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Customer Services QLS Level 6

Course Overview

Customer Service Level 6 Course

Interested in taking your customer service career to the next level?  Looking for a flexible online course to suit your busy lifestyle?  However ambitious your objectives, this exclusive Customer Service Level 6 Course has you and your career covered!

A Certificate in Customer Management (Level 6) could pave the way for a wide variety of job opportunities.  Worldwide, employers across all sectors are prioritising customer service quality like never before.  Increasingly, customers are showing preference to brands and businesses that provide an enjoyable and memorable customer experience.  Even if it means paying more for the same products, it’s considered a small price to pay for superior customer service. The customer care landscape has evolved practically beyond recognition, resulting in an extensive and diverse job market for qualified and capable candidates.  Whether new to customer service or looking to an existing career a step further, there’s never been a better time to explore what’s on offer.

This endorsed Level 6 Certificate in Customer Service Management was designed specifically for online study, with no deadlines or time restrictions imposed.  Enjoy the freedom to study at a time and pace to suit your lifestyle, with expert tutor support available on demand. Key topics covered over a series of 15 modules include customer service strategy development, the customer-focused organisation, how to build better teams, empowerment and ownership in customer service, the importance of effective communication and many more besides.

Sign up online in just a few clicks, or contact the CPD Courses admissions team anytime for more information.

Course Syllabus

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.

Career Path

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.

Who Shoud Take This Course
  • Newcomers considering a career change
  • Customer service personnel pursuing promotion
  • Business owners, managers and team leaders
  • Entrepreneurs considering new business establishment
  • Anyone who works in a customer service setting
  • Jobseekers working on their CVs and employment 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.

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Course at QLS Level 6
Duration 500 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