|Course Level||Level 4|
|Awarding Body||ABC AWARDS|
|Study Method||Distance Learning|
|Course Duration||260 Recommended Study Hours|
|Entry Requirements||No Entry Requirements|
The provision of consistently excellent customer service lies at the heart of almost every successful brand and business. Regardless of specific sectors or even the very nature of the company, it is largely impossible to succeed in the contemporary corporate landscape without exceeding customer expectations as standard. Customer service always has and always will play a pivotally important role in corporate public relations in general. Earn a strong reputation with the consumer public and success follows naturally – fall out of touch with the masses and remaining viable becomes a near-impossible challenge.
This Online Customer Service Training Course, provides candidates with a superbly-detailed introduction to the foundations and provision of contemporary customer excellence, from the perspective of the modern business. Companies at all levels are constantly on the lookout for those with advanced-level customer service skills to not only improve overall service standards, but to oversee and manage brand image on a much larger scale. Whether it’s advancing an existing career in a customer service capacity or joining an established business at a comparatively high level, successful candidates will benefit from an extraordinary array of potential employment opportunities.
Course content on this customer service online training course, is divided into 12 intensive modules, which begin by introducing candidates to the most important elements that make up outstanding customer service from a contemporary perspective. Topics covered include the role customer service plays in brand image/reputation management, the consequences of poor customer service, how to pre-empt the needs/expectations of a target audience, the development of effective customer service strategies and how to deal with challenging customers/scenarios.
This Online Customer Service Training Course, is delivered over 12 modules:
Module 1 - Introduction to Customer Services
The first module of the course seeks to instil a generally enhanced understanding of the concept of contemporary customer service, incorporating an overview of why customer service matters, identifying the needs of a target audience, maintaining strong relations with existing clients and how customer service has evolved throughout recent history.
Module 2 - Understanding Your Customers
In the second course module, specific focus is paid to the identification of any given target audience’s expectations and needs. Understanding customers represents the single most important element in the provision of outstanding customer service – candidates explore the process of questioning, listening to and ultimately confirming the needs of customers.
Module 3 - What is a Customer Focused Organisation?
The third module explores the concept of the customer focused organisation – brands and businesses that are primarily dedicated to customer excellence. Core topics covered include the development of a performance measuring and monitoring framework, how reward and recognition schemes can be of value, the basics of establishing customer focused environments and several different styles of leadership.
Module 4 - Developing Customer Service Strategy
How and why the development of a strong customer service strategy is of pivotal importance to the modern business enters the conversation in Module 4. Candidates are guided through the establishing of a customer service vision, the importance of clearly outlining objectives, identifying/defining brand mission and the power/value of building a culture of customer focus.
Module 5 -Implementing a Service Excellence Strategy
The introduction and implementation of customer service excellence strategies forms the core focus of Module 5. Along with the most important elements/stages involved in creating service excellence strategies, candidates are guided through the introduction of strategies to the workforce and how to market customer-excellence strategies to the public.
Module 6 - Training and Development for Customer Service
Training and developing the individuals and teams responsible for the provision of customer service is investigated throughout the sixth module. Along with an exploration of the connection between effective training and genuine customer excellence, candidates are guided through the establishing of training and development objectives, a series of workforce training strategies and the importance of making customer service a key point of focus at all times.
Module 7 – The Importance of Effective Communication
How communication plays a pivotal role in the provision of outstanding customer service represents the primary theme of Module 7. Along with an introduction to some of the most important tools, materials and training strategies, candidates explore external and internal customer communication and the core elements of developing strong communications strategies.
Module 8 - Building Long-Term Customer Relations
The eighth diploma module focuses on the value of repeat business and the importance of developing and maintaining strong customer relations long-term. How to look after and cater to the needs of existing customers is explored in-depth, along with a series of essential insights into what nurtures customer loyalty, why repeat business is more important to some brands than others and ultimately what makes the difference between ‘satisfying’ and ‘delighting’ customers.
Module 9 - Dealing with Unprofitable Customers
In the ninth module, candidates are walked through a series of important and effective strategies to be called upon when faced with unprofitable customers. Along with an overview of the importance of developing an understanding of customer behaviour, candidates discover how to effectively analyse customer value and workable strategies for turning unprofitable customers around in favour of the business.
Module 10 - Importance of Customer’s Feedback
The extraordinary importance of customer feedback in the overall customer service landscape is discussed at length throughout Module 10. Candidates are provided with an in-depth overview of the importance of customer satisfaction analysis, how to effectively monitor customer opinion and the importance of customer loyalty measurement/analysis.
Module 11 - Complaints Handling
Course content in Module 11 takes a more focused look at complaint handling, outlining a wide variety of common complaints types, identifying those who are most likely to make complaints and a series of effective strategies for handling and addressing complaints. Candidates learn how proactive customer service can transform complaints into positives for the business.
Module 12 -Empowerment & Ownership
Rounding off the course, Module 12 guides candidates through the critically important connection between customer service and the overall satisfaction of the workforce delivering it. Empowered employees with a sense of real brand loyalty are inherently primed to deliver the most outstanding customer service – how to build, manage and maintain such a culture is investigated in-depth.
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 4 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.