Customer Service Skills Diploma
4.7( 3 REVIEWS )
1506 STUDENTS
Do you need to develop great customer service skills? We’ve got everything covered in this comprehensive Customer Service Skills Diploma. …
Do you need to develop great customer service skills?
We’ve got everything covered in this comprehensive Customer Service Skills Diploma. Prove to employers that you can provide excellent customer service skills and get the rewards you deserve. With a recognised 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, social intelligence, negotiation skills, time management and how to manage stress at work. 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.
What will I learn?
This Diploma in Customer Service 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 unlimited access. An effective support service and study materials will give you the confidence to secure your qualification.
- Who is for?
- Course Description:
- Method of Assessment:
- Certification:
- Entry Requirement
- Career Path:
- 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 Diploma in Customer Service is comprehensive and is designed to cover key areas listed under the curriculum. This course has been designed for 75 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 “Diploma in Customer Service skills”.
- Learners must be age 16 or over and should have a 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
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Course Curriculum
| Getting Started | |||
| E Certificate Download Guide | 00:00:00 | ||
| 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 | ||
| 19. Social Intelligence | |||
| Social Intelligence | |||
| 20. Negotiation Skills | |||
| Negotiation Skills | |||
| 21. Time Management | |||
| Time Management | |||
| 22. Work Life Balance | |||
| Work Life Balance | |||
| 23. Stress Management at Workplace | |||
| Stress Management at Workplace | |||
| 24. Safety in the Work Place | |||
| Safety in the Work Place | |||
| Mock Exam | |||
| Mock Exam: Diploma in Customer Service | 00:30:00 | ||
| Final Exam | |||
| Exam: Diploma in Customer Service | 00:30:00 | ||
Students feedback
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Jacob Frye
I work in customer service and wanted to study this subject extensively. The Diploma in Customer Service Skills was a good fit for me. The course was thorough and the tutor followed a structured programme that was very effective. I learned so much about the significance of customer service and how it can propel a company to succeed.
Dean Smith
I work in a customer-oriented environment and wanted to improve my customer service skills when I was directed to the Diploma in Customer Service at Study 365. It was an excellent choice of course and taught me everything I needed to know about providing great customer service. The tutor was a complete expert on the subject, and was generous in his answers. I’m now applying my new-found knowledge and excelling in my job in the process.
Nikki Gilbert
Being in Customer services for a number of years it’s a great course to use as a refresher.