Level 3 Diploma for Customer Service Specialist (RQF) TQUK
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80 topics in 8 modules
☑️ Understanding Customer Service Environment 10 topics
- Identifying customer needs
- Understanding customer encounters
- Recognising business values and policies
- Implementing impression management
- Customer feedback systems
- Analysing aspects of positive interactions
- Familiarising with business and competitive environment
- Achieving and maintaining customer service standards
- Legal and regulatory requirements
- Understanding business brand and reputation
☑️ Principles of Business 10 topics
- Key business principles
- Values and mission of businesses
- Business hierarchies and structure
- Business ethics and corporate social responsibility
- Understanding business stakeholder relationships
- Role of customer service within business
- Role of IT in business
- Business risk and opportunity management
- Business continuity planning
- Market segment analysis
☑️ Managing Personal and Professional Development 10 topics
- Time management techniques
- Handling work related stress
- Identifying personal strength and weaknesses
- Evaluating learning styles
- Setting personal and professional goals
- Skills development
- Career progression opportunities
- Feedback and reflection in self-development
- Understanding workplace culture and etiquette
- Professional networking
☑️ Resolving Customer Service Problems 10 topics
- Defining customer service problems
- Tools and techniques for problem solving
- Conflict resolution in customer service
- Dealing with difficult customers
- Documenting customer service issues
- Establishing problem solving teams
- Developing a procedure for complaints handling
- Communicating result to customer
- Monitoring and improving problem solution
- Building customer relationship post-resolution
☑️ Understanding Customers and Customer Retention 10 topics
- Identifying types of customers
- Customer expectations and satisfaction levels
- Methods to achieve customer retention
- Importance of customer loyalty
- Customer Relationship Management (CRM)
- Dealing with customer feedback effectively
- Techniques for measuring customer satisfaction
- Loyalty schemes and reward programmes
- Understanding customer lifecycle
- Data Protection and customer privacy issues
☑️ Principles of Team Leading 10 topics
- Characteristics of effective teams and leaders
- Leadership styles and their impact
- Delegating effectively
- Motivating and coaching team members
- Handling dissent and conflict in team
- Building and maintaining effective team relationships
- Setting team goals and taking decisions
- Implementing equality, diversity and inclusion in workplace
- Performance management and team productivity
- Crisis management and team resilience
☑️ Sales Techniques and Negotiation Skills 10 topics
- Understanding the sales process
- Effective customer communication and persuasion techniques
- Building trustworthy client relationships
- Improving sales through up-selling and cross-selling
- Negotiating with customers effectively
- Understanding buyer behaviour and influences
- Developing a unique selling proposition (USP)
- Managing sales objections and rejections
- Sales closing methods and payment negotiations
- Post-sales follow up and customer retention
☑️ Delivering Customer Service on Social Media 10 topics
- Understanding social media platforms
- Using social media for customer engagement
- Monitoring and responding on social platforms
- Developing social media customer service strategy
- Dealing with negativity and criticism online
- Building brand personality on social media
- Social media etiquettes and principles
- Measuring social media customer service success
- Social media influencers and online reputation management
- Legal considerations for social media usage
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