Level 2 & 3 in Customer Service, KYC, CDD, CRM, Retail Operations & B2B Business

Royal Open College

MCQ-Based Examination

Included in course price

• Module 1: Introduction to Customer Service 07:46

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

• Module 2: Communication Skills 12:09

  • 2: Module 2: Communication Skills 12:09

• Module 3: Understanding Customer Behaviour 10:15

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

• Module 4: Product Knowledge 11:00

  • 4: Module 4: Product Knowledge 11:00

• Module 5: Customer Service Standards 09:44

  • 5: Module 5: Customer Service Standards 09:44

• Module 6: CRM (Customer Relationship Management) 12:23

  • 6: Module 6: CRM (Customer Relationship Management) 12:23

• Module 7: Telephone Etiquette 08:28

  • 7: Module 7: Telephone Etiquette 08:28

• Module 8: E-mail Etiquette 10:06

  • 8: Module 8: E-mail Etiquette 10:06

• Module 9: Written Communication 10:57

  • 9: Module 9: Written Communication 10:57

• Module 10: Social Media Customer Service 10:56

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

• Module 11: Live Chat Support 09:12

  • 11: Module 11: Live Chat Support 09:12

• Module 12: Sales and Service 06:08

  • 12: Module 12: Sales and Service 06:08

• Module 13: Service Recovery 08:29

  • 13: Module 13: Service Recovery 08:29

• Module 14: Upselling and Cross-Selling Techniques 10:15

  • 14: Module 14: Upselling and Cross-Selling Techniques 10:15

• Module 15: Customer Service Metrics and KPIs 10:31

  • 15: Module 15: Customer Service Metrics and KPIs 10:31

• Module 16: Handling Customer Complaints 10:32

  • 16: Module 16: Handling Customer Complaints 10:32

• Module 17: Handling Challenging Situations 11:07

  • 17: Module 17: Handling Challenging Situations 11:07

• Module 18: Cultural Awareness and Diversity 09:31

  • 18: Module 18: Cultural Awareness and Diversity 09:31

• Module 19: Introduction to KYC and Customer Due 09:17

  • 19: Module 19: Introduction to KYC and Customer Due 09:17

• Module 20: Introduction to B2B Business Development 12:43

  • 20: Module 20: Introduction to B2B Business Development 12:43

• Module 21: B2B Customer Experience and Service 13:01

  • 21: Module 21: B2B Customer Experience and Service 13:01

• Module 22: Building an Effective Sales Strategy 12:11

  • 22: Module 22: Building an Effective Sales Strategy 12:11

• Module 23: Lead Generation and Prospecting 14:09

  • 23: Module 23: Lead Generation and Prospecting 14:09

• Module 24: Sales Pitch Development 13:01

  • 24: Module 24: Sales Pitch Development 13:01

• Module 25: Introduction to GDPR 05:36

  • 25: Module 25: Introduction to GDPR 05:36

• Module 26: Scope of GDPR 05:05

  • 26: Module 26: Scope of GDPR 05:05

• Module 27: Roles and responsibilities 05:28

  • 27: Module 27: Roles and responsibilities 05:28

• MCQ Assessment 03:00

  • 28: MCQ Assessment 03:00

• Course Completion 02:00

  • 29: Final Words 01:00
  • 30: Additional Information 01:00

The Customer Service, KYC, CDD, CRM, Retail Operations & B2B Business is designed to equip learners with the practical skills, knowledge, and confidence to provide exceptional customer service across various platforms and industries. Whether you're new to the field or looking to enhance your customer-facing skills, this course provides a strong foundation for success.

Curriculum of the Course

Module 1: Introduction to Customer Service
Gain an overview of the customer service landscape, its significance in business success, and the core principles that underpin excellent service delivery.

Module 2: Communication Skills
Learn how to communicate clearly, actively listen, and adapt your tone and approach to different customer needs and situations.

Module 3: Understanding Customer Behaviour
Explore the psychology behind customer actions and preferences to better anticipate their needs and improve satisfaction.

Module 4: Product Knowledge
Understand how in-depth product or service knowledge empowers customer service representatives to build trust and deliver accurate solutions.

Module 5: Customer Service Standards
Learn about quality service benchmarks, best practices, and how to maintain consistency in service across all customer touchpoints.

Module 6: CRM (Customer Relationship Management)
Discover how CRM tools and strategies help track customer interactions, improve relationships, and enhance the customer journey.

Module 7: Telephone Etiquette
Master effective phone communication, including tone, listening, handling queries, and managing difficult calls with grace.

Module 8: E-mail Etiquette
Learn how to structure and write emails effectively, respond to queries clearly, and maintain a courteous tone in written communications.

Module 9: Written Communication
Develop skills for creating clear, concise, and customer-friendly written content that enhances understanding and support.

Module 10: Social Media Customer Service
Understand the role of social media in modern customer service, including how to manage queries, feedback, and brand image online.

Module 11: Live Chat Support
Explore the techniques and tone needed for effective, efficient, and empathetic real-time communication via live chat platforms.

Module 12: Sales and Service
Understand the balance between service and sales, and how customer service interactions can support business growth.

Module 13: Service Recovery
Learn how to turn a negative customer experience into a positive one through effective resolution, empathy, and follow-up.

Module 14: Upselling and Cross-Selling Techniques
Gain practical strategies to recommend additional products or services that meet customer needs while enhancing revenue.

Module 15: Customer Service Metrics and KPIs
Explore the key performance indicators (KPIs) used to measure service success, including response time, satisfaction scores, and more.

Module 16: Handling Customer Complaints
Learn how to respond to complaints calmly and professionally, using problem-solving techniques to achieve positive outcomes.

Module 17: Handling Challenging Situations
Develop skills to manage difficult customer interactions, resolve conflict, and maintain a calm and solution-focused approach.

Module 18: Cultural Awareness and Diversity
Understand how to provide inclusive service by recognising and respecting cultural differences, values, and communication styles.

• Aspiring and current customer service representatives.
• Individuals involved in customer due diligence.
• Regulatory compliance officers.
• Customer service representatives who are seeking to improved communication skills.
• CRM practitioners.
• Anyone interested in customer relationship management.

Please Note: This course is designed to support your personal growth and skill development. After completing this course, learners can pursue the professional qualification 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)

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

• Customer Service Representative: £18,000 - £28,000 per year
• Customer Relationship Manager: £30,000 - £50,000 per year
• Customer Support Specialist: £20,000 - £35,000 per year
• Compliance Officer (KYC/CDD): £30,000 - £55,000 per year
• Call Center Supervisor: £25,000 - £40,000 per year

There are currently no Q&As for this course. Be the first to ask a question.