Customer Service Management Course

Take advantage of the growing demand for elite customer service personnel, with this exclusive customer service management course. Brentwood Open Learning College is proud to offer this advanced customer service management training program, designed for distance learning and open for enrolment throughout the year. Learn how to accurately gauge customer expectations, establish the needs of a target audience and strive for excellence in all aspects of customer support. Study the benefits of the customer-focused organisation, the hallmarks of an effective customer service strategy and the true value of building long-term customer relationships. Whatever your background and experience in customer service, this endorsed Level 5 Diploma could help you take that next big step. Enrol online, or contact the distance learning experts at BOLC anytime for more information.

Why Study Customer Service?

Increasingly, businesses worldwide are investing heavily in delivering the all-round customer experienced. For the first time, quality products and low prices are not enough to guarantee success in business. If you fail to meet or exceed the expectations of today’s increasingly discerning customer, you cannot expect to compete. This is where the skills and talents of elite customer service managers can make all the difference. Satisfying customers is one thing, but nurturing long-term loyalty through exceptional customer service is something else entirely. Worldwide, demand for capable and confident customer service personnel is at an all-time high. For those who excel in customer service, incredible career opportunities follow naturally.

Our most advanced customer service diploma provides a comprehensive introduction to the art of effective customer care. Course content is delivered over a series of 12 detailed modules, each examining a different aspect of customer service and the customer experience:

Unit 1. Introduction to Customer Services

The first module introduces customer service as both an essential business concept and a profession, during which candidates consider the major responsibilities in the field of customer care. Typical challenges in the provision of superior customer service are examined, along with the importance of consistently superior customer relations from a wider business perspective.

Unit 2. Understanding Your Customers

Candidates then learn how to both identify a viable target audience and get to the know the needs of an organisation’s ideal customer. Market research methods are presented and discussed, along with the importance of effective market segmentation, the different customer types and the importance of gauging customers’ expectations.

Unit 3. What is a Customer-Focused Organisation?

The concept of the customer-focused business model is introduced in the third model, outlining the limitless benefits of seeing things from the customer’s perspective. The hallmarks of an effective customer service policy are discussed, along with effective leadership in customer service and the value of nurturing a customer-focused working culture.

Unit 4. Developing a Customer Service Strategy

A detailed introduction to customer service strategy development follows in module four, which guides candidates through the process of planning and developing an effective customer excellence framework. Mission statements and vision statements are also discussed, along with how to set realistic customer service objectives and measure performance accurately.

Unit 5. Implementing a Service Excellence Strategy

The challenges associated with implementing a customer service strategy are examined in module five, in which candidates learn how to assess the performance of existing customer service policies. The use of a customer excellent strategy in the development of an impactful marketing strategy is also discussed.

Unit 6. Training & Development for Customer Service

In module six, candidates learn how the quality of the workforce training a business provides ultimately determines its customer service strength. Several common training tools, techniques and associated strategies are discussed, along with the potential consequences of failing to provide quality training in customer service.

Unit 7. The Importance of Effective Communication

Communication as a key contributor to a customer excellence strategy is discussed in module seven. Several essential types of internal and external communications are discussed, along with helpful guidelines for improved communication quality and issues associated with breakdowns in communication.

Unit 8. Building Long-Term Customer Relationships

Module eight examines the extent to which customer loyalty and retention can be of greater value than attracting new customers in the first place. The components of an effective customer retention strategy are discussed, along with the reputational and financial consequences that accompany customer dissatisfaction.

Unit 9. Dealing with Unprofitable Customers

The importance of dealing with unprofitable customers in a proactive yet professional manner is discussed in module nine. Candidates learn how to identify unprofitable customers, avoid wasting time on customers of no value to the business and turn unprofitable customers into profitable customers where possible.

Unit 10. Importance of Customer Feedback

Feedback gathering techniques and the use of feedback in customer services are explored in module 10, in which candidates learn how to make use of positive and negative feedback alike. The use of customer surveys and questionnaires is also discussed, along with customer behaviour analysis and the role of feedback in nurturing customer loyalty.

Unit 11. Complaint Handling

Module 11 provides a fascinating introduction to the art of effective complaint handling in customer service. The different types of complainers are discussed, along with common causes for complaint, how to proactively reduce complaint volumes and the value of viewing every complaint as an opportunity to make important improvements.

Unit 12. Empowerment & Ownership

Concluding the course, module 12 considers how empowerment and ownership in the workplace play an important role in a customer excellence strategy. Tips and guidelines for nurturing an empowered workplace culture are discussed, along with the importance of sensibly limiting the authority of individual employees in a customer service setting.

Brentwood Open Learning College offers some free certificate courses in Customer Services. Explore now on our website. 

Paying in Installments: £660(interest FREE Installments)

Deposit: £120

No of Installments: 12

Each Installment: £45

Pay in Full: (£100 Discount) £560

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.

Businesses spanning all sectors worldwide rely on skilled customer service personnel to provide an outstanding customer experience. Careers in customer service are ideal for confident, personable and hard-working candidates from all backgrounds. Work towards becoming a team leader, customer relations manager, PR specialist – endless opportunities to explore. All with limitless scope for further progression and competitive take-home pay. Customer service managers typically earn around £20,000 plus benefits at entry level. 

Studying from home with Brentwood Open Learning College could fast-track your progression in almost any customer service setting. Our most advanced Level 5 Customer Service Diploma was created by a team of noted academics for the following applicants:

• Customer service personnel pursuing promotion
• Newcomers looking to secure advanced customer service roles
• Team leaders, managers, sales reps, shop floor workers
• Business owners and anyone considering entrepreneurship
• Anyone who works in marketing or public relations
• Candidates working on their CVs and job prospects

Whether new to customer service or looking to take the next step up the ladder, we’re here to help you achieve your goals. Start your Level 5 Customer Service Diploma today, or call the BOLC admissions team if you have any questions.