Level 6 Certificate in Customer Service Management - Course Outline
This flexible online customer service management program is delivered over a series of 15 modules, as outlined in brief below:
Module 1 - An Introduction to Customer Service
The course begins by familiarising candidates with the fundamentals of customer service, both as a profession and a wider business concept. The advantages of superior customer care are discussed, along with the main components of an effective customer service strategy and the potential consequences of customer dissatisfaction.
Module 2 - Understanding Your Customers
The second module outlines the importance of getting to know customers at a deeper level and accurately identifying their wants, needs and expectations. The concept of ‘triggers’ is also discussed, along with how to conduct effective audience research and the benefits of consistently meeting or exceeding the expectations of customers.
Module 3 - What is a Customer Focused Organisation?
Candidates then consider the concept of the customer-focused organisation, alongside guidelines and strategies for developing a more customer-focused workplace culture. The benefits of running a customer focused organisation are also discussed, along with performance management, coaching and development, recognition schemes and more.
Module 4 - Developing a Customer Service Strategy
An overview of the customer service strategy development process follows in Module Four, familiarising learners with the main contributors to a workable customer service strategy. The involvement of management and leadership personnel in strategy development is also discussed, along with further insights into the customer-focused organisation.
Module 5 - Implementing a Service Excellence Strategy
The effective and efficient implementation of a service excellence strategy is then discussed, in which candidates consider the importance of prioritising continuous improvement at all times. The benefits of establishing a steering group are also discussed, along with how to effectively market a service strategy to customers.
Module 6 - Training & Development for Customer Service
Training and development requirements in customer service are examined in Module Six, which outlines the importance of continuous training and development for the entire workforce. Guidelines for establishing training and development objectives are provided, along with how to select appropriate training methods in accordance with requirements.
Module 7 - Building Better Teams
Tools, techniques and strategies for building better teams are then presented and discussed, along with the importance of efficient and cohesive teams in customer service provision. Learners study a breakdown of the key stages of team development, along with how to accurately monitor and manage team performance.
Module 8 - Empowerment & Ownership
The role of empowerment and ownership in quality customer service provision is then discussed, analysing the extent to which employees who feel valued are more likely to value their customers. Several myths and false assumptions about empowerment are also detailed and discussed, along with the development of a discretionary award scheme.
Module 9 - The Importance of Effective Communication
Communication as the cornerstone of quality customer service is explored in the ninth module, in which candidates learn how to create and implement a communication strategy. Guidelines for more effective external and internal communications are also provided, along with the potential consequences of communication breakdowns.
Module 10 - Active Listening
Candidates then consider the key differences between active and passive listening, along with the extent to which listening skills play a role in all aspects of customer care. Tips for both interpreting and making better use of nonverbal cues are provided, alongside a detailed overview of the human communication process.
Module 11 - CRM (Customer Relationship Management)
The functions, objectives and limitations of a customer relationship management strategy are discussed in Module 11, which also examines the primary stages of the CRM value chain. Customer retention strategies are also brought into discussion, alongside privacy issues affecting the development of CRM programs.
Module 12 - Dealing with Unprofitable Customers
The concept of the unprofitable customer is then explored, in which candidates learn how to identify and appropriately deal with unprofitable customers. The potential for changing unprofitable customers into profitable customers is also discussed, along with the consequences of wasting time and resources on unprofitable customers.
Module 13 - Complaint Handling
Proactive and professional complaint handling techniques are then discussed, familiarising candidates with the reasons why people complain and the different types of complainers. The potential value in every complaint and criticism is also discussed, along with several effective approaches for faster and more efficient problem solving.
Module 14 - Telemarketing
The differences between telemarketing and conventional sales are then discussed, in which candidates learn how customer service by phone differs from in-person customer service. The benefits of developing a good telesales script are also discussed, along with helpful guidelines for more effective pre-call planning.
Module 15 - Importance of Customer Feedback
Concluding the course, Module 15 analyses the role customer feedback plays in the development and continuous improvement of a customer excellence strategy. Candidates consider the importance of objectively and accurately measuring customer loyalty and satisfaction, along with how to create and issue surveys/questionnaires.