Managing and Improving Customer Service Process Certificate
Why you should study with us
Managing and Improving Customer Service Process Certificate Course
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 organisations 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 synthesised 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
- 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
of achievement
This certificate is presented to
Your Name
For completing the
Managing and Improving Customer Service Process Certificate
on 21st November 2026
Selena Hurford
Selena Hurford
Course Tutor
Daniel Morgan
Daniel Morgan
Head of Academy
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 had looked at a lot of different courses like this to help my CPD as an NQT. Not only was it super value for money, but really easy to use and work with.
Having the opportunity to print or PDF information means I can keep any work as evidence.
I have been very impressed with this course and will defiantly look to complete similar courses soon.
Kim Hudspith
I started the HR Management Diploma Level 2 – CPD Certified & IVCAS Accredited in November 2016, and I can say hand on heart it has been the best experience of my life.
Everything I have learnt here, every lesson, has been practical and useful, with real skills that are relevant to the real world, instead of hours of boring theory and history of the subject. Straight away we were learning real web design.
This course has been incredibly helpful and I have learnt far more than I could have ever imagined and I have only completed 4 of the 20 modules.
Chloe Gibson
The course is simple and easy to follow, the videos are a great way to see it all in action, the pictures are a great way for you to get some inspiration too especially with the nail art. I have referred this course to a friend already.
Lindsay Todd
This is a fantastic course, it is incredible value for money and it will give you all the information you need to be able to pursue the career of Teaching Assistant.
Being able to do it all in your own time makes it a lot less stressful if you're trying to fit it around work and life in general and the addition of worksheets throughout helps you see which areas need improvement before you take the final test.
Michelle Franklin
I am so impressed with this course. For starters it was hugely discounted which saved me money, secondly it is really easy to use. It is jam packed with information yet so easy to follow and they layout is very clean, clear and precise. I have learnt so much from this course already and I can even revisit modules as and when I need to. If you are an aspiring Makeup Artist, then this course will definitely lead you on the right path and it teaches you how to deal with clients and how to get the best out of your career.
Esther Lawrence
At age 44, I took a notion to start a new career, so I booked a Travel & Tourism online course with New Skills Academy.
I was actually pretty nervous when I looked at the modules as it’s been years since I studied!
I was pleasantly surprised at how well the course flowed and how uncomplicated it was. The presentation of the course was easy to read and understand.
When I got to the final test, I was nervous, but had no need to be. It was a general test of knowledge and I passed with 70%. I feel proud!
Angela Wilson
Managing and Improving Customer Service Process Certificate Course
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 organisations 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 synthesised 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
- 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
of achievement
This certificate is presented to
Your Name
For completing the
Managing and Improving Customer Service Process Certificate
on 21st November 2026
Selena Hurford
Selena Hurford
Course Tutor
Daniel Morgan
Daniel Morgan
Head of Academy
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 had looked at a lot of different courses like this to help my CPD as an NQT. Not only was it super value for money, but really easy to use and work with.
Having the opportunity to print or PDF information means I can keep any work as evidence.
I have been very impressed with this course and will defiantly look to complete similar courses soon.
Kim Hudspith
I started the HR Management Diploma Level 2 – CPD Certified & IVCAS Accredited in November 2016, and I can say hand on heart it has been the best experience of my life.
Everything I have learnt here, every lesson, has been practical and useful, with real skills that are relevant to the real world, instead of hours of boring theory and history of the subject. Straight away we were learning real web design.
This course has been incredibly helpful and I have learnt far more than I could have ever imagined and I have only completed 4 of the 20 modules.
Chloe Gibson
The course is simple and easy to follow, the videos are a great way to see it all in action, the pictures are a great way for you to get some inspiration too especially with the nail art. I have referred this course to a friend already.
Lindsay Todd
This is a fantastic course, it is incredible value for money and it will give you all the information you need to be able to pursue the career of Teaching Assistant.
Being able to do it all in your own time makes it a lot less stressful if you're trying to fit it around work and life in general and the addition of worksheets throughout helps you see which areas need improvement before you take the final test.
Michelle Franklin
I am so impressed with this course. For starters it was hugely discounted which saved me money, secondly it is really easy to use. It is jam packed with information yet so easy to follow and they layout is very clean, clear and precise. I have learnt so much from this course already and I can even revisit modules as and when I need to. If you are an aspiring Makeup Artist, then this course will definitely lead you on the right path and it teaches you how to deal with clients and how to get the best out of your career.
Esther Lawrence
At age 44, I took a notion to start a new career, so I booked a Travel & Tourism online course with New Skills Academy.
I was actually pretty nervous when I looked at the modules as it’s been years since I studied!
I was pleasantly surprised at how well the course flowed and how uncomplicated it was. The presentation of the course was easy to read and understand.
When I got to the final test, I was nervous, but had no need to be. It was a general test of knowledge and I passed with 70%. I feel proud!
Angela Wilson
Why you should study with us
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I am a doctor. This course is well organized, covering all areas of CBT. The videos and practical tips are very helpful. All the modules are arranged with good explanations and examples. Also each module consists of quick test and assignment which enables you to gain knowledge. Finally I would like to thank the New Skills Academy team.
Dr. M. Arshad
Wow what an incredible insight for the start of anyone's journey in property. This course gives you so much information and there are tests and questions on each of the modules. The course is very easy to follow and well laid out. You can actually make notes on the pages of each module using the notes tab! I am very excited to say that I passed and I only spent one week on this course. I will print all the PDF information and keep it in a file with my certificate. I feel very confident for my future plans now I have completed this course.
Nichola Anderson
Very interesting and helpful course. I ve learned a lot of interesting things about make up and the tutorials were very helpful and easy to understand. I really reccomend this course for everyone who is passionate about make up and wish to develop their skills and make a career from their hobby.
Nicoleta Lucaci
Fantastic course! Well-presented and challenging with frequent assessments. I feel a serious sense of accomplishment having not studied for over 30 years! Videos that accompany each module are carefully thought out and informative. Am so impressed with this course, have now signed up for 3 other courses and recommending New Skills Academy to everyone!
Marva Hudson
Yet another well laid out course. This is my 3rd course so far with New Skills Academy.
More than likely will be back for another one soon. This course was enjoyable to do, and I learnt a lot and passed first try. My certificate will be up on the wall soon.
Rob Coops
This is a great course for any level of knowledge. Very easy to navigate, great practical tasks and explanations are very clear. You can revise any module with no problem. The test wasn’t too hard if you completed every module. It may be handy to make some notes before you start. Overall I'm very happy with my choice. Thank you New skills for my New skills :)
Julia Bobkova
It was an eye opening course that was flexible and easy to access. I was able to complete it from the comfort of my own home whilst also having the tasks to complete which enabled me to check my knowledge. I know feel much more confident in my field of work and really enjoyed doing it.
Ellie Clarke
Excellent course, well explained and easy to understand. The course can be done at my own pace and is available on various devices. The layout of the course was excellent and the notes options is very good. The content is perfect and well structured, making it easy to understand and follow. I will definitely be taking more courses in the future.
Luis Costa
