What does it mean to deliver exceptional customer service? Excellent customer service is central to every business and organisation. If a company has been successful it is very likely that they have a base of loyal and solid customers. Customer expectations must not just be met but exceed at every point. The Diploma in Customer Service & Public Relations – Level 4 is an introduction to providing customer excellence from the perspective of modern businesses. As a pivotally important component, customer service will enable businesses to establish a strong reputation and success will naturally follow.

The course will discuss key topics such as principles of customer service, resolving customer complaints, monitoring customer feedback, understanding diversity in the workplace and focusing on customer retention.

Customer service is an in-demand skill and companies around the world are constantly looking for skilled customer service professionals. It is not just to improve the standard of customer service but also to manage the business image. The Diploma in Customer Service & Public Relations – Level 4 will benefit learners on being able to demonstrate your skills and knowledge to an array of potential employers.

The course has been endorsed under the Quality Licence Scheme. 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 4 against level descriptors published by Ofqual, to indicate the depth of study and level of demand/complexity involved in successful completion by the learner.

The course itself has been designed by Global Edulink* to meet specific learners’ and/or employers’ requirements which cannot be satisfied through current regulated qualifications. the Quality Licence Scheme endorsement involves robust and rigorous quality audits by external auditors to ensure quality is continually met. A review of courses is carried out as part of the endorsement process.

*Study365 is an approved reselling partner for Quality Licence Scheme courses under Global Edulink

*Regulated qualification refers to those qualifications that are regulated by Ofqual / CCEA /Qualification Wales

Learning Outcomes

• Have a clear understanding of the roles and responsibilities of customer service employees in multiple industries.
• Learn the fundamental basics of providing customer service in a business environment.
• Create a customer service programme based on best practices.
• Learn how to communicate with customers effectively.
• Learn how to respond to customer feedback appropriately.
• Learn how to retain customers.

Course Curriculum

1: Nature Of Customer Service

2: The Basic Principles Of Business

3: Handling Customer Complaints

4: How Important Is Customer Retention

5: Monitor Customer Service Practices And Improve Feedback

6: Treating Employees Equally

7: Employee Performance And Conflicts Management

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.

Method of Assessment

This online course is assignment-based with learners being assessed upon the submission of a series of assignments. Once you successfully submit the assignments, students will gain a professional qualification. The assignments must be submitted to the instructor through the online learning portal. The assignments will be reviewed and evaluated, with feedback provided to the student on how well they have fared.

Certification

the Quality Licence Scheme will provide successful learners with a Certificate of Achievement and a Learner Unit Summary, which lists the units completed by the learner through this course.

Course Code: QLS-04952

Awarding Body

Accredited body (Accreditation) the Quality Licence Scheme has long-established reputations for providing high quality vocational qualifications across a wide range of industries. the Quality Licence Scheme combines over 180 years of expertise combined with a responsive, flexible and innovative approach to the needs of our customers.

Renowned for excellent customer service, and quality standards, the Quality Licence Scheme also offer regulated qualifications for all ages and abilities post-14; all are developed with the support of relevant stakeholders to ensure that they meet the needs and standards of employers across the UK.

• Customer Service Managers, Customer Service Officers, Coordinators and Assistants
• Hotel Receptionists, Hotel employees of all levels
• Employees in multiple industries such as retail and public workers
• 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 recognised qualification at level 3 or above in any discipline.

• Customer Service Manager – £27,800 per annum
• Customer Service Supervisor – £19,553 per annum
• Customer Service Officer – £17,903 per annum
• Hotel Receptionist – £7.35 per hour
• Public Relations Coordinator – £23,298 per annum

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