Diploma in Customer Service
Diploma in Customer Service
Diploma in Customer Service
Course Description:
Customer Service is very important, and it plays a role in many industries, such as financial, retail or travel. So having a qualification in customer service will enhance your CV and help you to succeed. This course introduces the fundamentals of excellent customer service and how it can be provided in a range of sectors and situations.
Our learning material is available to students 24/7 anywhere in the world, so it’s extremely convenient. These intensive online courses are open to everyone, as long as you have an interest in the topic! We provide world-class learning led by IAP, so you can be assured that the material is high quality, accurate and up-to-date.
What are the requirements?
You must be 16 or over
You should have a basic understanding of English and basic IT knowledge
You will need a computer or tablet with internet connection (or access to one)
What skills will I gain?
The fundamentals and principles of customer service
Communication skills – both in person and on the telephone
The power of telephone manner and customer service for call centres
How to manage a customer service team, team work and team building
Handling complaints and working with unhappy customers
Internal customer service
How to gain back lost customers
Setting customer service goals and objectives
Various customer service techniques
What is the target audience?
Job hunters & School leavers
College or University student & graduates
Anyone hoping to work in, or who already works in a customer service role (such as: financial, retail or hospitality)
How will I be assessed?
At the end of the course learners will take an online multiple choice question assessment test. This online multiple choice question test is marked automatically so you will receive an instant grade and know whether you have passed the course.
Those who successfully pass this course will be awarded a free e-certificate, and only need to pay £19 for your printed certificate.
What Certification am I going to receive?
Those who successfully pass this course will be awarded a Customer Service Diploma. Anyone eligible for certification will receive a free e-certificate, and printed certificate.
What careers can I get with this qualification?
Customer service skills are important so this course will enhance your CV and can help you advance in many areas, including:
Reception (Hotel, Medical, Veterinary, etc.)
Call Centre
Finance
Retail
Travel
Local Authority
Government
KEY FEATURES
Gain an accredited UK qualification
Access to excellent quality study materials
Learners will be eligible for TOTUM Discount Card
Personalized learning experience
One year’s access to the course
Support by phone, live chat, and email
Course CurriculumTotal Units : 44
1. Customer Service Principles
The Value of Customer Good Service
Enhancing Customer Relationship
Dealing with Customer Expectation
Problem Solving
Success of Customer Service
Exercise Files- Customer Service Principles
2. Customer Service Essentials
Customer Service Essentials
3. Setting Customer Service Goals & Objectives
Setting Customer Service Goals & Objectives
4. Communication Skills For Customer Service
Communication Skills for Customer Service
5. Customer Service Techniques
Customer Awareness
Improving Your Customer Service Leadership
Building Teamwork for Customer Service
Exercise Files- Customer Service Techniques
6. How To Manage Customer Service Team
Managing Customer Service Quality
Improving Service Delivery
What is Good Customer Service
Exercise Files- How to Manage Customer Service Team
7. Improving Your Customer Service Leadership
Improving Your Customer Service Leadership
8. Leading Customer Service Team
Leading Customer Service Team
9. Teamworking And Team Building
Team Working and Team Building
10. Handling Customer Complains
Handling Customer Complains
11. How To Work With Unhappy Customers
Dealing with Angry Customers
Learning from Angry Customers
Exercise Files- How to Work with Unhappy Customers
12. How To Gain Back Lost Customers
How to Gain Back Lost Customers
13. Telephone Techniques
Telephone Techniques
14. Telephone Etiquette
Telephone Etiquette
15. Telephone Customer Service
Telephone Customer Service
16. Power Of Telephone Courtesy
Power of Telephone Courtesy
17. Internal Customer Service
Internal Customer Service
18. Customer Service At Call Centres
The CSR – A Powerful Choice
Getting the Professional Edge
All Important Customers
Building Your Skills
Building Your Skills with Technology
Managing your Attitude
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
Final Exam
Exam: Diploma in Customer Service