Certificate in Customer Service Training - Level 3
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Do you need to develop great customer service skills? We’ve got everything covered in this comprehensive Certificate in Customer Service …
Do you need to develop great customer service skills?
We’ve got everything covered in this comprehensive Certificate in Customer Service Training – Level 3 course. Prove to employers that you can provide excellent customer service skills and get the rewards you deserve. With a qualification on your CV, you’ll have a huge advantage and will have many more job opportunities.
The modules on this course have been designed by professionals and begin by covering customer service as a whole. Learners will also study telephone etiquette, how to work in a team effectively, how to supervise a team, how to deal with complaints and much more. Gaining this certificate will fully prepare you for work in a customer service environment and will allow you to progress to supervisor level once you have some work experience.
This course has been endorsed by the Quality Licence Scheme for its high-quality, non-regulated provision and training programmes. This course is not regulated by Ofqual and is not an accredited qualification. We 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.
- What will I learn?
- Who is for?
- Course Description:
- Method of Assessment:
- Certification:
- Entry Requirement
- Career Path:
This Customer Service Skills Training course will develop knowledge and skills in key areas such as:
- Delivering customer service
- Customer retention
- Resolving customer problems
- Business principles
- Managing your own performance
- Professional development
Learning with Study 365 has many advantages. The course material is delivered straight to you and can be adapted to fit in with your lifestyle. It is created by experts within the industry, meaning you are receiving accurate information, which is up-to-date and easy to understand.
This course is comprised of professionally narrated e-Learning modules, interactive quizzes, tests and exams. All delivered through a system that you will have access to 24 hours a day, 7 days a week for 365 days (12 months). An effective support service and study materials will give you the confidence to secure your qualification.
- This qualification is aimed at those already working in a wide variety of customer service settings such as hotels, banks, contact centres, restaurants and retail outlets.
- The qualification is a competence based qualification and is suitable for a wide range of candidates in employment who wish to enhance their career prospects.
This Certificate in Customer Service Training - Level 3 course is comprehensive and is designed to cover key areas listed under the curriculum. This course has been designed for 38 guided learning hours.
At the end of the course learners will take an online multiple choice question assessment test. The online test is marked straight away, so you will know immediately if you have passed the course.
Successful candidates will be awarded a Certificate in Customer Service Training - Level 3. These are printed on high grade paper embossed with official Study365 or Quality Licence Scheme. It is delivered right to your place in a hard back envelope to keep it in pristine condition.
Option 1 -Quality Licence Scheme
At the Completion 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) for only £49.
Option 2 -CPD Certificate
Successful learners will receive an Endorsed CPD Accredited Certificate for only £29.
- Learners must be age 16 or over and should have basic understanding of the English Language, numeracy, literacy and ICT.
Customer service impacts on all occupational sectors and this qualification could lead to a wide range of jobs in customer service, including:
- Contract Centre Supervisor
- Customer Service Team Leader
- Customer Relations Advisor
- Hotel Manager
- Sales Manager
Course Curriculum
| 1. Customer Service Principles | |||
| The Value of Customer Good Service | 00:19:00 | ||
| Enhancing Customer Relationship | 00:20:00 | ||
| Dealing with Customer Expectation | 00:25:00 | ||
| Problem Solving | 00:32:00 | ||
| Success of Customer Service | 00:17:00 | ||
| Exercise Files- Customer Service Principles | |||
| 2. Customer Service Essentials | |||
| Customer Service Essentials | |||
| 3. Setting Customer Service Goals & Objectives | |||
| Setting Customer Service Goals & Objectives | 00:12:00 | ||
| 4. Communication Skills for Customer Service | |||
| Communication Skills for Customer Service | 00:23:00 | ||
| 5. Customer Service Techniques | |||
| Customer Awareness | 00:17:00 | ||
| Improving Your Customer Service Leadership | 00:35:00 | ||
| Building Teamwork for Customer Service | 00:11:00 | ||
| Exercise Files- Customer Service Techniques | |||
| 6. How to Manage Customer Service Team | |||
| Managing Customer Service Quality | 00:37:00 | ||
| Improving Service Delivery | 00:38:00 | ||
| What is Good Customer Service | 00:17:00 | ||
| Exercise Files- How to Manage Customer Service Team | |||
| 7. Improving Your Customer Service Leadership | |||
| Improving Your Customer Service Leadership | 00:35:00 | ||
| 8. Leading Customer Service Team | |||
| Leading Customer Service Team | 00:51:00 | ||
| 9. Team Working and Team Building | |||
| Team Working and Team Building | |||
| 10. Handling Customer Complains | |||
| Handling Customer Complains | 00:07:00 | ||
| 11. How to Work with Unhappy Customers | |||
| Dealing with Angry Customers | 00:26:00 | ||
| Learning from Angry Customers | 00:26:00 | ||
| Exercise Files- How to Work with Unhappy Customers | |||
| 12. How to Gain Back Lost Customers | |||
| How to Gain Back Lost Customers | 00:40:00 | ||
| 13. Telephone Techniques | |||
| Telephone Techniques | 00:17:00 | ||
| 14. Telephone Etiquette | |||
| Telephone Etiquette | |||
| 15. Telephone Customer Service | |||
| Telephone Customer Service | 00:16:00 | ||
| 16. Power of Telephone Courtesy | |||
| Power of Telephone Courtesy | 00:19:00 | ||
| 17. Internal Customer Service | |||
| Internal Customer Service | 00:35:00 | ||
| 18. Customer Service at Call Centres | |||
| The CSR – A Powerful Choice | 00:07:00 | ||
| Getting the Professional Edge | 00:17:00 | ||
| All Important Customers | 00:11:00 | ||
| Building Your Skills | 00:24:00 | ||
| Building Your Skills with Technology | 00:08:00 | ||
| Managing your Attitude | 00:06:00 | ||
| Mock Exam | |||
| Mock Exam: Certificate in Customer Service Training – Level 3 | 00:30:00 | ||
| Final Exam | |||
| Exam: Certificate in Customer Service Training – Level 3 | 00:30:00 | ||
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