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Award in Customer Service (endorsed) Level 3

Online course title, endorsement, level

Customer Service (endorsed) Level 3

Guided Learning Hours (GLH)

20 hours

Average study time

7 hours 37 minutes
(this time does not in anyway suggest that you personally will complete the course in this time. Some individuals study faster then others so the study time differs from individual to individual.)

How to book this online course

if you are an individual candidate


OR contact us if you are an organisation and would like to open an account with us.

Fee per Course per Candidate

£100.00 + VAT (individual candidates may purchase this course in two instalments. Please contact us for information).
Inclusive: all modules, online training, unlimited trial assessments, 1 (one) final assessment for each module, certification from the external Awarding Organisation Training Qualifications UK, online and phone student support.

Course Modules

  1. The Customer Relationship
  2. Effective Customer Service
  3. Dealing With Difficult Situations
  4. Measuring Customer Satisfaction

Training and Assessment method

e-Learning, Online (exclusively over the Internet).
Multiple choice questions (instant results).

Evidence of achievement

At the end of this course successful learners will be awarded a certificate of achievement by Training Qualifications UK.

This endorsed BYTSYZ online course is suitable for

Anyone who wants to develop and gain recognition for their customer service skills but do not have the time or resources to attend face-to-face training sessions. This course takes a 'bite-sized' approach to gaining customer service skills and competence by focusing on the key issues, including:

  • Understanding customers
  • Managing customer expectations
  • Dealing with complaints
  • Ensuring satisfaction

This online course is designed specifically for anyone who is:

  • Interacting with customers on a regular basis as part of their work
  • Looking to progress their career in customer service
  • New to customer service and wishes to develop the skill-set and knowledge to carry out the role effectively
  • Currently practising in customer service, but wishes to further develop and enhance their skills
  • Experienced in customer service, and is looking for continuous professional development that will support their role

The course will appeal to individuals from any occupational background, who have responsibility for delivering exceptional levels of customer service, including people with responsibility for:

  • Day to day customer liaison
  • Dedicated customer service
  • Complaints handling
  • Dealing with customers from a call centre
  • Sales
  • Leading and managing others
  • Supervising teams
  • Interacting with customers on any level
  • Aspiring to work in customer services

Course Description

This online course, that is endorsed by Training Qualifications UK, is designed specifically for all staff seeking to improve their delivery and management of customer service. The course contains a useful mix of theory and practical explanation of concepts that can improve and enhance the customer experience. The course will be of great benefit to anyone whose primary role is, or will be, to deliver exceptional customer service. It explores the wide variety of skills required to effectively manage the customer relationship, whilst providing a comprehensive knowledge-base of the roles, functions and responsibilities for effective customer management.

The course is designed to build and broaden the skills and knowledge of customer service including practical techniques in managing the customer relationship, dealing with difficult customers, managing customer complaints, providing excellent customer service. This course can contribute towards the learning required for NVQ Customer Service level 3 and will equip individuals to support and manage others in delivering effective customer service. Specifically the course will explore:

  • The main characteristics of customers
  • The connection between customer expectations and satisfaction
  • The aspects of customer service that exceed or fall short of expectations
  • The approaches, attitudes and behaviours that can enhance the customer experience
  • The use of effective communication techniques to enhance the customer experience
  • The reasons why customers may not be satisfied and the impact this can have on the organisation
  • The ways in which poor service and complaints can be effectively handled
  • The importance of and measures for customer satisfaction
  • How customer service can be improved as a result of measuring satisfaction

The course provides a detailed analysis of team leadership by focusing on:

  • The customer relationship
  • Effective customer service
  • Dealing with difficult customers
  • Measuring customer satisfaction

To further embed this new and often complex learning BYTSYZ has included a number of related exercises to encourage:

  • Liaison with managers and senior carers to engage with issues at the local level
  • The contextualisation of learning
  • Consolidation of learning

Course Objectives

  1. Outline the main characteristics of customers, identifying the differences between internal and external customers
  2. Describe the connection between customer expectations and customer satisfaction in order to define customer service
  3. Identify aspects of customer service that may exceed or fall short expectations
  4. Identify approaches, attitudes and behaviours that can enhance the customer experience
  5. Use effective communication techniques to enhance the customer experience
  6. Explain the reasons why customers may not be satisfied and the impact this can have on the organisation
  7. Describe ways in which poor service and complaints can be effectively handled
  8. Explain the importance of and measures for customer satisfaction
  9. Describe how customer service can be improved as a result of measuring satisfaction

Customer reviews about online course Award in Customer Service (endorsed) Level 3 ...

ARTHUR from Birkenhead (09-04-2013)
Good informative Customer Service (accredited) Level 3 online course easy to use website will recommend to others.

Many Thanks.

SIMON from Bexleyheath (09-12-2012)
Fantastic and professional service.
This Customer Service (accredited) Level 3 online course is the second course I have taken with Bytsyz and cannot fault them.
I run a training school and always recommend them to students as an addition to my training packages.
Thank you again.

KEVIN from Northampton (28-10-2012)
I have completed the Customer Service (accredited) Level 3 online course. Excellent course material. Helped me to pass the course. Thanks.

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