BOLC Diploma in Customer Services has been designed to equip students with the knowledge, skills and confidence to succeed as customer service professionals for excellent and effective customer service delivery.
Course Details
Effective customer service delivery is crucial for all types of business whether they are private, public or non profit. But it cannot just happen by itself, it has to be planned and delivered with the participation of staff at all levels. The staff needs appropriate training in order to develop customer service skills.
The customer service skills learnt on this course can be effectively applied to a wide range of roles and industries and enable the course participants to manage customer services systems and processes which have a direct and indirect impact on customers.
Course Benefits
- Full Tutor Support
- Self paced, no fixed schedules
- Available to students anywhere in the world
Course Syllabus
This course consists of the following units:
Unit 1 - Introduction to Customer Services
Unit 2 - Understanding Your Customers
Unit 3 - What is a Customer Focused Organisation?
Unit 4 - Developing Customer Service Strategy
Unit 5 -Implementing a Service Excellence Strategy
Unit 6 - Training and Development for Customer Service
Unit 7 - Importance of Effective Communication
Unit 8 - Building Long-Term Customer Relations
Unit 9 - Dealing with Unprofitable Customers
Unit 10 - Importance of Customer’s Feedback
Unit 11 - Complaints Handling
Unit 12 -Empowerment & Ownership
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