Customer Service Level 6 Course

Level 6 Certificate in Customer Service Management - Course Outline

This flexible online customer service management program is delivered over a series of 07 modules, as outlined in brief below:

Module 1: Foundations of Modern Customer Service

This module introduces the principles of modern customer service, focusing on its role in business success and the impact of service quality on customer loyalty. Learners gain an understanding of service culture and customer expectations.

Module 2: Understanding Customer Behaviour & Expectations

Learners explore customer psychology, motivations, and decision-making processes. The module also explains how businesses can anticipate customer needs and adapt to changing expectations.

Module 3: Communication Excellence in Customer Service

This section develops verbal, non-verbal, and written communication skills essential for effective service delivery. It highlights the role of empathy, active listening, and clarity in building strong customer relationships.

Module 4: CRM and Digital Tools for Customer Service

Students learn how to use Customer Relationship Management (CRM) systems and digital platforms to improve service delivery. The module also examines automation, AI tools, and data-driven service strategies.

Module 5: Handling Complaints, Feedback & Difficult Customers

This module covers techniques for resolving conflicts, managing complaints, and turning negative experiences into positive outcomes. Learners gain strategies for handling difficult customers with professionalism.

Module 6: Building High-Performance Service Teams

The focus is on leadership, team dynamics, and staff motivation within customer service environments. Learners also explore coaching and performance management strategies.

Module 7: Service Strategy, Planning & Continuous Improvement

Students study how to develop and implement customer service strategies aligned with business goals. The module emphasizes measuring performance and driving continuous improvement.

Demand for qualified and capable customer service personnel is at an all-time high worldwide.  Whether new to customer care or looking to build on existing experience, this Level 6 Certificate in Customer Service Management could help you take that next big step.  Work towards such positions as Customer Care Operator, Customer Care Representative, Customer Liaison Officer, Customer Relationship Specialist, Customer Service Agent, Customer Service Ambassador, Retail Associate and many more besides - all with high earnings potential and limitless promotion prospects.

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.

1. What topics are covered in this customer service management course?
The course includes 15 comprehensive modules covering customer service fundamentals, communication, CRM, complaint handling, telemarketing, and more.

2. Is there a specific order to complete the modules?
While the modules are structured sequentially for optimal understanding, learners can study them in any order based on personal preference.

3. Will I learn how to handle difficult or unprofitable customers?
Yes, Module 12 specifically focuses on dealing with unprofitable customers and provides techniques to turn them into valuable clients.

4. Does the course include training on communication and listening skills?
Yes, Modules 9 and 10 are dedicated to improving communication and active listening, which are vital for quality customer service.

5. Are there any practical activities or case studies included in the course?
The course includes applied examples, strategic models, and best practices, helping you relate theoretical knowledge to real-world situations.

6. What is the difference between complain and complaint?
Complain is a verb that means to express dissatisfaction, while complaint is the noun form, referring to the expression itself or the issue raised.

7. How to write a grievance?
Start with a clear subject line, explain the issue in detail with dates and facts, describe the impact, and propose a reasonable solution. Keep the tone professional.

8. What is a complaint person?
A complaint person is typically someone designated to handle and resolve customer complaints or concerns within an organization.

9. What are four types of complaints?
The four main types of complaints are:

• Product-based complaints
• Service-related complaints
• Policy-related complaints
• Personal interaction complaints

10. What are the 7 roles of HR in a customer service-oriented organization?
The 7 key HR roles are: Recruitment, Training & Development, Employee Engagement, Performance Management, Conflict Resolution, Organizational Culture Building, and Compliance Management.