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Customer Services Advanced Diploma QLS Level 5

Course Overview

Advanced Customer Service Skills Course

Study online with CPD Courses, for the chance to boost your career prospects with an endorsed Level 5 Customer Service Diploma.  This advanced customer service skills course is ideal for newcomers and existing customer service personnel alike.  Our exclusive online customer service skills training programs are suitable for even the busiest lifestyles, with no deadlines or time restrictions imposed.  Complete this self-paced customer service management course in your own time and from any location, with on-demand tutor support available throughout.  Topics covered include customer relationship development, the importance of communication, employee training and development in customer care, developing a customer excellence strategy and more.  Sign up today in just a few clicks, or contact a member of the team at CPD Courses anytime to learn more.

Why Study Customer Service?

The customer service sector is a uniquely diverse and prolific employer.  A profession that plays a role in most industries, quality customer support is a key performance driver in all business settings.  Now more than ever, customer excellence and the so-called ‘guest experience’ are taking precedence over more traditional priorities, such as convenience and even value for money.  Customers are often willing to travel greater distances and pay more the same products and services, if overall service standards are higher.  In response, employers worldwide are always on the lookout for talented customer service personnel to add to their ranks. Whether new to customer service or looking to build on existing experience, this Level 5 Customer Service Diploma could help you take that next big step.

Course Syllabus

Studying for an advanced Level 5 Customer Service Diploma could pave the way for a high-profile career in a customer service setting.  This fully endorsed course takes place over a series 12 modules, each concluding with an online assessment:

Module 1 - Introduction to Customer Service

The course begins with a detailed overview of the concept of customer service, examining the functions and objectives of quality customer service provision. Roles and responsibilities within the field of customer service are discussed, along with typical challenges in customer service provision and the potential benefits of customer care excellence.

Module 2 - Understanding Your Customers

Learners are then introduced to a variety of strategies and techniques for effective target audience identification and consumer behaviour analysis.  The importance of in-depth market research is also assessed, along with the different types of customers, the process of segmenting markets and how to determine customers’ expectations.

Module 3 - What is a Customer-Focused Organisation?

An overview of the benefits of creating a customer-focused working culture is then provided, in which candidates consider the criticality of doing things from the perspective of the customer.  An introduction to the core elements of an effective customer service policy is also provided, along with the importance of strong leadership in customer service.

Module 4 - Developing a Customer Service Strategy

Candidates are then guided through the process of developing a viable and effective customer service strategy, which explores the main components of an outstanding customer excellence framework.  Vision statements and mission statements are also brought into discussion, along with the importance of setting realistic goals and accurately measuring performance.

Module 5 - Implementing a Service Excellence Strategy

A detailed breakdown of the service excellence strategy implementation process follows in module five, where candidates learn how to analyse and measure the performance of current customer care policies. The contribution a customer excellence strategy can make to a broader marketing strategy is also brought into discussion.

Module 6 - Training & Development for Customer Service

Identifying and fulfilling workforce training and development requirements for outstanding customer service is discussed in the sixth module.  Candidates are familiarised with various tools, techniques and strategies for more effective training, along with how to choose appropriate training methods in accordance with requirements.

Module 7 - The Importance of Effective Communication

Communication as a major performance driver in customer service provision is then examined, in which candidates study a variety of external and internal communication types.  Tips and guidelines for improving communication quality are also provided, along with how to avoid and address communication breakdowns when they occur.

Module 8 - Building Long-Term Customer Relationships

Learners then consider how retaining existing customers can be more beneficial to a business than attempting to attract new customers.  The characteristics of effective customer retention strategies are examined, along with how customer dissatisfaction can have wide reaching financial and reputational consequences.

Module 9 - Dealing with Unprofitable Customers

The concept of the unprofitable customer is then discussed, in which candidates learn how to avoid wasting time on customers deemed to be unprofitable.  Techniques and strategies for turning unprofitable customers into profitable customers are also discussed, along with how to accurately identify an unprofitable customer.

Module 10 - The Importance of Customer Feedback

Customer feedback as a primary quality measurement tool is examined in Module 10, which introduces candidates to several useful feedback gathering and data analysis techniques.  The role customer feedback plays in nurturing customer loyalty is also discussed, along with how to produce and distribute an effective questionnaire or survey.

Module 11 - Complaint Handling

The importance of taking a positive and proactive approach to complaints is then discussed, highlighting the potential value of every negative comment or criticism.  Course content also outlines the different types of complainers, common types of complaints and how negative feedback can be more valuable and productive than positive feedback.

Module 12 - Empowerment & Ownership

Concluding the course, Module 12 analyses ownership and empowerment as two of the most important tools in quality customer service provision.  Tools, tips and techniques for building a more empowered workplace culture are explored, along with the importance of appropriate limitation of authority within customer service teams.

Career Path

Whether this is your first venture into customer service or you’re a seasoned veteran, there’s no shortage of incredible career path to explore.  Customer service is a diverse and accommodating field - the perfect place to put your skills, talents, knowledge and confidence to good use.  Work towards a position as a customer relations specialist, team leader, public relations manager, marketing specialist - a wide range of options to choose from.  Customer service salaries vary significantly from one position to the next, typically starting at around £20,000 for leadership and management personnel.

Who Shoud Take This Course

An endorsed Level 5 Customer Service Diploma from CPD Courses could be just the thing to take your career to the next level. This flexible online course comes highly recommended for the following candidates:

  • Newcomers studying customer service for the first time
  • Existing personnel pursuing promotion prospects
  • Business owners, managers, team leaders and supervisors
  • Anyone who works in a customer service or sales setting
  • Marketing and public relations personnel
  • Jobseekers looking to enhance their CV and employability

With all study aids and learning materials included in the initial fee, our exclusive online programs represent unbeatable value for money.  Sign up with CPD Courses anytime, or contact our admissions team for more information.


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.

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Course at QLS Level 5
Duration 450 Hours
Endorsement Body Endorsed by Quality Licence Scheme

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Customer Reviews
Reviews: (3)
Logistics and Supply Chain Management (Level 4)


Its very convenient, I have time to go through the materials and make the assessment when I have time next to work. I get feedback always within couple of days.
I get very useful materials, the course is really about the topic, very detailed and connected to reality.

Cser Aliz
Public Relations - Level 1


I do like a part dedicated to the practice in your studying material, that prevents from a passive reading of the material and helps to apply a new knowledge right now or at least to try to do it. As well, it's a great technique to memorise new material, because I did remember my answers to your questions in the texts. I've just started my course so maybe later I can provide and share with you more my insights I'll discover. 

Makota Anna
Diploma in Diet and Nutrition - Level 5


  • Easy to approach instruction
  • Very organised and helpful Tutor at any time.
  • The way my teacher presented the course information by hitting the main points
  • Great teacher, who knows the material
  • I am confident that I firmly understand Nutrition and diet from my teacher's teaching
  • The improvement of course material related to tests
  • He gives good notes
  • The quizzes and online assignments are very helpful for the tests and questions clearly explained.
  • My teacher follows up with my work and many more my list is endless and its my pleasure.

Atim Grace