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Online Diploma in Customer Service Level 2

4.47( 48 REVIEWS )

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
  • Young learner or adult
  • New or temporary staff
  • Those hoping to gain employment in a customer service environment

How will I be assessed?

  • At the end of the course you will have one Quiz test that will be marked automatically and you will be received an instant grade.
  • You will have a mock exam that you can prepare yourself for the final exam. After successfully passed your exam, you will be received a free E-Certificate and only need to pay £19 for your printed certificate.

What Certification am I going to receive?

If you pass the exam successfully then you will be awarded a Certificate in Customer Service (Level 2).

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 Curriculum Total Units : 38
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. Team Working 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
Mock Exam
Mock Exam: Customer Service
Final Exam
Exam: Customer Service
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