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Course Overview

Customers are at the epicentre of your business. Every single step you take counts towards getting new customers or retaining the existing ones. No matter which position you are in, you’re serving someone. 

Imagine yourself as an accountant in a medium-scale production house. You are continuously striving to keep your colleagues happy with a proper payroll management process. Or, you’re running a kiosk during a busy football match and serving the customers with a smile.

Key Topics to Be Covered

  • Definition of customers and customer service
  • Staying energised and positive
  • Turning difficult customers around
  • Using body language to your advantage
  • Understanding netiquette
  • Managing your own emotions
  • Dealing with legal and physical threats
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Learning Outcomes

  • Getting to know your customers and the key concepts of customer service
  • Recognising your attitude towards customer service
  • Identifying your customer’s needs
  • Building a good repertoire with customers through in-person service
  • Winning the heart of your customer over the phone
  • Using online tools to communicate with customers effectively

Course Preview

Your Path to Success

On successful completion of the course, you will be ready to start your journey to change complaints into compliments. Starting with a customer service agent, you can become a manager with your growing experience and skills. What else? You are making people smile and talking heart-to-heart.

Skills You Will Gain

  • Working on your appearance for a magical first impression
  • Making a connection with a smiling face
  • Addressing complaints
  • Gaining insight into netiquette and telephone etiquette
  • Getting a grip on your emotions
  • Dealing with legal and physical threats

Is this Advanced Diploma in Customer Service Course right for you?

A career in customer service comes with a lot of opportunities. You’ll gain in-depth knowledge of successful communication skills. This advanced diploma will equip you with the required knowledge to improve your customers’ shopping experience. Your willingness to help others will be your career. Isn’t it fun?

Assessment Process

Once you have completed the modules in the course, your skills and knowledge will be tested with an automated multiple-choice assessment, after which you will receive instant results.

Showcase Your Accomplishment of New Skills: Get a Certification of Completion

To receive the CPD and IAO approved certificate, learners must successfully complete the course assessment. For only £10, you may obtain digital certificates. Learners in the UK can buy printed hard copies for £29, while overseas students can buy printed hard copies for £39.

Course Curriculum

Module One: Who We Are and What We Do
Who We Are and What We Do 00:17:00
Module Two: Establishing Your Attitude
Establishing Your Attitude 00:16:00
Module Three: Identifying and Addressing Customer Needs
Identifying and Addressing Customer Needs 00:17:00
Module Four: Generating Return Business
Generating Return Business 00:17:00
Module Five: In-Person Customer Service
In-Person Customer Service 00:10:00
Module Six: Giving Customer Service over the Phone
Giving Customer Service over the Phone 00:11:00
Module Seven: Providing Electronic Customer Service
Providing Electronic Customer Service 00:14:00
Module Eight: Recovering Difficult Customers
Recovering Difficult Customers 00:17:00
Module Nine: Understanding When to Escalate
Understanding When to Escalate 00:14:00


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