professional Hotel Receptionists. It is a complete guide that teaches learners how to use the Opera PMS hotel booking system, engage in front-desk duties, handle challenging customer situations and applying customer service best practices within their job role.

The Diploma in Customer Service and Opera PMS Software Training at QLS Level 3 will enable learners to become efficient in customer service management and ensure they know the tips and techniques to keep customers happy. The course is academically helpful to learners looking to have a career in customer service management.

The Quality Licence Scheme, endorses high-quality, non-regulated provision and training programmes. This means that Global Edulink has undergone an external quality check to ensure that the organisation and the courses it offers, meet defined quality criteria. The completion of this course alone does not lead to a regulated qualification* but may be used as evidence of knowledge and skills gained. The Learner Unit Summary may be used as evidence towards Recognition of Prior Learning if you wish to progress your studies in this subject. To this end the learning outcomes of the course have been benchmarked at Level 3 against level descriptors published by Quality Licence Scheme, to indicate the depth of study and level of demand/complexity involved in successful completion by the learner.

This course has been endorsed by the Quality Licence Scheme for its high-quality, non-regulated provision and training programmes. This course is not regulated by Ofqual and is not an accredited qualification. We will be able to advise you on any further recognition, for example progression routes into further and/or higher education. For further information please visit the Learner FAQs on the Quality Licence Scheme website.

COURSE CURRICULUM

Module 01 : Customer Service and Legislation

• Introduction
• Customer service and legislation

Module 02 : Customers and Communication in Business

• Introduction
• Identifying customers and their characteristics
• How satisfaction is affected by customer service
• Understanding your products and services
• Communicating effectively with customers
• Tailoring your approach to suit customers

Module 03 : Creating a Positive Impression Among the Customers

• Introduction
• First impressions
• Building a strong rapport
• Responding appropriately

Module 04 : Dealing With Requests, Queries and Issues

• Introduction
• Recognising and dealing with queries in a professional manner
• How to work with colleagues to answer requests
• Keeping clients informed
• Using procedures and systems to deal with issues
• When to pass problems to a colleague
• Managing difficult situations
• Behaving assertively

Module 05 : Customer Relationship

• Introduction
• The importance of consistency
• Boosting a client’s confidence in you
• How your behaviour influences a customer
• Delivering to meet the standards of your company
• Continually meeting expectations
• Developing long-term customer relations

Module 06 : Feedback and Sales

• Introduction
• Identifying ways to improve
• Types of feedback
• Dealing with feedback
• Sharing information with others
• Providing information to customers
• Customers who have reservations

Access Duration

The course will be directly delivered to you, and you have 12 months access to the online learning platform from the date you joined the course. The course is self-paced and you can complete it in stages, revisiting the lectures at any time.

*Please note that Opera PMS software is not included with this course

Method of Assessment

This online course will be evaluated through written assignments. In order to complete this programme successfully, all students are required to complete a series of assignments. The completed assignments must be submitted via the online portal. Your instructor will review and evaluate your work and provide your feedback based on how well you have completed your assignments.

While the submission of your assignment is compulsory for you to get your Quality Licence Scheme certification, you can also receive another CPD & iAP, free e-certificate if you take a 20 multiple choice exam.

Certification

Those who successfully complete the course will be issued the Diploma in Customer Service and Opera PMS Software Training at QLS Level 3 by the Quality Licence Scheme.

Course Code: QLS-03793

Endorsed by

The Quality Licence Scheme is part of the Skills and Education Group, a charitable organisation that unites education and skills-orientated organisations that share similar values and objectives. With more than 100 years of collective experience, the Skills and Education Group’s strategic partnerships create opportunities to inform, influence and represent the wider education and skills sector.

The Skills and Education Group also includes two nationally recognised awarding organisations; Skills and Education Group Awards and Skills and Education Group Access. Through our awarding organisations we have developed a reputation for providing high-quality qualifications and assessments for the education and skills sector. We are committed to helping employers, organisations and learners cultivate the relevant skills for learning, skills for employment, and skills for life.

Our knowledge and experience of working within the awarding sector enables us to work with training providers, through the Quality Licence Scheme, to help them develop high-quality courses and/or training programmes for the non-regulated market.

• Customer Service Supervisors and Managers
• Anyone who wants to learn about customer service

• Learners should be age 19 or over, and must have a basic understanding of Maths, English, and ICT.
• A qualification at level 2 or above in any discipline

• Customer Service Manager – £27,782 per annum
• Customer Service Team Leader – £23,157 per annum
• Customer Service Supervisor – £19,487 per annum
• Assistant Manager, Customer Service – £20,522 per annum
• Hotel Floor Manager – £20,753 per annum
• Customer Service Associate – £18,802 per annum
• Customer Service Representative – £17,907 per annum
• Hotel Receptionist – £16,116 per annum