Certificate in Customer Service Management Level 7

Level 7 Certificate in Customer Service Management - Course Outline

This course consists of the following units:

Module 1: Foundations of Modern Customer Service

This module introduces the principles of modern customer service, focusing on its role in business success and the impact of service quality on customer loyalty. Learners gain an understanding of service culture and customer expectations.

Module 2: Understanding Customer Behaviour & Expectations

Learners explore customer psychology, motivations, and decision-making processes. The module also explains how businesses can anticipate customer needs and adapt to changing expectations.

Module 3: Communication Excellence in Customer Service

This section develops verbal, non-verbal, and written communication skills essential for effective service delivery. It highlights the role of empathy, active listening, and clarity in building strong customer relationships.

Module 4: CRM and Digital Tools for Customer Service

Students learn how to use Customer Relationship Management (CRM) systems and digital platforms to improve service delivery. The module also examines automation, AI tools, and data-driven service strategies.

Module 5: Handling Complaints, Feedback & Difficult Customers

This module covers techniques for resolving conflicts, managing complaints, and turning negative experiences into positive outcomes. Learners gain strategies for handling difficult customers with professionalism.

Module 6: Building High-Performance Service Teams

The focus is on leadership, team dynamics, and staff motivation within customer service environments. Learners also explore coaching and performance management strategies.

Module 7: Service Strategy, Planning & Continuous Improvement

Students study how to develop and implement customer service strategies aligned with business goals. The module emphasizes measuring performance and driving continuous improvement.

Module 8: The Future of Customer Service

The final module explores emerging trends such as AI-driven service, omnichannel strategies, and customer-centric innovation. Learners prepare to adapt and thrive in the evolving service landscape.

Customer service plays a major role at the heart of almost every business worldwide. If it’s a company that works directly or indirectly with customers, talented customer service personnel are needed.  The market for jobs in a customer service setting is as enormous as it is diverse.  Typical job titles in the field include Customer Care Operator, Customer Care Representative, Customer Liaison Officer, Customer Relationship Specialist, Customer Service Agent, Customer Service Ambassador, Retail Associate and many more besides.  All with attractive salaries and limitless scope for advancement.

At the end of this course successful learners will receive a Certificate of Achievement from the Quality Licence Scheme and a Learner Unit Summary (which lists the components the learner has completed as part of the course).

This course and/or training programme has been endorsed by the Quality Licence Scheme for its high-quality, non-regulated provision and training programmes. This course and/or training programme is not regulated by Ofqual and is not an accredited qualification. Your training provider will be able to advise you on any further recognition, for example progression routes into further and/or higher education. For further information please visit the Learner FAQs on the Quality Licence Scheme website.

What is the focus of the Customer Services Diploma QLS Level 7 course?
This advanced diploma focuses on developing strategic leadership in customer service, covering areas such as CRM, conflict resolution, service strategy, team building, and handling unprofitable customers.

Is this course suitable for managers or team leaders?
Yes, the course is ideal for customer service managers, team leaders, and professionals aiming to lead or improve service operations at a strategic level.

Are there any prerequisites for enrolling in the Level 7 Diploma?
While there are no formal prerequisites, it is recommended that learners have prior experience in customer service or management, or have completed a lower-level course in the same field.

What type of assessment is involved in this course?
The course includes assignments at the end of each module to assess understanding. These can be completed online and submitted at your own pace.

What certification will I receive upon completion?
You will be awarded a CPD-accredited certificate issued by OHSC, along with a Certificate of Completion from CPD Courses.

How can I improve my customer service skills?
Practice active listening, show empathy, communicate clearly, and seek feedback. Enrolling in structured training like this course can help strengthen these skills through proven methods.

How should I handle a complainer professionally?
Stay calm, listen attentively, acknowledge their concerns, and offer solutions. Avoid being defensive and aim to turn their dissatisfaction into a positive experience.

What is complaint behaviour in customer service?
Complaint behaviour refers to the actions and responses customers take when they feel dissatisfied with a service. Understanding this helps businesses address issues more effectively.

How do you fire a difficult client diplomatically?
Be polite and professional. Explain that your services may no longer meet their needs and recommend alternatives if possible. Always maintain a respectful tone to protect your brand reputation.

Can you give an example of handling a persistent complainer?
Yes. A customer repeatedly complained about delivery delays. We acknowledged their frustration, explained the cause clearly, offered a discount, and adjusted their delivery method. They stayed a loyal customer.