Strong and consistent customer service provision represents one of the most critically important elements of successful business operations. Regardless of the size, type or purpose of any given business, the provision of outstanding customer care can and will influence whether or not the brand as a whole remains viable and competitive. Just as an outstanding customer care team can propel a brand to the very top of its respective sector, poor customer service standards can fatally damage the reputation and stature of even the largest and most powerful global businesses.
In this introductory Customer Service Certification Online, candidates are introduced to the subject of contemporary customer care from a professional perspective. By dissecting and analysing each of the most critical elements that make up the total customer care package, candidates are able to better-understand what it is that not only attracts customers, but keeps them coming back time and time again. Ultimately, candidates are instilled with a deeper knowledge of customer expectations, the importance of empathy in the provision of customer service, identification and setting of goals, maintenance of strong customer relations at all times, effective problem solving techniques and how to deal with difficult customers.
Customer Service Certification Online, consists of the following four units:
Unit 1 – What is Customer Service
In the first course unit, candidates are provided with a broad introduction to the concept of customer service from a contemporary perspective, investigating each of the most critical elements of the total customer service package. Course content also covers setting goals, meeting expectations and generally identifying the needs of a target audience.
Unit 2 – Telephone Techniques
The second course unit focuses more specifically on telephone communications in customer service provision, incorporating an exploration of everyday request handling, the basics of professional telephone communication and the importance of empathy. Candidates are also provided with an insightful introduction to the basics of body language and the role it plays in customer service provision.
Unit 3 – Dealing with Difficult Customers
How to effectively and efficiently deal with more challenging customers and scenarios forms the core focus of Unit 3. Key concepts introduced include the assertiveness model and its practical use, a variety of methods for reducing conflict likelihood, the ‘Three Fs’, the six steps involved in professional problems solving and generally how to turn difficult situations around for the benefit of the business.
Unit 4 – Solving Customers' Problems
In the fourth and final course unit, candidates explore the recovery process with regard to solving the problems of their customers/target audience. A series of critical elements of the professional customer service package are investigated, along with essential reinforcement techniques and contemporary customer service tools/resources.
Paying in Instalments: £360 (Interest FREE Instalments)
No of Instalments: 10
Each Instalment: £28
Pay in Full: (£60 Discount) £360
At the end of this course successful learners will receive a Certificate of Achievement by ABC Awards and a Learner Unit Summary (which lists the details of all the units you have completed as part of your course).
The course itself has been designed by BOLC to meet specific learners’ or employers’ requirements. ABC Awards’ endorsement involves a robust and rigorous quality audit by external inspectors to ensure quality is consistently met. A regular review of courses is carried out as part of the endorsement process.
What is ABC Awards?
ABC Awards is a leading national Awarding Organisation, regulated by Ofqual, and the Welsh Government. They have a comprehensive portfolio of over 650 Ofqual regulated qualifications on the national Qualifications and Credit framework (QCF). It has a long-established reputation for developing and awarding high quality vocational qualifications across a wide range of industries. As a registered charity, ABC Awards combines 180 years of examination and assessment expertise but also implements a responsive, flexible and innovative approach to the needs of our customers.
Renowned for excellent customer service, and quality standards, ABC Awards also offers over 600 Ofqual 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.
Upon completion of this entry-level course, you will find your customer service skills and career prospects improved significantly. Whether already working in customer service or pursuing a new career path, you’ll have the option of applying for countless customer care roles in almost any setting. Introductory salaries usually range from £17,000 to around £25,000.
125 Hours Approx.
No entry requirement.
I credit BOLC with helping me step up to the position of team leader. I already had a passion for people and plenty of drive – I just needed a flexible course to help me develop my skills and knowledge.
I chose BOLC’s courses for my small customer service team of four and have been delighted with the quality of the content. Affordable, flexible and the overall service package was top notch. I’d recommend them to anyone.