|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|
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 Achievement from the Quality Licence Scheme and a Learner Unit Summary (which lists the components the learner has completed as part of the course).
This course and/or training programme has been endorsed by the Quality Licence Scheme for its high-quality, non-regulated provision and training programmes. This course and/or training programme is not regulated by Ofqual and is not an accredited qualification. Your training provider will be able to advise you on any further recognition, for example progression routes into further and/or higher education. For further information please visit the Learner FAQs on the Quality Licence Scheme website.