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| Course at QLS | Level 7 |
| Study Method | Online |
| Course Duration | 620 Hours |
| Start Date | Ongoing |
| Endorsement | Endorsed by Quality Licence Scheme |
| Pay in Instalment | Full Fee £ 324, Deposite £ 96, ( £ 19/month ) |
Shift your customer service career into high gear, with this exclusive online course from Staff Training Solutions. Enhance your outlook with a Customer Service Level 7 Diploma, while enjoying the freedom to study in your own time. Our exclusive Certificate in Customer Service Management (Level 7) covers the hard and soft skills needed to thrive in a customer care setting. Essential for aspiring team leaders and managers, topics covered include how to create a service excellence strategy, building better teams in the workplace, customer relationship management, dealing with difficult customers and how to conduct market research. However ambitious your objectives, we’re here to help you achieve them – enrol online with Staff Training Solutions today!
Why Study Customer Service?
The knowledge and skills you will develop while studying customer service are of value and relevance across all sectors. This makes customer service acumen highly transferable, paving the way for a wide variety of job opportunities. Customer care is also one of the most accessible of all specialist fields, welcoming a diverse range of candidates from all backgrounds. With no prior knowledge or experience necessary, it is possible to climb to a leadership position in customer care within the first year or two. Career prospects are limited only by the ambition and enthusiasm of the candidate. How far will yours take you? With demand for talented customer service personnel at an all-time high, there’s never been a better time to find out!
Each of the 20 units in this Level 7 Customer Service Diploma concludes with an online assessment, which your assigned tutor will mark and return with constructive feedback. Topics and knowledge areas covered are as follows:
Unit 1 - Customer Service: An Introduction
Examines the aims of customer service, the benefits of an effective customer service strategy and the personnel involved in the provision of quality customer care.
Unit 2 - Understanding Your Customers
Includes an introduction to market research, audience analysis and consumer behaviour, along with how to predict customer expectations.
Unit 3 - The Customer Focused Organisation
Detailed insights in the benefits of running a customer-focused business, what it means to be customer oriented and how to view interactions from the customer’s perspective.
Unit 4 - Creating a Customer Service Strategy
Provides a full breakdown of the customer service strategy and its main components, while discussing the importance of setting achievable marketing goals.
Unit 5 - Implementing a Service Excellence Strategy
Covers the implementation of a customer service framework, with tips for seamless strategy integration and the characteristics of true service excellence.
Unit 6 - Advance Training & Development for Effective Customer Service
An overview of the provision of training and development opportunities in customer care, along with how to identify and address different types of training requirements.
Unit 7 - Building Better Teams
The cornerstones of the high-performing team and the importance of teamwork, also covering the main challenges associated with team development.
Unit 8 - The Concept of Empowerment & Ownership
A fascinating look at how empowering employees to take ownership of their action can improve their motivation to provide superior customer service.
Unit 9 - Effective Communication
An assessment of communication as the basis for quality customer care, touching upon the power of non-verbal communication and body language.
Unit 10 - Active Listening
Defines and discusses active listening, the importance of building better listening skills and how reading between the lines makes a difference in customer care.
Unit 11 - Building Strong Relationships with Customers
Covers a variety of tools, techniques and strategies for building better customer relationships and why customer loyalty should be prioritised.
Unit 12 - CRM (Customer Relationship Management)
A more detailed look at the benefits of customer loyalty and repeat business, with an in-depth analysis of customer relationship management activities.
Unit 13 - The Right Way to Manage Unprofitable Customers
Discusses proactive and diplomatic ways to deal with unprofitable customers, along with how to identify a customer of no value to the business.
Unit 14 - Handling Complaints
An overview of why people complain, what they expect to get in return, the different types of personalities most likely to complain and more.
Unit 15 - Conflict Resolution
Includes a series of tips and guidelines for taking more confident control of workplace conflict, highlighting the role of communication in dispute resolution.
Unit 16 - Anger Management
Covers why people get angry, how the body and brain respond to anger, the importance of taking responsibility for issues with anger and more.
Unit 17 - Stress Management
Examines the extent to which stress can be reduced simply by acknowledging its inevitability, along with common stress triggers and catalysts.
Unit 18 - Time Management
Guides learners through the process of creating schedules, prioritising tasks and taking practical steps to end procrastination for improved personal efficiency.
Unit 19 – Telemarketing
A detailed look at the pros, cons and unique characteristics of telemarketing, touching upon telesales and the provision of customer support by phone.
Unit 20 – The Importance of Feedback in Customer Service
Activities and initiatives to proactively encourage customers to provide feedback and suggestions, along with how to leverage the value of the information collected.
This advanced customer care course was designed specifically with future managers and leadership personnel in mind. Whether starting from scratch or pursuing promotion with your current employer, an endorsed diploma on your resume could make a real difference. Career opportunities in customer care range from entry-level sales assistants through to team leaders, department managers, customer relationship specialists and many more besides. All with high earnings potential and limitless scope for further progression.
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.
Staff Training Solutions offers an extensive range of online courses for businesses, employees and jobseekers. Our Level 7 Customer Service Diploma could be the perfect program for:
Sign up and get started on your customer service course today, or contact Staff Training Solutions if you have any questions.
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