|Course Level||Level 3|
|Awarding Body||ABC AWARDS|
|Study Method||Distance Learning|
|Course Duration||200 Recommended Study Hours|
|Entry Requirements||No Entry Requirements|
Irrespective of size or purpose, every contemporary business in the world relies on outstanding customer service provision. With such ferocious competition spanning every modern sector, it is often customer commitment and reputation that determine a brand’s strength, position and long-term viability. Above and beyond any products or primary services, it is the way a business approaches and treats its valuable customers that will determine its success. Unsurprisingly, business leaders are constantly on the lookout for those with outstanding-quality customer service skills, for whom potential career options are near-limitless.
This customer service certificate online, has been designed for those looking to take their own service skills to the next level and beyond. Rather than simply focusing on the provision of quality service, this six-module course helps candidates better-understand how to identify, pre-empt and exceed customer expectations, every time. Consumer audiences have never been more demanding with regard to the service standards expected – higher-level service skills have become business commodities worth their weight in gold.
Course content on this customer service certification online, begins with an overview of contemporary customer service, guiding candidates through the identification, confirmation and meeting of an audience’s needs. How to build and maintain a culture of customer service excellence is also outlined, along with the provision of essential staff training and how to proactively approach challenging situations/customers.
This customer service online course, is delivered over six in-depth modules:
Module 1 – The Importance of Customer Service
The opening course module begins with an exploration of contemporary customer service from a modern business perspective. Candidates investigate the true importance and value of customer service, along with the core elements of high-quality customer service and the way in which everyday service-provision contributes to overall business success.
Module 2 – Identifying Customer Needs
In the second module, candidates begin to build a better understanding of how to both identify and pre-empt the needs of customers. The value of exceeding customer expectations is explored, along with a series of techniques and strategies for analysing and pinpointing the needs/expectations of any given target audience.
Module 3 – Developing Customer Service Strategies
Course content in Module 3 switches focus to customer service strategy development – essentially the creation of a customer-excellence-focused working culture. How team members at various levels contribute to customer-excellence is explored, along with where mission statements and the overall vision of the business fit into the strategy.
Module 4 – Maintaining Service Excellence
The fourth course module guides candidates through a series of strategies and core considerations for maintaining service excellence consistently and permanently. Along with an overview of ongoing coaching and team-support requirements, candidates learn how a successful customer service strategy can be put to use for marketing purposes.
Module 5 – Training for Customer Service
Training and development continue as the primary theme in Module 5, which introduces candidates to effective training strategies with customer-excellence as the primary focus. Course content outlines a series of effective training methods/strategies, along with how to successfully and accurately identify and meet a team’s training requirements.
Unit 6 – Dealing with Difficult Customers
Bringing the course to a conclusion, Module 6 guides candidates through a series of common challenges and difficult situations in customer service settings. Candidates explore a number of related subtopics, including customer value assessment strategies, customer behaviour analysis and how to bring difficult customers around for the benefit of the business.
£75 Discount) £310
At the end of this course successful learners will receive a Certificate of Achievementby ABC Awards and a Learner Unit Summary (which lists the details of all the units you have completed as part of your course).
The course has been endorsed under the ABC Awards’ Quality Licence Scheme. This means that OHSC has undergone an external quality check to ensure that the organisation and the courses it offers, meet certain quality criteria. The completion of this course alone does not lead to an Ofqual regulated qualification but may be used as evidence of knowledge and skills towards regulated qualifications in the future. The unit summary can be used as evidence towards Recognition of Prior Learning if you wish to progress your studies in this sector. To this end the learning outcomes of the course have been benchmarked at Level 3 against level descriptors published by Ofqual, to indicate the depth of study and level of difficulty involved in successful completion by the learner.
The course itself has been designed by OHSC to meet specific learners’ or employers’ requirements. ABC Awards’ endorsement involves a robust and rigorous quality audit by external inspectors to ensure quality is consistently met. A regular review of courses is carried out as part of the endorsement process.
ABC Awards is a leading national Awarding Organisation, regulated by Ofqual, and the Welsh Government. They have a comprehensive portfolio of over 650 Ofqual regulated qualifications on the national Qualifications and Credit framework (QCF). It has a long-established reputation for developing and awarding high quality vocational qualifications across a wide range of industries. As a registered charity, ABC Awards combines 180 years of examination and assessment expertise but also implements a responsive, flexible and innovative approach to the needs of our customers.
Renowned for excellent customer service, and quality standards, ABC Awards also offers over 600 Ofqual regulated qualifications for all ages and abilities post-14; all are developed with the support of relevant stakeholders to ensure that they meet the needs and standards of employers across the UK.