Diploma in Customer Services QLS Level 4

This course consists of the following modules:

Unit 1 – Introduction to Customer Services

This unit introduces the fundamentals of customer service and explains its importance in building business success. It lays the groundwork for delivering exceptional service in various industries.

Unit 2 – Understanding Your Customers

Learn how to identify customer needs and expectations to deliver tailored services. This unit helps build strong customer relationships through better understanding and empathy.

Unit 3 – What is a Customer Focused Organisation?

Explore what it means to be truly customer-focused and how to align business practices accordingly. The unit highlights the benefits of placing the customer at the centre of operations.

Unit 4 – Developing Customer Service Strategy

This unit teaches how to create effective customer service strategies that align with business goals. It includes planning techniques to meet customer expectations consistently.

Unit 5 – Implementing a Service Excellence Strategy

Discover how to put service excellence plans into action for consistent, high-quality customer experiences. This unit ensures strategies are measurable and impactful.

Unit 6 – Training and Development for Customer Service

Understand the role of training in improving customer service skills and team performance. This unit highlights how continuous development drives service excellence.

Unit 7 – Importance of Effective Communication

Learn the value of clear and respectful communication in customer interactions. The unit also explores techniques to manage difficult conversations professionally.

Unit 8 – Building Long-Term Customer Relations

This unit shows how to foster trust and loyalty for long-term customer retention. It focuses on strategies to strengthen client bonds over time.

Unit 9 – Dealing with Unprofitable Customers

Explore methods to identify and manage customers who negatively impact profitability. Learn how to maintain balance while protecting business interests.

Unit 10 – Importance of Customer’s Feedback

Understand how feedback drives service improvement and customer satisfaction. This unit explains how to collect, analyse, and respond to feedback effectively.

Unit 11 – Complaints Handling

Learn how to handle customer complaints calmly and constructively. The unit teaches resolution techniques to turn negative experiences into positive outcomes.

Unit 12 – Empowerment & Ownership

This unit promotes giving employees the confidence to make decisions and take responsibility. It helps build a culture of accountability and proactive service.

Completing the Diploma in Customer Services QLS Level 4 opens doors to a range of career opportunities in customer-focused industries. Graduates can pursue roles such as Customer Service Manager, Client Relationship Officer, Team Leader, or Customer Experience Coordinator. The course also supports career progression into supervisory and strategic positions by equipping learners with skills in service planning, communication, complaints handling, and customer retention. Ideal for those in retail, hospitality, sales, and support sectors, this qualification enhances leadership potential and improves job prospects in both public and private sector organisations focused on customer satisfaction and service excellence.

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.