This exclusive Level 7 Diploma in Customer Service Management provides detailed insights into the most important concepts and knowledge areas at the heart of quality customer care. Course content is delivered over a series of 20 modules, as follows:
Module 1 - Customer Service: An Introduction
A detailed introduction to the concept of customer care is provided in the first module, in which candidates consider the functions and objectives of a customer service framework. The consequences of failure to satisfy customer expectations are also discussed, along with the core characteristics of quality customer care.
Module 2 - Understanding Your Customers
Market research and customer analysis techniques are examined in the second module, in which candidates learn how to accurately identify and measure customer expectations. The importance of predicting customer behaviours is also discussed, along with tips for identifying a viable target market for a product or service.
Module 3 - The Customer Focused Organisation
Module Three outlines the importance of making all major decisions on the basis of the need, wants and expectations of the customer - rather than those of the business. The major benefits of running a customer-focused organisation are discussed, along with how to build a customer-focused workplace culture.
Module 4 - Creating a Customer Service Strategy
The main components of an effective customer service strategy are detailed and discussed in the fourth module, which examines the importance of strategy development and careful forward planning. The involvement of top leadership and senior management personnel in customer care strategy development is also discussed.
Module 5 - Implementing a Service Excellence Strategy
Module Five continues with the strategy implementation process, outlining several tools, techniques and tips for smooth and seamless integration. Communication as the cornerstone of effective strategy implementation is discussed, along with the importance of pursuing continuous improvement through strategy refinement.
Module 6 - Advance Training & Development for Effective Customer Service
Identifying and satisfying the training and development needs of customer service workers is discussed in Module Six. Candidates consider the benefits of ongoing training and development for both the business and the workforce, along with how quality training can single-handedly determine overall customer care quality.
Module 7 - Building Better Teams
Teamwork as a key component in customer excellence delivery follows in Module Seven, outlining a series of tips and guidelines for building more cohesive and motivated teams. Several challenges associated with team development are also presented and discussed, along with an overview of each of the key stages of team development.
Module 8 - The Concept of Empowerment & Ownership
Module Eight discusses how a culture of empowerment and ownership can significantly improve customer service quality. The benefits of empowering employees to take ownership of their actions are presented and discussed, along with the motivational aspects of discretionary award systems.
Module 9 - Effective Communication
Communication as a cornerstone of quality customer care is examined in depth in Module Nine. Topics covered include the development and implementation of a communication strategy, how to improve the quality of internal and external communications, the importance of avoiding communication breakdowns and more.
Module 10 - Active Listening
Continuing the communication theme, Module 10 presents a series of tips and techniques for building better listening skills. The key differences between hearing and active listening are discussed, along with how to leverage the power of non-verbal communication and more.
Module 11 - Building Strong Relationships with Customers
Candidates then learn how to proactively nurture better customer relationships and build a loyal customer base. Prioritising customer retention over attracting new customers is also discussed, along with the various loyalty programs and incentives that can be introduced to encourage repeat business.
Module 12 - CRM (Customer Relationship Management)
The fundamentals of an effective customer relationship management (CRM) strategy are detailed and dissected in Module 12, in which the goals, objectives and constraints of CRM are outlined. Candidates are also familiarised with CRM strategy development issues concerning privacy and data protection.
Module 13 - The Right Way to Manage Unprofitable Customers
Module 13 discusses the diplomatic way to deal with unprofitable customers, along with how to identify those who are of no value to your business as quickly and efficiently as possible. The importance of making every effort to convert unprofitable customers into profitable customers is also discussed.
Module 14 - Handling Complaints
The right way to handle complaints is then brought into discussion, in which candidates learn about the various different types of complaints and those who voice them. The potential benefits in all examples of negative feedback are also discussed, along with tips for defusing heated situations and dealing with difficult customers.
Module 15 - Conflict Resolution
The art of strategic conflict resolution is then explored, highlighting the inevitability of disagreements and disputes in the workplace. The potential benefits of conflict are presented and discussed, along with the most common causes of conflict and how most issues can be resolved through open discourse and discussion.
Module 16 - Anger Management
Anger management tips for customer service personnel follow in Module 15, which outlines several useful relaxation exercises and techniques for bringing anger under control. The importance of taking a proactive approach to anger management is also discussed, along with how to identify and take better control of anger ‘triggers’.
Module 17 - Stress Management
The causes and effects of stress are then examined in depth, along with how building a better understanding of stress holds the key to keeping it under control. Candidates are familiarised with a series of tools, techniques and strategies for reducing stress levels at work and elsewhere.
Module 18 - Time Management
A crash-course introduction to time management follows in Module 18, which again provides practical tips and guidelines for use at work and at home. The benefits of effective planning, scheduling and task prioritising are discussed, along with how to set goals and ensure they are achieved using the ‘SPIRIT’ model.
Module 19 - Telemarketing
Module 19 examines the benefits and drawbacks of telesales and remote customer care, along with how queries and complaints handled by phone call for a unique approach. Candidates learn how to create and use an impactful telesales script, plan effectively for every call, and build better listening skills.
Module 20 - Importance of Feedback in Customer Service
The course concludes with an exploration of feedback gathering techniques, along with how and why businesses must proactively encourage feedback - positive and negative. Tools and techniques for measuring customer loyalty and satisfaction are also discussed, along with the hidden benefit in every customer complaint/criticism.
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