High-quality customer service plays a role in the success and stability of every business at every level and spanning all contemporary sectors. Whether public, private or non-profit in nature, the service a business providesfor its clients and customers will ultimately determineits reputation, position and long-term relevance. Just as outstanding customer service can propel a business to incredible heights, lackluster customer service can shake even the of largest global brands to their very core.
This Customer Service Certification has being designed for those looking to build on an existing passion for superior service standardswith professional-level competencies. A comprehensive understandingof what any given target audience expects and how to consistently exceed expectations is one of the single most sought-after qualities at all levels of business on a global basis. Successful completion of this diploma therefore has the potential to open limitless doors for beginning or advancing existing careers in largely any industry area, spanning private and public sectors alike.
Over the course Customer Service Certificate, candidates explore the core elements of world-class customer service including both the beneficial effects of quality customer care and the detrimental impact of poor service standards. Essential insights on understanding and presenting the needs of customers combine with crucial theoretical teachings on customer service strategy development and associated team training and coaching. Customer Service Course Online, also covers dealing with difficult situations, the importance/value of customer feedback and how to handle complaints in an effective and beneficial manner.
This Customer Service Certification course consists of following 12 units:
Unit 1 - Introduction to Customer Services
The introductory course unit explores customer services as a concept, providing candidates with a broad overview of key customer service elements, the benefits of customer focus, identifying customer needs, caring for an existing customer-base and the evolution of customer service from a contemporary perspective.
Unit 2 - Understanding Your Customers
Course content in the second unit focuses more intensively on interpreting and understanding the needs and expectations of a target audience. Along with introducing the importance of customer understanding, candidates are guided through the process of listening to, questioning and confirming customers’ needs.
Unit 3 - What is a Customer Focused Organisation?
The concept of the customer focusedorganisation represents the core focus ofUnit 3. Candidates explore a variety of leadership styles, the fundamentals of creating customer-focused environments, the value of reward and recognition schemes and the development of an effective framework for the measuring and monitoring of performance.
Unit 4 - Developing Customer Service Strategy
Customer service strategy development enters the discussion in the fourth unit, which centers largely around the establishing of objectives, outlining a clear customer service vision and mission, the most important areas to focus on when developing a customer service strategy and building a culture where customer focus always takes precedence.
Unit 5 -Implementing a Service Excellence Strategy
The concept of the customer service excellence strategy is the central themein Unit 5, which guides candidates through the creation of a strategy, marketing customer excellence strategies for the benefit of brand reputation and how to effectively introduce a new program to current employees.
Unit 6 - Training and Development for Customer Service
Precisely how, why, where and to what extent training and development are directly connected to customer service standards is explored in-depth throughout the sixth unit. Candidates investigate the identification of training and development objectives, a variety of effective training and development methods and how to incorporate customer service excellence in all aspects of training and development.
Unit 7 - Importance of Effective Communication
The relationship between communication and a strong customer service strategy represents the core focus of Unit 7. Candidates are introduced to communications strategy development, internal and external customer communication and a variety of training materials, tools and approaches.
Unit 8 - Building Long-Term Customer Relations
The importance of repeat business and the development of long-term customer relations form the central themes ofUnit 8. Course content explores the differences between satisfaction and delight, what it is that nurtures and encourages loyalty, why some businesses depend on long-term relationships more than others and additional key concepts central to customer relationship management.
Unit 9 - Dealing with Unprofitable Customers
Tried and tested strategies for dealing with unprofitable customers are introduced in Unit 9, guiding candidates through the analysis of customer value, better-understanding customer behaviour and ultimately how to turn an unprofitable customer into a profitable customer.
Unit 10 - Importance of Customer’s Feedback
The value of customer feedback forms the central topic of Unit 10, in which candidates explore the true value and impact of listening to customers, effective monitoring and analysis of customer satisfaction, how to proactively monitor customer complaints and the measurement of customer loyalty.
Unit 11 - Complaints Handling
Professionally handling complaints from a business perspectiveis introduced in the penultimate course unit, which guides candidates through the various different types of complaints and complainers, effective processes for managing complaints, the production of complaint-analysis reports and ultimately how to turn complaints around to work in the brand’s favour.
Unit 12 -Empowerment & Ownership
In the final course unit, candidates explore the relationship between employee satisfaction and its resulting impact on customer service. The way in which valued employees instinctively value customers is dissected and investigated, along with the potential value of developing a discretionary rewards/awards system and generally creating a culture of empowerment.
Paying in Installments: £560 (interest FREE Installments)
Deposit: £104
No of Installments: 12
Each Installment: £38
Pay in Full: (£100 Discount) £460
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 has been endorsed under the ABC Awards’ Quality Licence Scheme. This means that Brentwood Open Learning College have undergone an external quality check to ensure that the organisation and the courses it offers, meet certain quality criteria. The completion of this course alone does not lead to an Ofqual regulated qualification but may be used as evidence of knowledge and skills towards regulated qualifications in the future. The unit summary can be used as evidence towards Recognition of Prior Learning if you wish to progress your studies in this sector. 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 difficulty involved in successful completion by the learner.
The course itself has been designed by Brentwood Open Learning College 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.
If you’re serious about a life-long career in customer care, this high-level qualification could help take you to the top. Typical positons you may choose to pursue include customer service manager, team leader, customer relations manager, PR manager and many more besides, with salaries varying from £20,000 to £50,000+.
Related Links:
Certificate in Customer Services (Level 3)
Course Level
Level 4
Awarding Body
ABC Awards
Study Method
Online Learning
Course Duration
260 Hours Approx.
Entry Requirements
No Entry Requirements
Start Date
Ongoing
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.
