Studying for an advanced Level 5 Customer Service Diploma could pave the way for a high-profile career in a customer service setting. This fully endorsed course takes place over a series 12 modules, each concluding with an online assessment:
Module 1 - Introduction to Customer Service
The course begins with a detailed overview of the concept of customer service, examining the functions and objectives of quality customer service provision. Roles and responsibilities within the field of customer service are discussed, along with typical challenges in customer service provision and the potential benefits of customer care excellence.
Module 2 - Understanding Your Customers
Learners are then introduced to a variety of strategies and techniques for effective target audience identification and consumer behaviour analysis. The importance of in-depth market research is also assessed, along with the different types of customers, the process of segmenting markets and how to determine customers’ expectations.
Module 3 - What is a Customer-Focused Organisation?
An overview of the benefits of creating a customer-focused working culture is then provided, in which candidates consider the criticality of doing things from the perspective of the customer. An introduction to the core elements of an effective customer service policy is also provided, along with the importance of strong leadership in customer service.
Module 4 - Developing a Customer Service Strategy
Candidates are then guided through the process of developing a viable and effective customer service strategy, which explores the main components of an outstanding customer excellence framework. Vision statements and mission statements are also brought into discussion, along with the importance of setting realistic goals and accurately measuring performance.
Module 5 - Implementing a Service Excellence Strategy
A detailed breakdown of the service excellence strategy implementation process follows in module five, where candidates learn how to analyse and measure the performance of current customer care policies. The contribution a customer excellence strategy can make to a broader marketing strategy is also brought into discussion.
Module 6 - Training & Development for Customer Service
Identifying and fulfilling workforce training and development requirements for outstanding customer service is discussed in the sixth module. Candidates are familiarised with various tools, techniques and strategies for more effective training, along with how to choose appropriate training methods in accordance with requirements.
Module 7 - The Importance of Effective Communication
Communication as a major performance driver in customer service provision is then examined, in which candidates study a variety of external and internal communication types. Tips and guidelines for improving communication quality are also provided, along with how to avoid and address communication breakdowns when they occur.
Module 8 - Building Long-Term Customer Relationships
Learners then consider how retaining existing customers can be more beneficial to a business than attempting to attract new customers. The characteristics of effective customer retention strategies are examined, along with how customer dissatisfaction can have wide reaching financial and reputational consequences.
Module 9 - Dealing with Unprofitable Customers
The concept of the unprofitable customer is then discussed, in which candidates learn how to avoid wasting time on customers deemed to be unprofitable. Techniques and strategies for turning unprofitable customers into profitable customers are also discussed, along with how to accurately identify an unprofitable customer.
Module 10 - The Importance of Customer Feedback
Customer feedback as a primary quality measurement tool is examined in Module 10, which introduces candidates to several useful feedback gathering and data analysis techniques. The role customer feedback plays in nurturing customer loyalty is also discussed, along with how to produce and distribute an effective questionnaire or survey.
Module 11 - Complaint Handling
The importance of taking a positive and proactive approach to complaints is then discussed, highlighting the potential value of every negative comment or criticism. Course content also outlines the different types of complainers, common types of complaints and how negative feedback can be more valuable and productive than positive feedback.
Module 12 - Empowerment & Ownership
Concluding the course, Module 12 analyses ownership and empowerment as two of the most important tools in quality customer service provision. Tools, tips and techniques for building a more empowered workplace culture are explored, along with the importance of appropriate limitation of authority within customer service teams.
