This introductory module explores the fundamentals of customer service, including its key principles, purpose, and impact. Candidates gain a broad overview of service excellence and its role in business success.

Module 2 delves into recognising diverse customer needs and expectations. Candidates learn the value of empathy and effective communication in delivering a tailored and satisfying customer experience.

This module focuses on developing a successful customer service strategy aligned with business goals. Candidates explore strategic planning, setting standards, and creating action plans for continuous service improvements.

Module 4 guides candidates through the practical execution of their service strategies. Topics covered include resource allocation, team engagement, and monitoring progress to ensure strategy effectiveness.

Candidates are introduced to different types of CRM systems and their value in modern business. Emphasis is placed on leveraging CRM tools to improve communication, enhance retention, and boost overall efficiency.

This module explores proven techniques for retaining customers in a competitive market. Candidates examine loyalty programmes, personalised communications, and proactive relationship-building tactics.

Module 7 looks at creating and leading effective customer-focused teams. Candidates discover team roles, training requirements, and leadership skills that support successful CRM implementation.

Here candidates explore how to monitor and evaluate CRM performance. The module discusses KPIs, data analysis, and reviews to identify areas for improvement and ensure continued success.

This module emphasises the importance of trust and rapport in long-term customer relationships. Candidates gain insight into techniques that promote loyalty, satisfaction, and advocacy.

Candidates learn practical strategies for dealing with customers who are less profitable. The module explores ways to manage or re-engage these customers in a positive and cost-effective manner.

Module 11 focuses on resolving complaints with professionalism and care. Candidates review complaint-handling processes and learn how to turn negative experiences into opportunities for loyalty.

This final module explores the role of feedback in driving service improvements. Candidates discover how to collect, interpret, and act on feedback to enhance the overall customer experience.