Level 2 & 3 Diploma in Customer Service with Communication Skills & Conflict Management

Royal Open College

Reed Courses Certificate of Completion

Digital certificate - Included

• Module 01: Introduction to Customer Service 07:46

  • 1: Module 01 - Introduction to Customer Service 07:46

• Module 02: Customer Service Standards 09:44

  • 2: Module 02 - Customer Service Standards 09:44

• Module 03: Understanding Customer Behaviour 10:15

  • 3: Module 03 - Understanding Customer Behaviour 10:15

• Module 04: Communication Skills 12:09

  • 4: Module 04 - Communication Skills 12:09

• Module 05: Listening Skills 09:46

  • 5: Module 05 - Listening Skills 09:46

• Module 06: Telephone Etiquette 08:28

  • 6: Module 06 - Telephone Etiquette 08:28

• Module 07: CRM (Customer Relationship Management) 12:23

  • 7: Module 07 - CRM (Customer Relationship Management) 12:23

• Module 08: Communication and Leadership 09:25

  • 8: Module 08 - Communication and Leadership 09:25

• Module 09: Communication in the Workplace 09:56

  • 9: Module 09 - Communication in the Workplace 09:56

• Module 10: Live Chat Support 09:12

  • 10: Module 10 - Live Chat Support 09:12

• Module 11: Persuasive Communication 10:20

  • 11: Module 11 - Persuasive Communication 10:20

• Module 12: Social Media Customer Service 10:56

  • 12: Module 12 - Social Media Customer Service 10:56

• Module 13: Intercultural Communication 09:59

  • 13: Module 13 - Intercultural Communication 09:59

• Module 14: Handling Customer Complaints 10:32

  • 14: Module 14 - Handling Customer Complaints 10:32

• Module 15: Conflict Resolution 09:24

  • 15: Module 15 - Conflict Resolution 09:24

• Module 16: Introduction to KYC and Customer Due 09:18

  • 16: Module 16 - Introduction to KYC and Customer Due 09:18

• Module 17: Identifying and Verifying the Customer's Identity 11:04

  • 17: Module 17 - Identifying and Verifying the Customer's Identity 11:04

• Module 18: Enhanced Due Diligence (EDD) 09:13

  • 18: Module 18 - Enhanced Due Diligence (EDD) 09:13

• Module 19: Sanctions Screening 10:43

  • 19: Module 19 - Sanctions Screening 10:43

• MCQ Assessment 03:00

  • 20: MCQ Assessment 03:00

• Course Completion 02:00

  • 21: Final Words 01:00
  • 22: Order Your CPD Certified Certificate (Optional) 01:00

Level 2 & 3 Diploma in Customer Service with Communication Skills & Conflict Management

This Level 2 & 3 Diploma in Customer Service with Communication Skills & Conflict Management course is designed to equip individuals with comprehensive knowledge and in-demand skills essential while being specifically tailored for aspiring and current customer service professionals, supervisors. The course ensures learners can build strong customer relationships, manage diverse interactions, and confidently resolve challenging situations while contributing to a positive customer experience, aligning with modern industry demands.

★★★ Course Curriculum of the Level 2 & 3 Diploma in Customer Service Program ★★★

Module 01: Introduction to Customer Service
Learn the foundational principles of customer service, its critical role in business success, and how it fosters lasting customer relationships.

Module 02: Customer Service Standards
Understand how to establish, maintain, and exceed customer service standards, ensuring consistency and excellence in all interactions.

Module 03: Understanding Customer Behaviour
Explore various customer profiles, their underlying needs, expectations, and motivations to tailor your service approach for maximum engagement.

Module 04: Communication Skills
Develop core verbal and non-verbal communication techniques essential for clear, empathetic, and impactful interactions in a professional setting.

Module 05: Listening Skills
Master the art of active and empathetic listening, a crucial skill for understanding customer needs, building rapport, and resolving issues efficiently.

Module 06: Telephone Etiquette
Acquire professional telephone communication practices, including call handling, voice modulation, and effective problem-solving over the phone.

Module 07: CRM (Customer Relationship Management)
Understand the principles and practical applications of CRM systems for managing customer data, improving relationships, and personalizing service delivery.

Module 08: Communication and Leadership
Explore the interplay between communication and effective leadership, focusing on how clear communication drives team performance and organizational goals.

Module 09: Communication in the Workplace
Learn best practices for professional communication within an organizational setting, including internal correspondence, meetings, and team collaboration.

Module 10: Live Chat Support
Develop specialized skills for providing prompt, clear, and effective customer assistance through live chat platforms.

Module 11: Persuasive Communication
Discover strategies for crafting compelling messages, influencing decisions, and building consensus in various professional and customer service contexts.

Module 12: Social Media Customer Service
Gain expertise in managing customer queries, feedback, and brand reputation across different social media channels.

Module 13: Intercultural Communication
Learn to navigate communication across diverse cultural backgrounds, fostering understanding and respect in a globalized service environment.

Module 14: Handling Customer Complaints
Master techniques for effectively receiving, addressing, and resolving customer complaints, transforming negative experiences into opportunities for loyalty.

Module 15: Conflict Resolution
Acquire essential strategies and tactics for mediating disputes, de-escalating tense situations, and achieving positive outcomes in professional conflicts.

Level 2 & 3 Diploma in Customer Service with Communication Skills & Conflict Management

Anyone who is interested in Customer Service can enrol in this course, like:

• New customer service representatives.
• Existing customer service professionals.
• Call centre agents.
• Client relationship managers.
• Sales and marketing staff.
• Anyone improving people skills.

From this Level 2 & 3 Diploma in Customer Service course, you will get the theoretical knowledge that need to excel in this field. After completing our course, you can also enrol in the following courses:

• Level 1 Award in Customer Service (RQF)
• Level 2 Award in Customer Service (RQF)
• Certificate in Know Your Customer & Customer Due Diligence
• Level 1 Certificate in Customer Service (RQF)
• Level 2 Certificate in Customer Service (RQF)
• Level 2 Certificate in Principles of Customer Service
• Level 2 Certificate in Principles of Customer Service (RQF)
• Level 2 Certificate in Principles of Customer Service (VRQ)
• Level 3 Certificate in Principles of Customer Service
• Level 3 Certificate in Principles of Customer Service (RQF)
• Level 1 Diploma in Customer Service (RQF)
• Level 2 Diploma in Customer Service (RQF)
• Customer Service Level 4
• Level 2 NVQ Certificate in Customer Service (RQF)
• Level 4 NVQ Diploma in Customer Service (RQF)

Level 2 & 3 Diploma in Customer Service with Communication Skills & Conflict Management

There is no prior requirement to enrol on this Customer Service course. All you need to enrol in this program is a smart device and stable internet connection access.

After completing this Level 2 & 3 Diploma in Customer Service course, you join in positions such as:

• Customer Service Advisor: £20,000 - £28,000
• Contact Centre Agent: £19,000 - £26,000
• Customer Relations Officer: £22,000 - £30,000
• Client Service Representative: £21,000 - £29,000
• Complaints Handler: £23,000 - £32,000
• KYC Analyst (Entry-Level): £24,000 - £35,000

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