|Course Level||Level 2|
|Awarding Body||ABC AWARDS|
|Study Method||Distance Learning|
|Course Duration||125 Recommended Study Hours|
|Entry Requirements||No Entry Requirements|
In contemporary business, quality customer service provision often makes the difference between success and failure. Solid customer care takes precedence over both product quality and value for money in the eyes of most contemporary consumers. Just as a reputation for real customer excellence can drive a business to success, poor customer service provision will almost always seal a brand’s fate. Repairing reputational damage can be a difficult and costly process – precisely why business owners place so much emphasis on customer care consistency. For those with the relevant backgrounds and qualifications, employment prospects in customer service capacities are limitless.
This insightful customer service course online, has been designed for those interested in beginning or enhancing rewarding roles in customer care. Five intensive course modules gradually dissect each critical element of the customer care package, guiding candidates through the specifics of establishing and exceeding customer expectations. Along with an introduction to effective telephone manner and dealing with difficult customers, customer service excellence course content covers proactive problem solving strategies and the role of non-verbal communication in quality customer service provision.
Course content on customer service online course, is delivered over four in-depth modules:
Module 1 – What is Customer Service
The course begins with a broad overview of what exactly customer service means in a modern business setting. Along with a breakdown of the core components that combine to create the total customer care package, candidates investigate goal-setting, target audience analysis, how to gauge audience expectations and ultimately how to exceed customer expectations.
Module 2 – Telephone Techniques
Course Module 2 turns attention to professional telephone techniques, outlining the key differences between in-person customer care provision and telephone communications. Candidates explore a wide variety of request-handling techniques, the value of empathy and the way in which body language and unspoken communication in general affect and influence customer service.
Module 3 – Dealing with Difficult Customers
The professional approach to dealing with difficult customers is dissected and explored in the third module, which outlines a variety of common customer service challenges. Candidates are introduced to the ‘Three Fs’ of quality customer service – Feel, Felt and Found – along with the six-stage problem-solving process and the importance of turning negative customer experiences into positives.
Module 4 – Solving Customers' Problems
In the final course module, candidates are guided through the process of solving customers’ problems and the core elements of the recovery process. A variety of helpful customer service resources and tools are introduced, along with an overview of reinforcement techniques and the final key components of the total customer care package.
At the end of this course successful learners will receive a Certificate of Achievementfrom ABC Awards and Certa Awards and a Learner Unit Summary (which lists the components the learner has completed as part of the course).
The course has been endorsed under the ABC Awards and Certa Awards Quality Licence Scheme. This means that Oxford home study centre has undergone an external quality check to ensure that the organisation and the courses it offers, meet defined quality criteria. The completion of this course alone does not lead to a regulated qualification* but may be used as evidence of knowledge and skills gained. The Learner Unit Summary may be used as evidence towards Recognition of Prior Learning if you wish to progress your studies in this subject. To this end the learning outcomes of the course have been benchmarked at Level 2 against level descriptors published by Ofqual, to indicate the depth of study and level of demand/complexity involved in successful completion by the learner.
The course itself has been designed by Oxford home study centre to meet specific learners’ and/or employers’ requirements which cannot be satisfied through current regulated qualifications. ABC Awards/Certa endorsement involves robust and rigorous quality audits by external auditors to ensure quality is continually met. A review of courses is carried out as part of the endorsement process.
ABC Awards and Certa Awards have long-established reputations for providing high quality vocational qualifications across a wide range of industries. ABC Awards and Certa Awards combine over 180 years of expertise combined with a responsive, flexible and innovative approach to the needs of our customers.
Renowned for excellent customer service, and quality standards, ABC Awards and Certa Awards also offer 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.