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Companies are competing for the best customer reviews, and this course allows you to increase your employability by knowing how to use effective customer service strategies.

The course can help you recognise and adapt your customer service policy to different business types. Knowing the different communication techniques will make it possible for you to identify the most appropriate method to deal with the kinds of customers you might encounter.

What's included?

Tailoring the course to your needs and learning outcomes

We know that different industries communicate with their customers differently. So with our course, you can choose to add course units relevant to your needs and career goals – from telesales to online and front desk communications. The course has three mandatory units and nine optional units. You can choose any four of the optional units to complete for your certificate.

You can learn about different organisational structures or gain knowledge about online customer service systems and social media in business. This course is designed to give you the freedom to decide the best outcomes for your career.

Mandatory Units

Unit 1: 

Principles of customer service and delivery 
Understand customer service and delivery 
Understand how legal and ethical requirements relate to customer services  
Understand how to deliver effective customer service 
Understand the management of customer service information 
Understand the relationship between customer service and a brand

Unit 2: 
Understand customers 
Understand different types of customers 
Understand the value of customers and their loyalty

Unit 3: 
Understand employer organisations 
Understand organisational structures 
Understand the organisational environment

Optional Units (to select four)

Unit 4: 
Understand how to communicate with customers 
Understand how to communicate verbally with customers 
Understand how to communicate with customers in writing

Unit 5: 
Understand how to communicate with customers using the telephone 
Understand how to deal with incoming customer calls 
Understand how to make telephone calls to customers

Unit 6: 
Understand how to handle customer information 
Understand how to process customer information 
Understand the customer service handover process

Unit 7: 
Understand how to deliver customer service online 
Understand how to support customers through real-time online customer service 
Understand social media in a business environment

Unit 8: 
Understand how to resolve problems and deliver customer service to challenging customers 
Understand the delivery of customer service to challenging customers 
Understand the resolution of customer service problems

Unit 9:  
Understand how to handle objections, promote additional products or services and close sales 
Understand how to handle sales objections 
Understand how to close the sale 
  
Unit 10:  
Understand how to develop customer relationships 
Understand how to build customer relationships 
Understand how to exceed customer expectations 
Understand how to support customer service improvements

Unit 11:  
Understand how to process sales orders and provide post-transaction customer service 
Understand how to process and follow up sales orders 
Understand post-transaction customer service

Unit 12:  
Principles of equality and diversity in the workplace 
Understand the implications of equality legislation 
Understand organisational standards and expectations for equality and diversity and context in the workplace

Unit 13:  
Understand how to develop working relationships with colleagues 
Understand the principles of effective team working 
Understand how to buddy a colleague

How it works

You will receive a registration code that will give you access to our online learning platform. Here you can access your course materials, lessons and resources. After you have registered for the course online, your personal assessor will introduce him/herself to you before you start. They will assess and mark your performance work at every stage. If you need any additional support, you can request this through the system or directly to your assessor. Your progress will be monitored remotely and your assessor can offer tips and guidance to improve your understanding of the course materials and assignments.

All assignments can be completed in your own time, so you can progress at your own pace.

Fees

Course price £725

Booking fee £25