Level 3 Certificate in Customer Care

Course details

Level 3 Certificate in Customer Care

Each and every one of us serves customers, whether we realize it or not. Maybe you're on the frontlines of a company, serving the people who buy your products. Perhaps you're an accountant, serving the employees by producing their pay checks and keeping the company running. Or maybe you're a company owner, serving your staff and your customers. Certificate in Customer Care will look at all types of customers and how we can serve them better and improve ourselves in the process. Certificate in Customer Care and customer support can be done over a variety of methods, including text messages and web chats. Customers are always changing and so is the technology they use, so make sure you're keeping up with both! Call center employees who know how to handle the great variety of situations that present themselves with skill and professionalism will be an asset to the organization as well as being able to profit themselves in terms of salaries and performance bonuses. Certificate in Customer Care will allow the employee to enter their work area with confidence that they are equipped to answer questions and overcome objections and ultimately close the deal.

Course Outline

Level 3 Certificate in Certificate in Customer Care is 60 credits ;To achieve a Level 3 Certificate in Certificate in Customer Care learner must have to achieve 4 Modules with 60 Credits to get Certificate of Completion from ILC.

Modules Outline

Module 1: Customer Service

Module 2: Customer Support

Module 3: Communication Strategies

Module 4: Call Center Training

Learning Objectives
Key Learning Objectives of Certificate in Customer Care course is:

• State what customer service means in relation to all your customers, both internal and external
• Recognize how your attitude affects customer service
• Identify your customers' needs
• Use outstanding customer service to generate return business
• Build good will through in-person customer service
• Provide outstanding customer service over the phone
• Know the different venues for customer support
• Recognize challenges of customer support
• Learn different applications
• Know proper forms of documentation
• Understand what communication is
• Identify ways that communication can happen
• Identify barriers to communication and how to overcome them
• Develop their non-verbal and par verbal communication skills
• Use the STAR method to speak on the spot
• Define and understand call center strategies.
• Identify different types of buying motivations.
• Create SMART Goals.
• Familiarize myself with strategies that sharpen effective communication.
• Use proper phone etiquette.

Course / Training Format

After successful enrolment, learner will get access to ILC Moodle, where all the study material / Training Manual will be available. ILC Moodle can be accessed 24/7 anywhere, anytime.

Training Manual contains several modules, each having specific knowledge and case study at the end. All the courses material will be in the form of texts (images/illustrations), and there are no video or live lectures during the training course.

The Test (MCQ's) will be based on modules of Training Manual.

Assessment

After studying through the training manual, Learner will have to attempt Final Test (online multiple-choice test - 2 attempts), if necessary, may attempt the test third times at no extra cost. Your test will be assessed automatically and straightaway so that you will directly know whether you have been successful or not. The passing score is 80%. You can retake the Test in the case of not being successful at first attempt.

Before attempting your Final Test, you will have the opportunity to test your proficiency with a Mock Test (online multiple-choice test - Unlimited attempts).

All test(s) / Assessment(s) are online and are taken either through or after the course; these are included in the course price.

Duration

The minimum time period to complete this training is 4 Weeks. But it is self-paced course, and the duration of completion depends on the learner's pace and ability to give time to study.

Learners will have access to their Training via Moodle for up to 12 months from the date of enrolment. During this period, flexibility will be given to learners for completing the course at any time.

Certificate

Upon successfully passing the Final Assignment(s) / Final Test Learner needs to pay for Certificate of Completion from ILC either in PDF format or Hardcopy.

• Certificate of Completion (PDF format) = £35
• Certificate of Completion (Hardcopy) = £45 + postage charges £15