Managing and Improving Customer Service Process Certification

Managing and Improving Customer Service Process

Customer Care is integral to the success of any business. The quality of the relationship and reputation your business has among your customers can determine the success or failure of your enterprise. This course will help you understand how to effectively interact with your customers to ensure they receive the highest levels of care and service, which will positively enhance your prestige and your profits.

Many organizations believe they are providing excellent customer service, but shocking statistics about consumer's actual satisfaction levels with their customer experience tell a very different story. Providing the time, effort and investment necessary to drive excellent customer care will create a corresponding improvement in your company's public perception, an increase in brand awareness and keep your finger firmly on the pulse of what you need to know.

The content of this course is designed for individuals and companies that want to connect with their customers in a mutually beneficial way, to improve the service delivery while measuring and enhancing customer loyalty. The correct application of the knowledge and tools delivered in this course has the potential to increase revenue and market share to help ensure long term business success.

Understanding how to continuously improve your services and products and see things from a customer-centric perspective is priceless when it comes to business longevity and profitability.

This course is based on up-to-date scientific research and studies that have probed into the core of customer care in the modern business world. All of the information has been synthesized into an easy to learn format that can be digested at a pace most suitable to the reader.

The course includes not only proven methods to increase the efficiency and effectiveness of your customer care, but also delves into where most companies go wrong in their approaches to help you avoid expensive mistakes. You will be presented with immediately actionable information that will boost your business and demonstrate you care about your customers.

This course is comprised of practical tools and information, real life examples and exercises, tests and worksheets to evaluate your understanding of the knowledge you learn. The course is broken down into 5 modules, with information presented in a logical and easy to follow manner.

What you will learn

In this course, you will learn:

  • The benefits and value of good customer service
  • How to use customer feedback to improve your service
  • How to tangibly measure customer loyalty
  • How to assess and improve your current customer service processes
  • How the quality of your customer care influences the customer's experience and impression
  • Effective strategies for handling customer service problems
  • How to continually develop your customer services
  • The role that feedback and monitoring plays in establishing a customer care framework
  • What service level agreements are and how to develop them

The practical knowledge you will gain from this course can be applied to any business. Completing this course will allow you to assess and dramatically improve your customer care strategies, increasing the positive public perception, profitability and prosperity of your company.

This course includes

24/7 Student Support

End of course certification

Lifetime access to your course

Compatible with modern devices

PLUS - Access to the exclusive New Skills Academy Study Group!
  • Understand the key factors that drive customer service and positive experiences
  • Learn how to utilise bad customer service strategically to drive business improvements
  • Discover how to effectively collect customer information and identify expectations
  • Find out how to tangibly measure customer loyalty and increase customer retention
  • Gain an accurate understanding of current customer service processes at all levels of your organisation
  • Identify which processes are benefiting the customers and the company and which are hindering success
  • Understand how customer service influences the customer’s impression of your company and its reputation
  • Identify where your company and its employees are not meeting the needs of customers and are not demonstrating the essential factors that constitute excellent customer service
  • Learn about customer service processes: their relevance and steps for implementation
  • Understand how to use metrics to develop a progressive customer care model
  • Explore the internal aspects needed to drive continuous development
  • Comprehend the significance of the customers’ values and perceptions
  • Understand the key aspects and significance of customer relationship management
  • Learn how to identify and overcome barriers to exemplary customer service
  • Uncover how to leverage technology, processes and people to improve customer relationships and satisfaction
  • Appreciate the role that feedback and monitoring plays in establishing a good customer care framework
  • Understand the importance of self-directed learning and how to choose direction
  • Comprehend the qualities, traits and skills which are needed for your role
  • Learn how to write achievable objectives which empower and motivate you
  • Find out how to stay on track with complex and long term goals
ID: YDFT67YHJ
certificate

of achievement

This certificate is presented to

Your Name

NSA

For completing the

Managing and Improving Customer Service Process Certification

on 21st November 2025

Selena Hurford

Selena Hurford

Course Tutor

cpd

Daniel Morgan

Daniel Morgan

Head of Academy

Certificate Example

Anyone who has an interest in learning more about this subject matter is encouraged to take the course. There are no entry requirements to take the course.

The course is broken down into 5 individual modules. Each module takes between 20 and 90 minutes on average to study. Although you are free to spend as much or as little time as you feel necessary on each module, simply log in and out of the course at your convenience.

You can study the course any time you like. Simply log in and out of the web based course as often as you require. The course is compatible with all computers, tablet devices and smart phones so you can even study while on the move!

Once you have completed all 5 modules there is a multiple choice test. The questions will be on a range of topics found within the 5 modules. The test, like the course, is online and can be taken a time and location of your choosing.

The pass mark for the test is 70%.

If you don’t pass the test first time you will get further opportunities to take the test again after extra study. There are no limits to the number of times you can take the test. All test retakes are included within the price of the course.

You can either use your Visa, MasterCard, American Express, Solo cards or PayPal account to pay for the online course. Our site uses the latest SSL encryption to ensure your safety. All payments are handled securely by PayPal.

You can begin the course immediately after your payment has been received. You will create your login details during the checkout process. We will also send you an email confirming your login details.

We estimate that the course will take about 8 hours to complete in total, plus an additional 30 minutes for the end of course test.

Once you have been awarded your certificate it is valid for life. The certificate does not expire or need renewing.

I have really enjoyed doing this course because I could do it in my own time and there is loads of information and downloads to help.

Sharon Hart

I have really enjoyed doing the receptionist course online and I recommend anyone that wants to improve in whatever qualifications they wish to progress in to do it on New Skills Academy. It is very helpful and I have learnt a lot - My family members couldn’t believe how much I have progressed and they have actually said that they will probably do the courses online themselves. I will definitely finish the courses that I still have on here, and maybe do more courses in the future as I have learned a lot and I am willing to learn more as the resources you have on here are brilliant.

Kaoutar Benabdejlil

This online course gave me the opportunity to plan my study time around the rest of my day, instead of the other way around. I was able to study and work when I was at my peak energy, whether that’s early morning or late at night.

The course material was always accessible online, so there was no need to schedule special trips to a library either. It makes a good option for everyone who needs to keep the balance between their work and family commitments.

Simple and understandable language. I really recommend to anyone who would like to improve qualifications.

Urszula Jakobczak

A great programme, and allowed me to interact in my own time, reflect on my learning and get to practice. I like the fact that there is an exam to verify and check learning. The platform is easy to navigate around and is engaging both left hemisphere and right hemisphere of the brain.

The parts about motivation and retention rates is interesting and will be helpful in my own personal career. It’s good to see that learning and development, including different training methods are included. The programme is great springboard for people wanting to go into human resources as a career option.

Marie Tolman

Thoroughly enjoying this course. It's great that I can study at my own pace with no time restrictions so I can do a little or a lot each time depending on what time I have available.

So much useful information I will be able to apply not only to landscaping specifically but also to business in general & day to day gardening both personally & professionally.

The chapters are easy to follow, the estimated time helps schedule your time appropriately & the questions at the end of each chapter make sure you have understood correctly.

Highly recommended!

Lauren Spice

I did not realise how in depth make up actually was until I actually began the course.

I found the course material very beneficial and it gave me an understanding of how to use all aspects of make up.The videos are extremely helpful and the tutor on them is very precise and clear.

I am exceedingly happy I took this course and it has put me in place for the perfect start. Highly recommend thank you skill academy for giving me the opportunity to better my self at my own pace. The hints and tips are ideal to make notes of xx

Sophie Watson

Duration:
8 hours

Access:
Lifetime Access

Approved by:
CPD

Learning Type:


Text based modules  Images  Video learning 

Cost:
$110.00

Managing and Improving Customer Service Process

Customer Care is integral to the success of any business. The quality of the relationship and reputation your business has among your customers can determine the success or failure of your enterprise. This course will help you understand how to effectively interact with your customers to ensure they receive the highest levels of care and service, which will positively enhance your prestige and your profits.

Many organizations believe they are providing excellent customer service, but shocking statistics about consumer's actual satisfaction levels with their customer experience tell a very different story. Providing the time, effort and investment necessary to drive excellent customer care will create a corresponding improvement in your company's public perception, an increase in brand awareness and keep your finger firmly on the pulse of what you need to know.

The content of this course is designed for individuals and companies that want to connect with their customers in a mutually beneficial way, to improve the service delivery while measuring and enhancing customer loyalty. The correct application of the knowledge and tools delivered in this course has the potential to increase revenue and market share to help ensure long term business success.

Understanding how to continuously improve your services and products and see things from a customer-centric perspective is priceless when it comes to business longevity and profitability.

This course is based on up-to-date scientific research and studies that have probed into the core of customer care in the modern business world. All of the information has been synthesized into an easy to learn format that can be digested at a pace most suitable to the reader.

The course includes not only proven methods to increase the efficiency and effectiveness of your customer care, but also delves into where most companies go wrong in their approaches to help you avoid expensive mistakes. You will be presented with immediately actionable information that will boost your business and demonstrate you care about your customers.

This course is comprised of practical tools and information, real life examples and exercises, tests and worksheets to evaluate your understanding of the knowledge you learn. The course is broken down into 5 modules, with information presented in a logical and easy to follow manner.

What you will learn

In this course, you will learn:

  • The benefits and value of good customer service
  • How to use customer feedback to improve your service
  • How to tangibly measure customer loyalty
  • How to assess and improve your current customer service processes
  • How the quality of your customer care influences the customer's experience and impression
  • Effective strategies for handling customer service problems
  • How to continually develop your customer services
  • The role that feedback and monitoring plays in establishing a customer care framework
  • What service level agreements are and how to develop them

The practical knowledge you will gain from this course can be applied to any business. Completing this course will allow you to assess and dramatically improve your customer care strategies, increasing the positive public perception, profitability and prosperity of your company.

This course includes

24/7 Student Support

End of course certification

Lifetime access to your course

Compatible with modern devices

PLUS - Access to the exclusive New Skills Academy Study Group!
  • Understand the key factors that drive customer service and positive experiences
  • Learn how to utilise bad customer service strategically to drive business improvements
  • Discover how to effectively collect customer information and identify expectations
  • Find out how to tangibly measure customer loyalty and increase customer retention
  • Gain an accurate understanding of current customer service processes at all levels of your organisation
  • Identify which processes are benefiting the customers and the company and which are hindering success
  • Understand how customer service influences the customer’s impression of your company and its reputation
  • Identify where your company and its employees are not meeting the needs of customers and are not demonstrating the essential factors that constitute excellent customer service
  • Learn about customer service processes: their relevance and steps for implementation
  • Understand how to use metrics to develop a progressive customer care model
  • Explore the internal aspects needed to drive continuous development
  • Comprehend the significance of the customers’ values and perceptions
  • Understand the key aspects and significance of customer relationship management
  • Learn how to identify and overcome barriers to exemplary customer service
  • Uncover how to leverage technology, processes and people to improve customer relationships and satisfaction
  • Appreciate the role that feedback and monitoring plays in establishing a good customer care framework
  • Understand the importance of self-directed learning and how to choose direction
  • Comprehend the qualities, traits and skills which are needed for your role
  • Learn how to write achievable objectives which empower and motivate you
  • Find out how to stay on track with complex and long term goals
ID: YDFT67YHJ
certificate

of achievement

This certificate is presented to

Your Name

NSA

For completing the

Managing and Improving Customer Service Process Certification

on 21st November 2025

Selena Hurford

Selena Hurford

Course Tutor

cpd

Daniel Morgan

Daniel Morgan

Head of Academy

Certificate Example

Anyone who has an interest in learning more about this subject matter is encouraged to take the course. There are no entry requirements to take the course.

The course is broken down into 5 individual modules. Each module takes between 20 and 90 minutes on average to study. Although you are free to spend as much or as little time as you feel necessary on each module, simply log in and out of the course at your convenience.

You can study the course any time you like. Simply log in and out of the web based course as often as you require. The course is compatible with all computers, tablet devices and smart phones so you can even study while on the move!

Once you have completed all 5 modules there is a multiple choice test. The questions will be on a range of topics found within the 5 modules. The test, like the course, is online and can be taken a time and location of your choosing.

The pass mark for the test is 70%.

If you don’t pass the test first time you will get further opportunities to take the test again after extra study. There are no limits to the number of times you can take the test. All test retakes are included within the price of the course.

You can either use your Visa, MasterCard, American Express, Solo cards or PayPal account to pay for the online course. Our site uses the latest SSL encryption to ensure your safety. All payments are handled securely by PayPal.

You can begin the course immediately after your payment has been received. You will create your login details during the checkout process. We will also send you an email confirming your login details.

We estimate that the course will take about 8 hours to complete in total, plus an additional 30 minutes for the end of course test.

Once you have been awarded your certificate it is valid for life. The certificate does not expire or need renewing.

I have really enjoyed doing this course because I could do it in my own time and there is loads of information and downloads to help.

Sharon Hart

I have really enjoyed doing the receptionist course online and I recommend anyone that wants to improve in whatever qualifications they wish to progress in to do it on New Skills Academy. It is very helpful and I have learnt a lot - My family members couldn’t believe how much I have progressed and they have actually said that they will probably do the courses online themselves. I will definitely finish the courses that I still have on here, and maybe do more courses in the future as I have learned a lot and I am willing to learn more as the resources you have on here are brilliant.

Kaoutar Benabdejlil

This online course gave me the opportunity to plan my study time around the rest of my day, instead of the other way around. I was able to study and work when I was at my peak energy, whether that’s early morning or late at night.

The course material was always accessible online, so there was no need to schedule special trips to a library either. It makes a good option for everyone who needs to keep the balance between their work and family commitments.

Simple and understandable language. I really recommend to anyone who would like to improve qualifications.

Urszula Jakobczak

A great programme, and allowed me to interact in my own time, reflect on my learning and get to practice. I like the fact that there is an exam to verify and check learning. The platform is easy to navigate around and is engaging both left hemisphere and right hemisphere of the brain.

The parts about motivation and retention rates is interesting and will be helpful in my own personal career. It’s good to see that learning and development, including different training methods are included. The programme is great springboard for people wanting to go into human resources as a career option.

Marie Tolman

Thoroughly enjoying this course. It's great that I can study at my own pace with no time restrictions so I can do a little or a lot each time depending on what time I have available.

So much useful information I will be able to apply not only to landscaping specifically but also to business in general & day to day gardening both personally & professionally.

The chapters are easy to follow, the estimated time helps schedule your time appropriately & the questions at the end of each chapter make sure you have understood correctly.

Highly recommended!

Lauren Spice

I did not realise how in depth make up actually was until I actually began the course.

I found the course material very beneficial and it gave me an understanding of how to use all aspects of make up.The videos are extremely helpful and the tutor on them is very precise and clear.

I am exceedingly happy I took this course and it has put me in place for the perfect start. Highly recommend thank you skill academy for giving me the opportunity to better my self at my own pace. The hints and tips are ideal to make notes of xx

Sophie Watson

Why you should study with us

Learn with confidence...

Free Course RRP $100

Get a FREE Course

Tick this box to Sign up for our newsletter, and get access to the Interview Skills and CV Writing Certificate course for free! By signing up, you agree to our Privacy Notice & Cookie Policy and to receive marketing and related emails from academy+ brands. You can unsubscribe at any time.

What our students say about us...