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  3. Certificate in Customer Services QLS Level 2
Certificate in Customer Services QLS Level 2
Course at QLS Level 2
Endorsement Endorsed by Quality Licence Scheme
Study Method Distance Learning
Course Duration 125 Recommended Study Hours
Entry Requirements No Entry Requirements
Start Date Ongoing
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Course Fee: £ 99.9

OHSC

Customer Service Course Online

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.

Our Free certificate courses are online study programs.This means that you are able to study your free customer service course from home.

OHSC Certificate of Completion - Digital certificate

Digital certificate - Included.

Quality Licence Scheme Certificate of Completion - Hard copy certificate

Hard copy certificate - £85

Note: A nominal fee of £9.99 covers the delivery charge within the United Kingdom and a nominal fee of £19.99 covers the delivery charge outside the United Kingdom.


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Frequently Asked Questions

Online customer service is a top priority for all eCommerce businesses and anyone who uses a website to represent their business.  Today’s consumer expects and demands only the highest-quality customer service when shopping online, or doing business with any company with an online presence.

The key to providing outstanding online customer service lies in showing customers the same priority you would in a conventional store or office. This means being courteous and available at all times, responding quickly to questions, treating every interaction as a priority and ensuring every customer leaves satisfied.

The term 'online customer service’ is used in reference to any service provided to help, support and advise customers via digital channels.  This extends to a wide variety of different types of customer support, including real-time live chat, email support, social media support, publishing FAQ pages and communicating via Skype.

A good customer service training course will always focus predominantly on the ‘Three Ps’ of excellent customer service - professionalism, patience and putting people first.  In addition, an effective customer service training course will emphasise the importance of both soft skills and hard skills to succeed in a customer service setting.

Choosing the best customer service course means first establishing your objectives and determining what you intend to get out of the course. We offer a wide variety of endorsed courses from entry-level awards to diploma-level customer service programs.  All of which are 100% self-paced for maximum flexibility.

All of our courses are delivered 100% online, with no classroom time or in-person meetings involved.  All course materials and assignments are delivered via our dynamic online learning platform, where you can access, download and print the materials for your course. On-demand tutor support is also available throughout your studies.

You will be provided with a free certificate of completion by e-mail, once you have successfully completed your course.  This certificate provides proof of your knowledge and skills, and could therefore be useful in supporting your CV.  Endorsed certificates and diplomas are available at an additional cost.

We offer a wide range of free online certificate programmes covering a variety of disciplines.  All of which are 100% free to take from anywhere in the world, complete with all course materials and study aids included as standard. Browse our free online certificate programmes online, or call anytime to learn more.