Customer Service Management Course

Program Overview

The Customer Services Advanced Diploma QLS Level 5 equips learners with the skills and knowledge to excel in customer service management. It emphasizes the importance of understanding customers, developing effective strategies, and building long-term relationships. Graduates can pursue leadership roles in customer relations, PR, and other sectors, with potential for increased earning potential.

Program Outline

Degree Overview:

The Customer Services Advanced Diploma QLS Level 5 is an advanced customer service management training program designed for distance learning and open for enrollment throughout the year. It is offered by Brentwood Open Learning College (BOLC). It emphasizes the benefits of a customer-focused organization, the hallmarks of an effective customer service strategy, and the true value of building long-term customer relationships. This Level 5 Diploma is designed to help individuals take the next big step in their customer service careers, regardless of their prior experience.

Outline:

The Customer Services Advanced Diploma QLS Level 5 is delivered over a series of 12 detailed modules, each examining a different aspect of customer service and the customer experience:

• Unit 1.
• Introduction to Customer Services: This module introduces customer service as both an essential business concept and a profession.
It covers market research methods, the importance of effective market segmentation, different customer types, and the significance of gauging customer expectations.
• Unit 3.
What is a Customer-Focused Organisation? It covers mission statements, vision statements, setting realistic customer service objectives, and measuring performance accurately.
• Unit 5.
• Implementing a Service Excellence Strategy: This module examines the challenges associated with implementing a customer service strategy.
It teaches candidates how to assess the performance of existing customer service policies and discusses the use of a customer excellence strategy in developing an impactful marketing strategy.
• Unit 6.
• Training & Development for Customer Service: This module explores the importance of workforce training in determining a business's customer service strength.
It covers essential types of internal and external communications, provides guidelines for improved communication quality, and addresses issues associated with breakdowns in communication.
• Unit 9.
• Dealing with Unprofitable Customers: This module focuses on dealing with unprofitable customers in a proactive and professional manner.
It teaches candidates how to identify unprofitable customers, avoid wasting time on customers of no value to the business, and turn unprofitable customers into profitable customers where possible.
• Unit 10.
• Importance of Customer Feedback: This module explores feedback gathering techniques and the use of feedback in customer services.

Careers:

The program prepares individuals for a variety of customer service roles across different sectors. Graduates can pursue careers as:

• Team leaders
• Customer relations managers
• PR specialists
The program emphasizes the potential for further progression and competitive take-home pay. Customer service managers typically earn around £20,000 plus benefits at entry level.

Other:

Brentwood Open Learning College offers some free certificate courses in Customer Services.