|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 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 2 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.