Customer Care Diploma

Course details

If you wish to implement an effective customer care programme in your organisation or simply want to develop skills for a rewarding career in customer care roles this diploma course is ideal for you. Providing efficient customer care is vital for every business. This Customer Care Diploma course teaches essential elements of customer service and explains how these can be implemented for the success of a business. The course also covers dealing with difficult situations, the importance/value of customer feedback and how to handle complaints in an effective and beneficial manner.
Key topics include; the process of listening to, questioning and confirming customers' needs, leadership styles, the fundamentals of creating customer-focused environments , the value of reward and recognition schemes , development of a customer service strategy , techniques for building long-term customer relations, techniques for turning an unprofitable customer into a profitable customer, employee satisfaction and its resulting impact on customer service.

Learning Outcomes

On successful completion of this course the learner will be able to;

• Discuss overview of key customer service elements
• Investigate the process of listening to, questioning and confirming customers' needs.
• Explore a variety of leadership styles, the fundamentals of creating customer-focused environments and the value of reward and recognition schemes
• Understand how to develop a customer service strategy
• Learn how to effectively introduce a new program to current employees.
• Explore a variety of effective training and development methods
• Improve your communication skills to strengthen relationships and interactions with customers and colleagues
• Develop the knowledge and principles that underpin outstanding customer care
• Explore techniques for building long-term customer relations
• Discuss how to turn an unprofitable customer into a profitable customer.
• Explore the true value and impact of listening to customers
• Discuss how to professionally handling complaints from a business perspective
• Explore the relationship between employee satisfaction and its resulting impact on customer service.
• Gain or develop key transferrable skills applicable in a range of industries and sectors.

Couse Syllabus:

Module 1 - Introduction to Customer Services
Module 2 - Understanding Your Customers
Module 3 - What is a Customer Focused Organisation?
Module 4 - Developing Customer Service Strategy
Module 5 -Implementing a Service Excellence Strategy
Module 6 - Training and Development for Customer Service
Module 7 - The Importance of Effective Communication
Module 8 - Building Long-Term Customer Relations
Module 9 - Dealing with Unprofitable Customers
Module 10 - Importance of Customer's Feedback
Module 11 - Complaints Handling
Module 12 -Empowerment & Ownership


This self-paced programme is available 24/7 providing you with the flexibility to train at the pace, location and time of your choosing. Accredited certificate from Ofqual's registered awarding body can be claimed on course completion. College registration, tutor support, course materials and additional supporting material are all included in the course fee. Updated on 20 April, 2021