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Certificate in Customer Service Skills - Level 3

4.7( 3 REVIEWS )
1516 STUDENTS
Do you need to develop great customer service skills? We’ve got everything covered in this comprehensive Certificate in Customer Service …

Do you need to develop great customer service skills?

We’ve got everything covered in this comprehensive Certificate in Customer Service Skills – Level 3. Prove to employers that you can provide excellent customer service skills and get the rewards you deserve. With a  qualification on your CV, you’ll have a huge advantage and will have many more job opportunities.

The modules on this course have been designed by professionals and begin by covering customer service as a whole. Learners will also study telephone etiquette, how to work in a team effectively, how to supervise a team, social intelligence, negotiation skills, time management and how to manage stress at work. Gaining this certificate will fully prepare you for work in a customer service environment and will allow you to progress to supervisor level once you have some work experience.

This course has been endorsed by the Quality Licence Scheme for its high-quality, non-regulated provision and training programmes. This course is not regulated by Ofqual and is not an accredited qualification. We 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 will I learn?
  • Who is for?
  • Course Description:
  • Method of Assessment:
  • Certification:
  • Entry Requirement
  • Career Path:

This Certificate in Customer Service Skills - Level 3 will develop knowledge and skills in key areas such as:

  • Delivering customer service
  • Customer retention
  • Resolving customer problems
  • Business principles
  • Managing your own performance
  • Professional development

Learning with Study 365 has many advantages. The course material is delivered straight to you and can be adapted to fit in with your lifestyle. It is created by experts within the industry, meaning you are receiving accurate information, which is up-to-date and easy to understand.

This course is comprised of professionally narrated e-Learning modules, interactive quizzes, tests, and exams. All delivered through a system that you will have access to 24 hours a day, 7 days a week for 365 days (12 months). An effective support service and study materials will give you the confidence to secure your qualification.

  • This qualification is aimed at those already working in a wide variety of customer service settings such as hotels, banks, contact centres, restaurants and retail outlets.
  • The qualification is a competence based qualification and is suitable for a wide range of candidates in employment who wish to enhance their career prospects.

This Certificate in Customer Service Skills - Level 3 is comprehensive and is designed to cover key areas listed under the curriculum. This course has been designed for 75 guided learning hours.

At the end of the course, learners will take an online multiple choice question assessment test. The online test is marked straight away, so you will know immediately if you have passed the course.

Successful candidates will be awarded a Certificate in Customer Service Skills - Level 3. These are printed on high grade paper embossed with official Study365 or Quality Licence Scheme. It is delivered right to your place in a hard back envelope to keep it in pristine condition.

Option 1 -Quality Licence Scheme

At the Completion of this course successful learners will receive a Certificate of Achievement from Quality Licence Scheme and a Learner Unit Summary (which lists the components the learner has completed as part of the course) for only £49.

Option 2 -CPD Certificate

Successful learners will receive an Endorsed CPD Accredited Certificate for only £29.

  • Learners must be age 16 or over and should have a basic understanding of the English Language, numeracy, literacy, and ICT.

Customer service impacts on all occupational sectors and this qualification could lead to a wide range of jobs in customer service, including:

  • Contract Centre Supervisor
  • Customer Service Team Leader
  • Customer Relations Advisor
  • Hotel Manager
  • Sales Manager

Course Curriculum

1. Customer Service Principles
The Value of Customer Good Service 00:19:00
Enhancing Customer Relationship 00:20:00
Dealing with Customer Expectation 00:25:00
Problem Solving 00:32:00
Success of Customer Service 00:17:00
Exercise Files- Customer Service Principles
2. Customer Service Essentials
Customer Service Essentials
3. Setting Customer Service Goals & Objectives
Setting Customer Service Goals & Objectives 00:12:00
4. Communication Skills for Customer Service
Communication Skills for Customer Service 00:23:00
5. Customer Service Techniques
Customer Awareness 00:17:00
Improving Your Customer Service Leadership 00:35:00
Building Teamwork for Customer Service 00:11:00
Exercise Files- Customer Service Techniques
6. How to Manage Customer Service Team
Managing Customer Service Quality 00:37:00
Improving Service Delivery 00:38:00
What is Good Customer Service 00:17:00
Exercise Files- How to Manage Customer Service Team
7. Improving Your Customer Service Leadership
Improving Your Customer Service Leadership 00:35:00
8. Leading Customer Service Team
Leading Customer Service Team 00:51:00
9. Team Working and Team Building
Team Working and Team Building
10. Handling Customer Complains
Handling Customer Complains 00:07:00
11. How to Work with Unhappy Customers
Dealing with Angry Customers 00:26:00
Learning from Angry Customers 00:26:00
Exercise Files- How to Work with Unhappy Customers
12. How to Gain Back Lost Customers
How to Gain Back Lost Customers 00:40:00
13. Telephone Techniques
Telephone Techniques 00:17:00
14. Telephone Etiquette
Telephone Etiquette
15. Telephone Customer Service
Telephone Customer Service 00:16:00
16. Power of Telephone Courtesy
Power of Telephone Courtesy 00:19:00
17. Internal Customer Service
Internal Customer Service 00:35:00
18. Customer Service at Call Centres
The CSR – A Powerful Choice 00:07:00
Getting the Professional Edge 00:17:00
All Important Customers 00:11:00
Building Your Skills 00:24:00
Building Your Skills with Technology 00:08:00
Managing your Attitude 00:06:00
19. Social Intelligence
Social Intelligence
20. Negotiation Skills
Negotiation Skills
21. Time Management
Time Management
22. Work Life Balance
Work Life Balance
23. Stress Management at Workplace
Stress Management at Workplace
24. Safety in the Work Place
Safety in the Work Place
Mock Exam
Mock Exam: Certificate in Customer Service Skills – Level 3 00:30:00
Final Exam
Exam: Certificate in Customer Service Skills – Level 3 00:30:00

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