Advanced Customer Service Skills Course

This intensive Level 5 Customer Service Management Course has been designed for ambitious candidates, intent on taking this dynamic profession by storm.  Study the intricacies of customer excellence across 12 insightful modules as follows:

Unit 1. Customer Service: An Introduction

The course begins with a detailed overview of customer service, both as a profession and a wider concept.  The core elements and components of effective customer service are discussed, along with the relationship between a brand’s performance and its commitment to customer care.  A series of common customer service challenges are also introduced.

Unit 2. Strategies for Understanding Your Customers

Module two details the value of getting to know your target audience, detailing how to identify and pre-empt the requirements and expectations of customers.  Customer research techniques are discussed, along with the different types of customer, the concept of segmentation and the potential consequences of failing to adequately understand your audience.

Unit 3. The Customer-Focused Organisation

Candidates then explore the concept of the customer-focused organisation, in reference to businesses that consistently prioritise the customer experience.  Course content covers the development and implementation of a customer service framework, how to effectively monitor the performance of a customer excellence strategy and the role leadership plays in creating a customer-focused working culture.

Unit 4. Creating Customer Service Strategy

Module four continues with a more detailed exploration of the effective customer service strategy, in which candidates study customer service vision and mission-statement establishment.  The importance of clearly-defined goals and objectives is also discussed, along with the business-wide benefits of an efficient customer service strategy.

Unit 5. Customer Services: Implementing a Service Excellence Strategy

Candidates then study the process of introducing both the workforce and the business as a whole to a new service excellence strategy.  Evaluating the effectiveness of an existing customer service strategy is also discussed, alongside the potential value of using a customer excellence strategy as the basis for a marketing campaign.

Unit 6. Advanced Training & Development for Effective Customer Service

Module six focuses on training and development strategies for the individuals and teams on the ‘frontline’ in a customer service setting.  The importance of adequately investing in training and development is discussed, along with the objectives and limitations of employee training, an introduction to effective workforce training strategies and more.

Unit 7. Building Strong Relationship with Customers             

The importance of focusing on customer retention follows in module seven, in which learners study effective techniques for nurturing loyalty.  The financial and reputational value of keeping existing customers happy is discussed, along with the potential consequences of taking a passive approach to customer dissatisfaction.

Unit 8. Effective Communication

Course module eight details the role communication plays in the delivery of superior customer service.  An extensive range of communication tools, materials and training strategies are discussed, along with internal and internal customer communications, how to create an effective communication strategy and more.

Unit 9. Concept of Empowerment & Ownership

Learners then study the direct relationship between employee empowerment and the provision of outstanding customer service.  Effective techniques for building a culture of empowerment and ownership are discussed, along with where and how to draw the line with regard to individual employee authority.

Unit 10. The Right Way to Manage Unprofitable Customers

Module 10 guides candidates through the process of evaluating the value (or otherwise) of the customers they encounter.  Customer habits and behaviours are discussed at length, along with the identification of unprofitable customers and how they can often be turned into profitable customers for the benefit of the business.

Unit 11. Handling complaints

The art of effective complaint-handling is explored in chapter 11, which discusses some of the most common types of complaints and the customers who are most likely to voice dissatisfaction.  The importance of promptness in customer relations management is discussed, along with effective strategies for transforming negative experiences into positives for all parties.

Unit 12. Importance of Feedback in Customer Service

Concluding the course, module 12 provides fascinating insights into the value and importance of customer feedback.  Candidates learn how to collect, collate and analyse customer feedback, use questionnaires to accurately measure customer satisfaction and ultimately drive loyalty through detailed customer behaviour analysis.

Explore various free courses on our website. You can even take a start with one of our Free Customer Service courses today.

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.

An advanced Level 5 Customer Service Diploma could take you places you never dreamed possible.  With demand for talented customer service agents at a record-high, there’s never been a better time to study this fascinating field.  Typical positions in a customer support setting include customer relations manager, team leader, customer service manager, public relations coordinator and many more besides.  Typical salaries begin at around the £20,000 mark, with no limitations for more experienced customer service executives.

Who Should Take This Course?

Oxford Home Study Centre takes pride in offering accessible, affordable and enjoyable distance learning opportunities for candidates worldwide. This exclusive Level 5 Customer Service Diploma was designed with the following candidates in mind:

• Existing customer service operatives looking to climb the career ladder
• Newcomers interested in more advanced customer service roles
• Business owners, managers and entrepreneurs
• Anyone currently working in a customer service setting
• Candidates interested in customer service roles worldwide
• Jobseekers looking to enhance their employment prospects

With our dedicated student support behind you, the career of your dreams could be right at your fingertips!  Enrol today, or contact Oxford Home Study Centre for more information!