Advanced Customer Service Skills Course

This intensive Level 5 Customer Service Management Course has been designed for ambitious candidates, intent on taking this dynamic profession by storm.  Study the intricacies of customer excellence across 12 insightful modules as follows:

Unit 1. Customer Service: An Introduction

The course begins with a detailed overview of customer service, both as a profession and a wider concept.  The core elements and components of effective customer service are discussed, along with the relationship between a brand’s performance and its commitment to customer care.  A series of common customer service challenges are also introduced.

Unit 2. Strategies for Understanding Your Customers

Module two details the value of getting to know your target audience, detailing how to identify and pre-empt the requirements and expectations of customers.  Customer research techniques are discussed, along with the different types of customer, the concept of segmentation and the potential consequences of failing to adequately understand your audience.

Unit 3. The Customer-Focused Organisation

Candidates then explore the concept of the customer-focused organisation, in reference to businesses that consistently prioritise the customer experience.  Course content covers the development and implementation of a customer service framework, how to effectively monitor the performance of a customer excellence strategy and the role leadership plays in creating a customer-focused working culture.

Unit 4. Creating Customer Service Strategy

Module four continues with a more detailed exploration of the effective customer service strategy, in which candidates study customer service vision and mission-statement establishment.  The importance of clearly-defined goals and objectives is also discussed, along with the business-wide benefits of an efficient customer service strategy.

Unit 5. Customer Services: Implementing a Service Excellence Strategy

Candidates then study the process of introducing both the workforce and the business as a whole to a new service excellence strategy.  Evaluating the effectiveness of an existing customer service strategy is also discussed, alongside the potential value of using a customer excellence strategy as the basis for a marketing campaign.

Unit 6. Advanced Training & Development for Effective Customer Service

Module six focuses on training and development strategies for the individuals and teams on the ‘frontline’ in a customer service setting.  The importance of adequately investing in training and development is discussed, along with the objectives and limitations of employee training, an introduction to effective workforce training strategies and more.

Unit 7. Building Strong Relationship with Customers             

The importance of focusing on customer retention follows in module seven, in which learners study effective techniques for nurturing loyalty.  The financial and reputational value of keeping existing customers happy is discussed, along with the potential consequences of taking a passive approach to customer dissatisfaction.

Unit 8. Effective Communication

Course module eight details the role communication plays in the delivery of superior customer service.  An extensive range of communication tools, materials and training strategies are discussed, along with internal and internal customer communications, how to create an effective communication strategy and more.

Unit 9. Concept of Empowerment & Ownership

Learners then study the direct relationship between employee empowerment and the provision of outstanding customer service.  Effective techniques for building a culture of empowerment and ownership are discussed, along with where and how to draw the line with regard to individual employee authority.

Unit 10. The Right Way to Manage Unprofitable Customers

Module 10 guides candidates through the process of evaluating the value (or otherwise) of the customers they encounter.  Customer habits and behaviours are discussed at length, along with the identification of unprofitable customers and how they can often be turned into profitable customers for the benefit of the business.

Unit 11. Handling complaints

The art of effective complaint-handling is explored in chapter 11, which discusses some of the most common types of complaints and the customers who are most likely to voice dissatisfaction.  The importance of promptness in customer relations management is discussed, along with effective strategies for transforming negative experiences into positives for all parties.

Unit 12. Importance of Feedback in Customer Service

Concluding the course, module 12 provides fascinating insights into the value and importance of customer feedback.  Candidates learn how to collect, collate and analyse customer feedback, use questionnaires to accurately measure customer satisfaction and ultimately drive loyalty through detailed customer behaviour analysis.

Explore various free courses on our website. You can even take a start with one of our Free Customer Service courses today.

Paying in Instalments: £640(interest FREE Instalments)

Deposit: £160

No of Instalments: 12

Each Instalment: £40

Pay in Full: (£100 Discount) £540

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 5 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.