Customer Service Skills Training
Find your ideal customer service skills training course Brentwood Open Learning College- the web’s most flexible distance learning specialists. Boost your CV and your career prospects with an endorsed Level 6 Customer Service Diploma, studying at a time and pace to suit your lifestyle. Our affordable customer service classes make it easy and convenient to study from home, for the opportunity to take your customer service career to the next level. This advanced diploma course covers a wide variety of topics and key customer service concepts over 15 detailed modules. Study customer service strategy development, training and development in customer service, complaint handling, dealing with unprofitable customers, how to build better teams and more.
Why Study Customer Service?
Quality customer service has become a primary performance driver across all sectors and business areas worldwide. Increasingly, it is the quality of the customer experience that single-handedly determines whether a business will strive or struggle to survive. More important than quality, value for money or even product availability, consumers on a global basis are prioritising customer support over all other facets of the experience. This has prompted employers and decision-makers to rethink their approach to customer care, allowing only the most talented and capable candidates to represent their businesses. From casual floor staff to team leaders to senior customer support personnel, expectations among employers when screening candidates have never been higher.
Brentwood Open Learning College is proud to offer an extensive range of endorsed customer service skills training courses for newcomers and experienced personnel alike. Each of the 15 modules outlined below concludes with an online assessment, which your assigned tutor will mark and return with constructive feedback:
Module 1 - An Introduction to Customer Service
A broad overview of the concept of customer service is presented in the first module, along with the functions and objectives of customer service from a contemporary perspective. Learners consider the benefits of quality customer service, the cornerstones of a superior customer service strategy and the importance of consistently satisfying expectations.
Module 2 - Understanding Your Customers
Candidates then assess the importance of conducting detailed market research and customer analysis, in order to build a detailed picture of the consumer’s wants and needs. Several typical approaches to conducting market research are presented and discussed, along with the criticality of selecting an appropriate target audience in the first place.
Module 3 - What is a Customer Focused Organisation?
The third module outlines the benefits of creating a customer-focused culture in the workplace, presenting a series of tips and techniques for enhancing customer focus in the workforce. Additional topics covered include the functions of recognition schemes, coaching and development, performance management and more.
Module 4 - Developing a Customer Service Strategy
Module Four covers the various steps that need to be taken to develop an effective customer service strategy, detailing and discussing its most crucial components. The roles played by leadership personnel and management are discussed, along with developing a customer service strategy that covers the guest experience in its entirety.
Module 5 - Implementing a Service Excellence Strategy
Focus then shifts to customer service strategy implementation, in which strategic communication plays a key role. Techniques for effectively marketing a service excellence strategy to internal and external customers are discussed, along with how commitment to continuous improvement is essential for effective service strategy implementation.
Module 6 - Training & Development for Customer Service
Module Six examines the training and development needs of customer care personnel, along with how quality training benefits the business, the workforce and the customer. The importance of accurately assessing training requirements and setting meaningful objectives is also discussed, along with tips for choosing the right approach to training.
Module 7 - Building Better Teams
The advantages and potential disadvantages of teams are highlighted in Module Seven, in which learners consider the benefits of strategic team development. Each of the key stages of the team development process are presented and discussed in depth, along with tips for accurately monitoring and measuring the performance of teams.
Module 8 - Empowerment & Ownership
In Module Eight, candidates learn how empowering team members to take ownership of their actions always encourages superior customer service. Strategies for building a culture of workplace empowerment are discussed, along with a series of longstanding empowerment myths and the functions of discretionary award schemes.
Module 9 - The Importance of Effective Communication
The critical role communication plays in all aspects of customer service is then discussed, alongside a detailed breakdown of the communication strategy development process. Candidates consider the importance of prioritising internal and external communications equally, while proactively avoiding breakdowns in communication at work.
Module 10 - Active Listening
Helpful tips, techniques and exercises for building better listening skills are presented and discussed in Module 10, along with the importance of active listening in a customer service setting. Learners study the art of accurately reading non-verbal cues, using body language to their advantage and asking the right questions at the right time.
Module 11 - CRM (Customer Relationship Management)
Customer loyalty and the importance of repeat business are then discussed, along with how and why customer retention should be prioritised over attracting new customers. Several popular techniques and strategies for improving customer retention are discussed, along with how CRM can be affected by a number of privacy issues.
Module 12 - Dealing with Unprofitable Customers
The importance of identifying and appropriately dealing with unprofitable customers follows in Module 12. Candidates learn how to convert unprofitable where possible, how to diplomatically deal with unprofitable customers and when to allocate resources to more important matters.
Module 13 - Complaint Handling
Pointers for professional complaint handling are provided and discussed in Module 13, which also examines the motivations for customer complaints and the personality of the complainer. The importance of striving to turn every negative into a positive for the business is also discussed, along with the ‘smart’ approach to complaint handling.
Module 14 - Telemarketing
Module 14 presents and assesses the potential benefits and limitations of telemarketing, along with how telephone support demands an entirely different approach to conventional customer support. Candidates learn how to produce and use an effective script, maximise the effectiveness of outbound calls with forward planning and more.
Module 15 - Importance of Customer Feedback
The course concludes with a detailed dissection of the functions, value and importance of customer feedback. Several crucial techniques for encouraging and collecting feedback are presented and discussed, along with how to measure customer loyalty objectively and monitor customer satisfaction accurately.
Brentwood Open Learning College offers some free certificate courses in Customer Services. Explore now on our website.
At the end of this course successful learners will receive a Certificate of Achievement from the Quality Licence Scheme and a Learner Unit Summary (which lists the components the learner has completed as part of the course).
This course and/or training programme has been endorsed by the Quality Licence Scheme for its high-quality, non-regulated provision and training programmes. This course and/or training programme is not regulated by Ofqual and is not an accredited qualification. Your training provider will be able to advise you on any further recognition, for example progression routes into further and/or higher education. For further information please visit the Learner FAQs on the Quality Licence Scheme website.
This advanced Level 6 Customer Service Diploma is ideal for anyone looking to climb the career ladder in a customer service setting. Typical job titles in the field include Customer Service Specialist, Customer Care Representative, Customer Service Manager, Retail Associate, Customer Service Ambassador, Customer Service Team Leader and many more besides. Management positions in customer service typically attached entry-level salaries of £20,000 or more.
At Brentwood Open Learning College, we welcome ambitious and enthusiastic candidates from all backgrounds worldwide. This fully endorsed Level 6 Customer Service Diploma may prove of particular interest to the following candidates:
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Customer service newcomers looking to make a strong start
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Existing customer service personnel pursuing promotion
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Business owners, managers, supervisors and team leaders
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Anyone considering starting their own business from scratch
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All customer service personnel looking to improve their skills
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Jobseekers working on their CVs and employment prospects
All courses from Brentwood Open Learning College come complete with all required learning materials as standard for unbeatable value for money. Enrol today, or contact a member of our admissions team anytime for more information.
