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Diploma in Customer Services

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Diploma in Customer Services

Course Overview

Online Customer Service Training

Diploma in Customer Services has been designed to equip students with the knowledge, skills and confidence to succeed as customer service professionals for excellent and effective customer service delivery.

Effective customer service delivery is crucial for all types of business whether they are private, public or non profit. But it cannot just happen by itself, it has to be planned and delivered with the participation of staff at all levels. The staff needs appropriate training in order to develop customer service skills.

The customer service skills learnt on this course can be effectively applied to a wide range of roles and industries and enable the course participants to manage customer services systems and processes which have a direct and indirect impact on customers.

Course Syllabus

This course consists of the following units:

Unit 1 - Introduction to Customer Services

Unit 2 - Understanding Your Customers

Unit 3 - What is a Customer Focused Organisation?

Unit 4 - Developing Customer Service Strategy

Unit 5 -Implementing a Service Excellence Strategy

Unit 6 - Training and Development for Customer Service

Unit 7 - Importance of Effective Communication

Unit 8 - Building Long-Term Customer Relations

Unit 9 - Dealing with Unprofitable Customers

Unit 10 - Importance of Customer’s Feedback

Unit 11 - Complaints Handling

Unit 12 -Empowerment & Ownership

Career Path
Who Shoud Take This Course
Accreditation

This course has been accredited under ABC Awards Quality Licence Scheme by Brentwood Open Learning College Limited which has been approved as ABC Awards QLS centre to give formal recognition to courses. At the end of this course successful learners will be awarded a certificate of achievement by ABC Awards. The training courses have been designed specifically to meet the needs of learners who prefer to study from home. The course measurable learning outcomes have been benchmarked at Level 4 (using Ofqual's Qualification and Credit Framework (QCF) level descriptors) to allow you to consider the depth of study, difficulty, and level of achievement involved.

What is ABC Awards?

ABC Awards is a national awarding organisation that has years of experience in developing and awarding high quality vocational qualifications across a wide range of industries. They have a comprehensive portfolio of over 650 Ofqual regulated qualifications on the national Qualifications and Credit framework (QCF) for all ages and abilities post-14.

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Overview

Level Level 4
Duration 260 Hours
Endorsement Body Endorsed By ABC Awards and Certa Awards

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