|Course Level||Level 7|
|Endorsed By||Endorsed by Quality Licence Scheme|
|Entry Requirements||There are no particular entry requirements|
Looking for a flexible customer service training course to suit your busy lifestyle? Interested in advanced customer service training online but don’t want to quite your current job? At Oxford Home Study Centre, we offer the web’s most dynamic range of online courses for rapid career development. Whether pursuing promotion or considering a career change, this endorsed Level 7 Diploma in Customer Service Management could help you take that next big step. Our most advanced customer care course to date features 20 in-depth modules, covering topics such as market research, creating a customer service strategy, workforce training and development, communication skills, complaint handling, how to build a customer focused culture at work and many more besides. Browse our complete range of customer service courses online, or contact our admissions team anytime to learn more.
Why Study Customer Service?
In today’s business world, the importance of quality customer care is greater than ever before. Across all and sectors and professions, businesses are investing heavily in the creation and implementation of strategies to keep their customers happy. For the contemporary consumer, the approach you take to customer care sends a strong message about your organisation. Whether reaching out to new customers or working to keep an existing audience on board, satisfying today’s demanding consumer is a 24/7 job. Consequently, more businesses than ever before are setting their sights on qualified, capable and committed customer care specialists with enthusiasm and ambition. If looking to gain an edge over rival candidates in this competitive job market, our Level 7 Diploma in Customer Service Management could make a real difference.
Comprising 20 in-depth modules, this endorsed Level 7 Diploma in Customer Service Management provides a comprehensive overview of the contemporary customer care profession. Each module covers a different topic and concludes with an online assessment:
Module 1 - Customer Service: An Introduction
The course begins by questioning the functions and objectives of a customer service framework, while examining the evolution and development of the customer care profession. Learners study the various benefits of quality customer service for the business as a whole and a series of common challenges in customer service settings.
Module 2 - Understanding Your Customers
An introduction to customer analysis and market research follows in the Second Module, outlining several techniques and strategies for getting to know the customer on a deeper level. Adapting all aspects of a customer service strategy in accordance with the wants, needs and expectations of the customer is also discussed.
Module 3 - The Customer Focused Organisation
Module Three discusses what it means to run a customer focused organisation, along with how making decisions based on the customer’s viewpoint is essential. Strategies and guidelines for creating a customer-focused culture at work are also presented and discussed.
Module 4 - Creating a Customer Service Strategy
Delivering customer excellence by way of a formal and documented service strategy is then discussed, breaking down and analysing each key component within the customer service strategy. Course content also covers individual and shared responsibilities in strategy development, along with the involvement of senior management and leadership personnel.
Module 5 - Implementing a Service Excellence Strategy
The importance of smooth and seamless strategy implementation is discussed in Module Five, in which candidates learn how to effectively communicate and ‘sell’ the strategy to internal and external stakeholders alike. The pursuit of continuous improvement in service strategy development and refinement is also discussed.
Module 6 - Advanced Training & Development for Effective Customer Service
Workforce training and development is then explored, guiding candidates through the process of establishing training requirements and ensuring appropriate training methods are used. The importance of ongoing employee development beyond initial training is also assessed, along with the connection between training quality and customer care quality.
Module 7 - Building Better Teams
Module Seven highlights how working as a team can be both beneficial and challenging, in a customer service setting. The importance of nurturing better team performance at all times is discussed, alongside a detailed breakdown of the various primary stages in the team development process.
Module 8 - The Concept of Empowerment & Ownership
Empowerment as a major motivator and performance driver is then discussed, incorporating an examination of ownership and responsibility in customer care provision. An introduction to discretionary award systems is also provided and how to ensure they are appropriately implemented.
Module 9 - Effective Communication
The role communication plays in all aspects of quality customer care is examined in Module Nine. Candidates learn how to create and implement a robust communication strategy, enhance the quality of all types of communications (internal and external) and take proactive steps to minimise or avoid communication breakdowns.
Module 10 - Active Listening
Module 10 highlights the major differences between passive hearing and active listening, emphasising the important of the latter in a customer care setting. Candidates are provided with helpful tips and exercises for becoming a better listener, along with how to leverage the full power and influence of nonverbal communication.
Module 11 - Building Strong Relationships with Customers
The importance of proactively nurturing strong customer relationships is outlined in Module 11, which compares the cost-effectiveness of attracting new customers to that of retaining existing customers. An overview of several different types of loyalty programs and incentive schemes that can generate repeat business is also provided.
Module 12 - CRM (Customer Relationship Management)
Developing and implementing an effective customer relationship management (CRM) strategy is then discussed, incorporating analysis of the functions, objectives and potential limitations of CRM. The extent to which privacy issues and data protection can adversely affect CRM strategy development is also discussed.
Module 13 - The Right Way to Manage Unprofitable Customers
Module 13 discusses how the right way to manage unprofitable customers calls for a combination of diplomacy and decisiveness. As not all customers are of value to all businesses, candidates learn when, where and how to cut ties with those who cannot be converted into profitable customers.
Module 14 - Handling Complaints
A continuation of the prior unit, Module 14 provides pointers for dealing with complaints and criticisms in a constructive and objective way. Candidates learn about the different types of people who complain and the most common causes of complaints, along with what those voicing criticisms expect to get in return.
Module 15 - Conflict Resolution
Module 15 provides a fascinating introduction to the art of conflict resolution, detailing how even the most difficult situations can be defused with a cool, calm and collected approach. The extent to which assertiveness plays a role in resolving conflict is also discussed, along with major causes of conflict in a workplace setting.
Module 16 - Anger Management
Candidates then learn how to keep their own anger under control in tense situations and when dealing with difficult people. Anger management and relaxation techniques for use at work and elsewhere are presented, along with how viewing anger from an alternative perspective can make it much easier to keep under control.
Module 17 - Stress Management
Module 17 examines how stress cannot be avoided entirely, therefore must be managed mindfully and proactively. Further exercises and strategies for bringing stress under control are presented, along with the importance of identifying stress ‘triggers’ and accepting stress as an inevitability in all professions.
Module 18 - Time Management
The benefits of making better use of every waking moment are then discussed, through proactive time management at work and at home. Establishing and achieving objectives using the ‘SPIRIT’ model is discussed, along with how to put an end to procrastination and the potential benefits of creating a schedule.
Module 19 - Telemarketing
Telesales and remote customer care are examined in Module 19, with strong focus on the advantages and disadvantages of telemarketing. Candidates learn the importance of planning before every call, how to create an effective telephone script and the criticality of quality listening skills when dealing with customers by phone.
Module 20 - Importance of Feedback in Customer Service
Bringing the course to a close, Module 20 explores the various different types of feedback and the roles they play in building a better business. Additional topics covered include feedback gathering techniques, how to track customer satisfaction, measuring customer loyalty and the hidden value in every criticism.
Paying in Instalments: £1100 (interest FREE Instalments)
No of Instalments: 12
Each Instalment: £65
Pay in Full: (£200 Discount) £900
At the end of this course successful learners will receive a Certificate of Achievement from Quality Licence Scheme 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 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 7 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. Quality Licence Scheme 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.
Quality Licence Scheme have long-established reputations for providing high quality vocational qualifications across a wide range of industries. Quality Licence Scheme 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, Quality Licence Scheme 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.
This Level 7 Customer Service Diploma is ideal for anyone looking to fast-track their progression in a customer care setting. Build the skills, knowledge and confidence needed to climb the ranks and bring your career goals to life! Career opportunities in customer service are exceptionally diverse, with roles available to suit all skill and experience levels. Management positions in customer service typically attach salaries of at least £20,000, with limitless scope for advancement.
Who is This Course For?
Oxford Home Study Centre works hard to provide ambitious candidates with the web’s most dynamic distance learning programs. This endorsed Level 7 Diploma was created with the following applicants in mind: