Customer Service Certification Online

Strong and consistent customer service provision represents one of the most critically important elements of successful business operations. Regardless of the size, type or purpose of any given business, the provision of outstanding customer care can and will influence whether or not the brand as a whole remains viable and competitive. Just as an outstanding customer care team can propel a brand to the very top of its respective sector, poor customer service standards can fatally damage the reputation and stature of even the largest and most powerful global businesses. 

In this introductory Customer Service Certification Online, candidates are introduced to the subject of contemporary customer care from a professional perspective. By dissecting and analysing each of the most critical elements that make up the total customer care package, candidates are able to better-understand what it is that not only attracts customers, but keeps them coming back time and time again. Ultimately, candidates are instilled with a deeper knowledge of customer expectations, the importance of empathy in the provision of customer service, identification and setting of goals, maintenance of strong customer relations at all times, effective problem solving techniques and how to deal with difficult customers.

Customer Service Course Online: Key Topics 

Customer Service Certification Online, consists of the following four units:

Unit 1 – What is Customer Service

In the first course unit, candidates are provided with a broad introduction to the concept of customer service from a contemporary perspective, investigating each of the most critical elements of the total customer service package.  Course content also covers setting goals, meeting expectations and generally identifying the needs of a target audience.

Unit 2 – Telephone Techniques

The second course unit focuses more specifically on telephone communications in customer service provision, incorporating an exploration of everyday request handling, the basics of professional telephone communication and the importance of empathy.  Candidates are also provided with an insightful introduction to the basics of body language and the role it plays in customer service provision.

Unit 3 – Dealing with Difficult Customers

How to effectively and efficiently deal with more challenging customers and scenarios forms the core focus of Unit 3.  Key concepts introduced include the assertiveness model and its practical use, a variety of methods for reducing conflict likelihood, the ‘Three Fs’, the six steps involved in professional problems solving and generally how to turn difficult situations around for the benefit of the business.

Unit 4 – Solving Customers' Problems

In the fourth and final course unit, candidates explore the recovery process with regard to solving the problems of their customers/target audience.  A series of critical elements of the professional customer service package are investigated, along with essential reinforcement techniques and contemporary customer service tools/resources. 

Paying in Instalments: £360 (Interest FREE Instalments)

Deposit: £80

No of Instalments: 10

Each Instalment: £28

Pay in Full: (£60 Discount) £360

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.

Upon completion of this entry-level course, you will find your customer service skills and career prospects improved significantly. Whether already working in customer service or pursuing a new career path, you’ll have the option of applying for countless customer care roles in almost any setting. Introductory salaries usually range from £17,000 to around £25,000. 

• Newcomers to customer service
• Existing customer service workers interested in higher-level positons
• Candidates planning to continue studying at an advanced level
• Anyone interested in improving their customer service skills

Related Links:

Diploma in Customer Services (Level 4)

Call Centre Certificate (Level 3)

Certificate in Customer Services (Level 1)