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.
This was a brilliant course that was easy to understand and fits into your lifestyle by being able to access at times that suits you. I needed a refresher course and this ticked all the boxes. One area which I was not aware of was the Employment Allowance Incentive but I now understand this fully. It is also good information on record keeping along with Data Protection. I highly recommend this course and it doesn't have to be expensive to do. The fact that you get a Diploma Certificate at the end only enhances your CV and gives you a sense of satisfaction.
Donna Raynes
Thoroughly enjoyed this course. Have decided to change my career path but have no real experience or qualifications in the job I really want to do.
I have always wanted to work with animals but ended up in the retail sector. While I do enjoy that, I feel now is the time to get out there and do what I want to do. I have sent in my CV to a dog groomer near me with a copy of my certificate attached. Fingers crossed!
I enjoyed this Diploma so much I shall be having a go at another pet/dog related one in the very near future!
Claire Hall
This course was great! Was so interesting and enlightening to what a day in the wedding planning business will be like! It was so easy to do and easy to fit it around my work schedule. Taught me so much and has really given me an amazing feeling about starting my new career! I would highly recommend! Better than paying thousands to go back to college when you can do this in your own time at your own pace and still learn just as much, if not more! When completing this course, I felt proud and excited for my next steps so thank you so much New Skills Academy for helping me accomplish my big leap into starting a new adventure and finally doing something I love!
Shannon McGillicuddy
Amazing, informative course, really great value for money. Easy to use and navigate the website, and well worth it. Very clear and concise instructions.
I work in fraud at the moment and am just looking for something to add to my CV. Really great value for money. Simple, quick, easy and informative. Lots of modules that make up the course that are simple yet informative about fraud and money laundering and other aspects of fraud.
I’ve enjoyed the course so far and am looking forward to completing it and gaining a new qualification for my CV as well as new knowledge for my current workplace.
Jade Petrie
This course has been such a great help in my new career path as a PA. When I was job hunting before, I was having no luck, however now I have interested daily for PA roles all because of my new qualification. Easy to use at my own pace. Thanks!
Natasha Brinn
A fantastic start for a new SENCo or a nice refresher for one who has been around for a while, worth every penny and has helped immensely!
Leanne McMahon
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.
This was a brilliant course that was easy to understand and fits into your lifestyle by being able to access at times that suits you. I needed a refresher course and this ticked all the boxes. One area which I was not aware of was the Employment Allowance Incentive but I now understand this fully. It is also good information on record keeping along with Data Protection. I highly recommend this course and it doesn't have to be expensive to do. The fact that you get a Diploma Certificate at the end only enhances your CV and gives you a sense of satisfaction.
Donna Raynes
Thoroughly enjoyed this course. Have decided to change my career path but have no real experience or qualifications in the job I really want to do.
I have always wanted to work with animals but ended up in the retail sector. While I do enjoy that, I feel now is the time to get out there and do what I want to do. I have sent in my CV to a dog groomer near me with a copy of my certificate attached. Fingers crossed!
I enjoyed this Diploma so much I shall be having a go at another pet/dog related one in the very near future!
Claire Hall
This course was great! Was so interesting and enlightening to what a day in the wedding planning business will be like! It was so easy to do and easy to fit it around my work schedule. Taught me so much and has really given me an amazing feeling about starting my new career! I would highly recommend! Better than paying thousands to go back to college when you can do this in your own time at your own pace and still learn just as much, if not more! When completing this course, I felt proud and excited for my next steps so thank you so much New Skills Academy for helping me accomplish my big leap into starting a new adventure and finally doing something I love!
Shannon McGillicuddy
Amazing, informative course, really great value for money. Easy to use and navigate the website, and well worth it. Very clear and concise instructions.
I work in fraud at the moment and am just looking for something to add to my CV. Really great value for money. Simple, quick, easy and informative. Lots of modules that make up the course that are simple yet informative about fraud and money laundering and other aspects of fraud.
I’ve enjoyed the course so far and am looking forward to completing it and gaining a new qualification for my CV as well as new knowledge for my current workplace.
Jade Petrie
This course has been such a great help in my new career path as a PA. When I was job hunting before, I was having no luck, however now I have interested daily for PA roles all because of my new qualification. Easy to use at my own pace. Thanks!
Natasha Brinn
A fantastic start for a new SENCo or a nice refresher for one who has been around for a while, worth every penny and has helped immensely!
Leanne McMahon
Why you should study with us
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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
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
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
Omg im so excited, over joyed and all the good stuff that comes to mind! Wonderful experience doing lessons with New Skills Academy. I look foward to doing more courses with them. I hope this will encourage others to come on board and refresh your minds or to learn something new, it's a win win situation. I want to thank New Skills Academy so much for making this as simple as possible for me.
Shari Anderson
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
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
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
