Name: Level 3 Diploma in Customer Service
Price: 20 GBP

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Curriculum

The Level 3 Diploma in Customer Service course is designed to provide learners with an in-depth understanding of the keys to providing successful customer service. It is ideal for those who work in a retail or sales environment, who are looking to develop their communication skills, introducing fundamental strategies that can be applied to a wide range of roles.

This practical training course includes case studies and practical exercises that will help you to deliver excellent customer service in-person, over the phone and online. It covers body language techniques, telephone etiquette how to identify your customers’ needs, and much more.

Not only that, but you will learn how to manage stress effectively when dealing with difficult customers, with tips on how to recover customers and deal with complaints and challenging scenarios. By the end of the course, you will have an in-depth understanding of the key factors that contribute toward excellent customer support, with the expertise and knowledge to deal with any customer-facing situation successfully.

Sneak Peek

Who should take the course

This Level 3 Diploma in Customer Service training course is ideal for anyone looking to fast track a career in a customer-serving role, such as:

Customer Service Representative
Sales Assistant
Sales Advisor
Retail Sales Associate
Telesales Executive

Learning Outcomes

By the end of the course, learners will be able to:

Understand the different types of customers and the skills required to deliver excellent customer service
Use positive body language to provide support to customers and clients
Identify clients’ and customers’ needs, going the extra mile to ensure their satisfaction
Deal with and address complaints and difficult customers professionally
Use proper telephone etiquette and understand the drawbacks of over the phone customer service
Provide electronic customer service and follow proper netiquette
Recover difficult customers and manage their own stress/emotions professionally
Influence customers to make a purchase and advise them on their shopping choices

Accreditation

All of our courses are fully accredited. The content of the Level 3 Diploma in Customer Service course is certified by the CPD Certification Service as conforming to the continuous professional development principles. This course provides you with up-to-date skills and knowledge and helps you to become more competent and effective in your chosen field.

Certification

Once you’ve successfully completed your course, you will immediately be sent a digital certificate. Also, you can have your printed certificate delivered by post (shipping cost £3.99). Our certifications have no expiry dates, although we do recommend that you renew them every 12 months.

Course Curriculum

Module One: Who We Are and What We Do

Module Two: Establishing Your Attitude

Module Three: Identifying and Addressing Customer Needs

Module Four: Generating Return Business

Module Five: In-Person Customer Service

Module Six: Giving Customer Service over the Phone

Module Seven: Providing Electronic Customer Service

Module Eight: Recovering Difficult Customers

Module Nine: Understanding When to Escalate

Module Ten: Communication Skills

Module Eleven: To Do Lists

Module Twelve: Organizing Your Inbox

Module Thirteen: Negotiation Techniques

Course Curriculum

Module One: Who We Are and What We Do
	Module One: Who We Are and What We Do	00:17:00
Module Two: Establishing Your Attitude
	Module Two: Establishing Your Attitude	00:16:00
Module Three: Identifying and Addressing Customer Needs
	Module Three: Identifying and Addressing Customer Needs	00:17:00
Module Four: Generating Return Business
	Module Four: Generating Return Business	00:17:00
Module Five: In-Person Customer Service
	Module Five: In-Person Customer Service	00:10:00
Module Six: Giving Customer Service over the Phone
	Module Six: Giving Customer Service over the Phone	00:11:00
Module Seven: Providing Electronic Customer Service
	Module Seven: Providing Electronic Customer Service	00:14:00
Module Eight: Recovering Difficult Customers
	Module Eight: Recovering Difficult Customers	00:17:00
Module Nine: Understanding When to Escalate
	Module Nine: Understanding When to Escalate	00:14:00
Module Ten: Communication Skills
	Module Ten: Communication Skills	00:26:00
Module Eleven: To Do Lists
	Module Eleven: To Do Lists	00:07:00
Module Twelve: Organizing Your Inbox
	Module Twelve: Organizing Your Inbox	00:07:00
Module Thirteen: Negotiation Techniques
	Module Thirteen: Negotiation Techniques	00:17:00