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Diploma in Customer Service Basics Level

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Diploma in Customer Service Basics Level


Learn how to go beyond the basics of serving your customers. The Customer Service Basics course teaches learners the fundamentals of customer service that can be applied in a practical environment. Learn to adopt a positive attitude and improve in your communication skills when addressing customers. We often bring our own attitudes and baggage into our jobs. However, customer service requires that you leave all those behind. The customer is the sole focus of the conversation and your goal is to keep them happy and satisfied.  The Customer Service Basics is a must have skill for employees to build new communicative patterns and techniques.

The Customer Service Basics course is comprehensive and will cover a range of topics including how to create and implement a service standard, how to evaluate the service standard and make your conversations with customers engaging and memorable.

The Customer Service Basics course will help learners become confident in themselves as effective communicators who are able to provide outstanding customer service. The course is internationally recognised and accredited to a training organisation and you will be issued an internationally recognised qualification following full completion of Customer Service Basics course.

Why consider 1Training?

As improvements and advancements are made in technology, online courses are no longer just conventional means of studying at affordable costs. In many aspects online training offers superiority to traditional learning. There is an effectiveness and convenience that traditional learning cannot provide. The overall convenience and flexibility makes it a superior learning method.

1Training offers the most convenient path to gain an internationally recognised qualification that will give you the opportunity to put into practice your skill and expertise in an enterprise or corporate environment. You can study at your own pace at 1Training and you will be provided with all the necessary material, tutorials, qualified course instructor and multiple free resources which include Free CV writing pack, Nus Discounted Card, Free career support and course demo to make your learning experience enriching and more rewarding.

Learning Outcomes

  • Understanding the overall fundamentals of customer service.
  • Learn how to identify internal and external customers.
  • Learn how to interact with customers in a positive manner.
  • Be effective in your communication.
  • Learn how to create a memorable experience for your customers.

Course Titles

  • Module 01: Understanding Customer Service
  • Module 02: Focusing on the Customer
  • Module 03: Customer Service and the Telephone
  • Module 04: Handling Complaints
  • Module 05: Enduring Stress

Access Duration

The course will be directly delivered to you, and you have 12 months access to the online learning platform from the date you joined the course.  The course is self-paced and you can complete it in stages, revisiting the lectures at anytime.

Who is this Course aimed at?

  • The course is aimed at individuals employed in customer service positions
  • Learners who want to gain employment in customer service.
  • For anyone interested in improving their customer service skills.
  • If you want to learn the true art of customer service.

Entry 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)

Method of Assessment

At the end of the Customer Service Basics course you will be required to take a multiple choice question assessment test. The multiple choice question assessment will be automatically marked with learners receiving an instant grade.


Those who successfully complete the exam will be awarded the Diploma in Customer Service Basics Level.

Awarding Body

The certificate will be awarded by CPD and iAP. This internationally recognised qualification will make your CV standout and encourage employers to see your motivation at expanding your skills and knowledge in the IT enterprise.

Progression and Career Path

Once you successfully complete Customer Service Basics you will be qualified to work in the following positions. The Customer Service Basics qualification will also put you in line to demand a higher salary or job promotion. The average UK salary per annum according to is given below.

  • Customer Service Supervisor – £18,036 per annum
  • Customer Service Representative – £17,499 per annum
  • Sales Manager – £29,690 per annum
  • Receptionist – £15,961 per annum
  • Hotel Receptionist – £7.14 per hour
  • Personal Assistant – £25,003 per annum
  • Customer Service Officer £17,433 per annum
  • Customer Service Team Leader £22,445 per annum

Other Benefits

  • Written and designed by the industry’s finest expert instructors with over 15 years of experience
  • Repeat and rewind all your lectures and enjoy a personalised learning experience
  • Gain access to quality video tutorials
  • Unlimited 12 months access from anywhere, anytime
  • Excellent Tutor Support Service (Monday to Friday)
  • Save time and money on travel
  • Learn at your convenience and leisure
  • Quizzes, tests mock exams, practice exams to ensure you are 100% ready
  • Eligible for a NUS discount card

Key Features

Gain an accredited UK qualification

Access to excellent quality study materials

Learners will be eligiblefor an NUS Discount Card

Excellent tutor support Monday-Friday

One year’s access to the course

Support by phone, live chat, and email

Course Curriculum Total Units : 52
➤ Module 01 - Understanding Customer Service
Course Introduction
1.0 Topic A: Understanding Customer Service
1.1 What is Customer Service?
1.2 What is Customer Care?
1.3 Who is the Customer?
1.4 Wow! Service
1.5 Build Relationships
1.6 Barriers to Excellent Customer Service
1.7 Overcoming these Barriers
2.0 Topic B: Identifying Customer Expectations
2.1 Customers Want Someone Who…
2.2 Customers Don’t Want Someone Who…
2.3 Customer Support Stats
2.4 Five Service Quality Factors
3.0 Topic C: Providing Excellent Customer Service
3.1 Characteristics of an Exceptional Service Provider
3.2 Excellent Customer Service Mindset
3.3 Developing an Excellent Customer Service Strategy
3.4 Define the Current Situation
3.5 Define all Targets and Values
3.6 Implement Excellent Customer Service Strategy
3.7 Stay in Tune with Customers’ Changing Needs
3.8 Lesson 01 Review
➤ Module 02 - Focusing on the Customer
1.0 Focusing on the Customer
1.1 Guidelines for Making Positive Impressions
1.2 Identify and Meet Customer Needs
1.3 Questioning Techniques
1.4 Effective Listening Technique
1.5 Making a Positive Impression
1.6 Who Needs Follow-up?
1.7 Follow-up Methods
1.8 Lesson 02 Review
➤ Module 03 - Customer Service and the Telephone
1.0 Customer Service and the Telephone
1.1 Telephone Etiquette
1.2 Answer the Telephone
1.3 Greeting
1.4 Using Your Voice
1.5 Showing You Are Listening
1.6 Procedure for Transferring Calls
1.7 Taking Meaningful Messages
1.8 Lesson 03 Review
➤ Module 04 - Handling Complaints
1.0 Handling Complaints
1.1 Complaints
1.2 Why Customers Don’t Complain
1.3 View Complaints as Opportunities
1.4 Five Forbidden Phrases
1.5 Service Recovery
1.6 Guidelines for Dealing with Difficult Customers
1.7 Cope with Upset and Difficult Customers
1.8 Lesson 04 Review
➤ Module 05 - Enduring Stress
1.0 Enduring Stress
1.1 Stress
1.2 Sources of Stress
1.3 Managing Your Reaction to Stress
1.4 Identifying Your Beliefs
1.5 Challenging Irrational Thoughts
1.6 Using Questions to Challenge Thinking
1.7 Take Preventive Measures
1.8 Lesson 05 Review
1.9 Course Closure
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