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Customer Services QLS Level 6
Course at QLS Level 6
Study Method Online
Course Duration 500 Hours
Start Date Ongoing
Endorsement Endorsed by Quality Licence Scheme
Pay in Instalment Full Fee £ 270, Deposite £ 54, ( £ 18/month )
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  • Discount: £ 720
  • Pay Today: £ 180
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you can pay Staff Training Solutions using payatrader
Pay in Instalment Full Fee £ 270, Deposit £ 54, (£ 18/month)
you can pay Staff Training Solutions using payatrader
Course Overview

Certificate in Customer Service Management Level 6

Enrol online with STS Courses today, for the chance to earn an endorsed Certificate in Customer Service Management (Level 6).  This advanced Customer Service Level 6 Course is open to newcomers and experienced personnel alike, with no prior knowledge or experience necessary. Our exclusive online training courses come complete with all study materials and learning resources in the initial fee for unbeatable value for money. This Level 6 Customer Care Certificate comprises 15 units, covering topics such as team building, customer service strategy development, market research, customer behaviour analysis, complaint handling and customer relationship management. Sign up with Staff Training Solutions today, or call anytime for more information.

Why Study Customer Service?

Customer service quality has become a key differentiator across all industries and sectors.  Increasingly, buyers are exclusively doing business with those they can count on for a memorable customer experience.  Both in the B2B and B2C spaces alike, the commitment you demonstrate to customer satisfaction sends a strong message about your brand.  In turn, businesses are placing greater emphasis on qualified, capable and enthusiastic customer service personnel than ever before. High earnings potential, job security and limitless scope for advancement – just three of the numerous benefits of a career in customer care.

Course Syllabus

Staff Training Solutions provides endorsed distance learning programs for members of the workforce, jobseekers and anyone looking to boost their career prospects. This advanced Level 6 Customer Care Certificate comprises the following 15 units:

Unit 1 - An Introduction to Customer Service

Presents a detailed introduction to the customer care profession, outlining the objectives of customer service and the personnel involved in its provision.

Unit 2 - Understanding Your Customers

An exploration of market research and customer behaviour analysis techniques, along with the importance of accurately predicting customer expectations.

Unit 3 - What is a Customer Focused Organisation?

Covers the step-by-step process of building better teams, the concept of the customer-focused organisation and how to foster a customer-focused workplace culture.

Unit 4 - Developing a Customer Service Strategy

The primary components of a quality customer care strategy are then discussed, along with how to set meaningful goals for a customer service strategy.

Unit 5 - Implementing a Service Excellence Strategy

Provides guidelines for the smooth and seamless implementation of a service excellence strategy, along with the personnel involved in its adoption.

Unit 6 - Training & Development for Customer Service

Discusses the provision of training and coaching for customer care workers, including training needs identification and choosing training methods.

Unit 7 - Building Better Teams

Team development and optimising team performance are discussed, along with factors that can affect the development of high-performing teams.

Unit 8 - Empowerment & Ownership

The benefits of empowering workers to take ownership of their actions, with tips for nurturing a workplace culture of empowerment.

Unit 9 - The Importance of Effective Communication

Explores how communication goes far beyond verbal discourse, highlighting the unique impact and influence of body language and non-verbal communication.

Unit 10 - Active Listening

Presents a definition of active listening and the limitations of passive hearing, along with helpful guidelines for developing better listening skills.

Unit 11 - CRM (Customer Relationship Management)

Covers the development and implementation of a CRM strategy for enhanced customer retention and the use of various types of loyalty schemes.

Unit 12 - Dealing with Unprofitable Customers

How to identify unprofitable customers, deal with them diplomatically and convert them into profitable customers where possible.

Unit 13 - Complaint Handling

Guides learner through the ‘right’ and ‘wrong’ way to deal with complaints, discussing why people complain, their expectations when complaining and more.

Unit 14 – Telemarketing

Examines the benefits and potential drawbacks of telemarketing, the limitations of telesales and the foundations of quality telephone customer support.

Unit 15 - Importance of Customer Feedback

A fascinating look at the collection, analysis and use of customer feedback as a business improvement tool, with guidelines for collecting feedback.

Career Path

Job opportunities in customer care are wide open for candidates with a passion for people and the desire to succeed.  Customer services is a uniquely accessible sector and a prolific employer, which welcomes ambitious candidates from all backgrounds.  Whether pursuing an entry-level role as a customer service representative or a leadership position as a customer care manager, this Level 6 Customer Service Diploma could help.  Salaries of around £20,000 or more are the norm in supervisory customer care roles.

Course Endorsement

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.

Who should take this course

Fast-track your customer service career starting today, with the help and support of Staff Training Solutions. Our Level 6 Certificate in Customer Care is ideal for:

  • Newcomers pursuing entry-level customer care roles
  • Customer service workers looking to climb the career ladder
  • Anyone who owns and runs their own business
  • Entrepreneurs considering new business establishment
  • Team leaders, supervisors and managers at all levels
  • Ambitious and enthusiastic candidates with a passion for people

Sign up online and get started today, or contact the team at Staff Training Solutions anytime if you have any questions.

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