Customer Service Level 7 Diploma

Customer Service (Level 7) Diploma

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Overview

Certificate of achievement in Customer Service Level 7. Additional CPD Accredited Certificate with 200 CPD points available with no extra study

Endorsed Certificate of Achievement. This popular Level 7 Customer Service Diploma provides an insightful introduction to the world of high-quality customer service provision. Explore a breakdown of the fundamentals of quality customer service, along with how to consistently meet customers’ expectations and the potential consequences of poor customer service. Study in your own time and at your own pace, with the help and support of your own personally-assigned tutor!

In the business world, the quality of the Customer Service and organisation provides can determine whether it succeeds or fails. The modern consumer is showing growing preference to brands that focus on customer service as their key priority – over and above factors like product choice and even low prices. Quality Customer Service brings the kind of loyalty that cannot be purchased at any price. Substandard Customer Service can wreak irreparable damage on even the strongest and most established reputations. For those who truly master the art of high-end Customer Service provision, career opportunities spanning most sectors on a global basis are limitless in scope.

This popular Customer Service Level 7 Diploma has been designed for anyone looking to excel in any customer service environment.

200 CPD hours / points
Accredited by The CPD Standards Office

Description
Customer Service

Superior Customer Service often divides successful businesses from those that struggle to survive. These days, the quality of the Customer Service you provide is every bit as important as both product quality and value for money. In fact, research suggests that the average consumer is willing to pay more for the same product, if accompanied by excellent customer service. For those with the skills and talents to deliver a positive and memorable experience for every customer, even the sky isn’t the limit. If interested in building a successful career in Customer Service, enrol today and study at home for a brighter tomorrow!

Customer Service - Course Benefits

When studying for a Level 7 Customer Service Award with CPD Courses, every candidate enjoys the following benefits:

1. Provision of all essential course materials and lecture notes, along with case studies, practical exercises and key supporting documentation.
2. 24/7 access to our exclusive digital learning platform and convenient online assessments at the end of each unit.
3. The dedicated support of an experienced, qualified and professional tutor for ongoing assistance while completing your course.
4. Complete access to recommend reference books, study aids and more via our extensive e-library.
5. The opportunity to earn a fully-endorsed certificate from a recognised awarding organization, enhancing your CV and career prospects for life!

Customer Service - Learning Objectives

This Advanced-level Certificate in Customer Service provides candidates with a concise overview of professional Customer Service techniques from a contemporary business perspective. The course has been designed to help take those with limited Customer Service experience (or no prior knowledge whatsoever) to the next level in any Customer Service setting. Upon completion of the Customer Service course, candidates are primed and readied to take on more advanced customer service duties and responsibilities with confidence.

Delivered over the Customer Service course of twenty intensive modules, candidates explore the concept of quality Customer Service provision, along with effective telephone techniques, how to deal with challenging customers and scenarios, the importance of identifying customer expectations and how to exceed them with every encounter.

Key skills, talents and knowledge picked up along the way include:
  • A detailed understanding of the importance of quality customer service
  • The confidence to handle challenging customers and difficult situations
  • Advanced telephone communication skills
  • The ability to nurture and develop meaningful customer relationships
  • The opportunity to climb the career ladder in a customer service setting
Customer Service - Course Outline

Our entry-level Customer Service Level 7 Diploma is delivered over the course of twenty insightful modules - each concluding with an online assessment to verify your acquired knowledge and competencies. Your assigned tutor will provide you with comprehensive support at all times, in order to assist with your successful completion of each module.

Module 1 - Customer Services : An Introduction
This module covers the following topics:
  • Elements of Customer Service:
  • Classification of Customer Service
  • Service Quality & Customer Service
  • Effects of Poor Service on a Business
  • Plus more
Module 2 - Understanding Your Customers
This module covers the following topics:
  • Identifying Customer Expectations
  • Benefits of Meeting Expectations
  • Means of Identifying Customer Needs
  • Triggers and Customer Needs
  • Plus more
Module 3 - The Customer-Focused Organization
This module covers the following topics:
  • Style Of Leadership
  • Performance Management
  • Coaching and Development
  • Developing a Reward and Recognition Scheme
  • Criteria for Rewards
  • Plus more
Module 4 - Creating Customer Service Strategy
This module covers the following topics:
  • Involvement of the Top Management
  • The Role of the Manager and the Role of the Leader
  • Important Areas of Focus for Customer Service Strategy
  • Establishing a Customer-Focused Culture
  • Plus more
Module 5 - Implementing a Service Excellence Strategy
This module covers the following topics:
  • Marketing a Service Strategy
  • Engender Ownership
  • Continuous Improvement
  • Establish a Steering Group
  • Plus more
Module 6 - Advance Training & Development for Effective Customer Service
This module covers the following topics:
  • Importance of Training and Development in Customer Service
  • Identifying Training and Development Objectives
  • Training and Development Methods
  • Plus more
Module 7 - Building Better Teams
This module covers the following topics:
  • Defining, Evaluating and Managing Teams
  • The Stages of Team Development
  • Plus More
Module 8 - Concept of Empowerment & Ownership
This module covers the following topics:
  • Valued People Value Customers
  • Myths about Empowerment
  • Empowerment is Appropriate for All Organisations
  • Developing a Set of Discretionary Awards
  • Plus more
Module 9 - Effective Communication
This module covers the following topics:
  • Importance of Effective Communication
  • Developing A Communication Strategy
  • Communication of Service Quality to the Internal Customer
  • Training Material
  • Plus more
Module 10 - Active Listening
This module covers the following topics:
  • The Basics of Active Listening
  • Understanding the Communication Process
  • Plus More
Module 11 - Building strong relationship with Customers
This module covers the following topics:
  • Incentives and Loyalty Schemes
  • Operational CRM
  • The Goal of CRM (Customer Relationship Management)
  • The Primary Stages of the CRM Value Chain
  • Plus more
Module 12 - CRM (Customer Relationship Management)
This module covers the following topics:
  • Different Faces of CRM
  • Privacy Issues
  • Development of Customer Relationship Management Plan
  • Strategies for Customer Retention
  • Plus More
Module 13 - The Right Way to Manage Unprofitable Customers
This module covers the following topics:
  • Dealing with Unprofitable Customers
  • Change Unprofitable Customers into Profitable Customers
  • Evaluating Your Customers’ Value, Segment by Segment
  • Plus more
Module 14 - Handling complaints
This module covers the following topics:
  • Performance Response Standards
  • Complaints Analysis Reports
  • Resolving Problems and Quality-Improvement Activities
  • Plus more
Module 15 - Conflict Resolution
  • Understanding Conflicts and Its Types
  • Different Stages of Conflict
  • The Role of Communication in Conflict Resolution
  • Conflict Management
Module 16 - Anger Management
  • The Assertiveness Formula
  • Questioning Skills
  • Other Ways of Managing Anger
  • Relaxation Techniques
Module 17 - Stress Management
This module covers the following key topics:
  • Understanding Stress
  • Strategies to Manage stress
  • Time Management
Module 18 - Time Management
This module covers the following key topics:
  • Prioritising your Time
  • Changing Our Perspective
  • Setting Goals with SPIRIT
  • Setting Up a Routine
Module 19 - Telemarketing
This module covers the following topics:
  • Verbal Communication
  • Exceptional Things About Telephone Sales
  • Active Listening Skills
  • Developing Your Script
  • Pre-Call Planning
Module 20 - Importance of Feedback in Customer Service
This module covers the following topics:
  • Barriers to Listening
  • The Monitoring of Complaints and Compliments
  • Self-Completion Questionnaires
  • Measuring Customer Loyalty
  • Plus more

Who is this course for?

Customer Service


We’ve designed our Customer Service Advanced Diploma Level 7 with comprehensive flexibility and accessibility in mind. Suitable for anyone looking to build a rewarding career in customer service, both job seekers and existing members of the workforce alike could find this exclusive program invaluable. In addition, business owners and entrepreneurs could benefit from targeted customer service training, as could managers, supervisors and team leaders at all levels.

CPD Courses is proud to offer a uniquely flexible approach to distance learning, open to candidates with the desire to succeed on a global basis. Our courses are free from the usual deadlines and time restrictions, with course materials accessible 24/7 via our innovative digital learning platform. Candidates are assisted from start to finish by their own personally-assigned tutors and all assignments and assessments can be completed remotely – no classroom exams or in-person meetings required.

Course Duration: 400 Hours.
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