Managing and Improving Customer Service Process Certification
Why you should study with us
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
- 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 Certification
on 21st November 2025
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.
Once you have completed your test you can log in to your account and download/print your certificate any time you need it. If you would prefer us to post you a certificate to a UK address, there will be an admin charge of £10 (certificates sent internationally may cost more).
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.
Excellent course. I enjoyed doing this course and I highly recommend it to everybody that start in the cleaning industry. Thank you very much.
David Sanchez
When I first started, I was quite anxious, but after seeing the course layout, it was very simple, effective and most important, engaging.
I especially liked the fact you don't become overwhelmed by the courses quantity of modules, and in the end you have to answer a certain amount of questions within a certain time limit. Every module's layout is very clean, fresh and comprehensive when it comes to its explanation.
If there was any part of the course I was unsure of, I would seek help from the advisors via the online chat and I could say they have been very friendly and helpful.
I'm glad I have taken this course through New Skills ACADEMY and I intend to undertake other courses by them.
Mohammed Hussain
Excellent.... Very much enjoyed the course and will do more and more.... As this is an online course, all of the information is available to you whenever and wherever you require it. You can study at a pace that is comfortable for you, and access the information in the course 24 hours a day. Most people who take the course still work full time, which helps you maintain your current lifestyle whilst working towards achieving your dreams.
To access the course, you will require a device that allows you to access the internet, and not only can you see the course, you can also use the online support feature.
Furthermore, you will find the course to be incredibly easy to go through thanks to the individual modules.
When completing the course, you must pass a multiple choice test, and you will then be awarded your diploma. They can post the diploma certificate to you for an additional cost, or you can download and print the certificate at home.
Moosa Nazim
A great course to introduce and explain the roles and responsibilities of the PA and Administrator, or as a refresher to those wishing to return to the workplace.
The modules are jargon free and clearly laid out with exercises to complete at your own pace. There are useful notes and lists that help to make time management easier in the busy work environment.
I am impressed that the modules can be downloaded, saved or printed for future reference - many other courses do not offer this.
I have almost completed my Admin & PA Diploma and it has given me the confidence to apply for my first admin job in some years.
Meryl McMorran
Brilliant course. As a busy ,working mum this course gave a chance to change my career but it also gave me a chance to study in my own free time. Very easy wording, education videos, important information you can't find online. The brilliant thing is that even after finishing the course you still can go back to your modules and view the videos again. The help from assistants is great. The minute I contacted them with question they always responded very quickly and professionally.
Monica Carter
Having worked in schools for years and having a recently diagnosed son this course has opened my eyes to the world of Autism. The course is both informative, easy to work through and enables the learner to gain full understanding about all aspects of Autism.
Through completing this course I have gained employment supporting a child with Autism and I have been able to implement many strategies to assist both my pupil and also my own son.
I would highly recommend this course if you would like to gain a richer understanding of Autism and would like to study online and at your own pace.
Jo Price
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
- 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 Certification
on 21st November 2025
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.
Once you have completed your test you can log in to your account and download/print your certificate any time you need it. If you would prefer us to post you a certificate to a UK address, there will be an admin charge of £10 (certificates sent internationally may cost more).
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.
Excellent course. I enjoyed doing this course and I highly recommend it to everybody that start in the cleaning industry. Thank you very much.
David Sanchez
When I first started, I was quite anxious, but after seeing the course layout, it was very simple, effective and most important, engaging.
I especially liked the fact you don't become overwhelmed by the courses quantity of modules, and in the end you have to answer a certain amount of questions within a certain time limit. Every module's layout is very clean, fresh and comprehensive when it comes to its explanation.
If there was any part of the course I was unsure of, I would seek help from the advisors via the online chat and I could say they have been very friendly and helpful.
I'm glad I have taken this course through New Skills ACADEMY and I intend to undertake other courses by them.
Mohammed Hussain
Excellent.... Very much enjoyed the course and will do more and more.... As this is an online course, all of the information is available to you whenever and wherever you require it. You can study at a pace that is comfortable for you, and access the information in the course 24 hours a day. Most people who take the course still work full time, which helps you maintain your current lifestyle whilst working towards achieving your dreams.
To access the course, you will require a device that allows you to access the internet, and not only can you see the course, you can also use the online support feature.
Furthermore, you will find the course to be incredibly easy to go through thanks to the individual modules.
When completing the course, you must pass a multiple choice test, and you will then be awarded your diploma. They can post the diploma certificate to you for an additional cost, or you can download and print the certificate at home.
Moosa Nazim
A great course to introduce and explain the roles and responsibilities of the PA and Administrator, or as a refresher to those wishing to return to the workplace.
The modules are jargon free and clearly laid out with exercises to complete at your own pace. There are useful notes and lists that help to make time management easier in the busy work environment.
I am impressed that the modules can be downloaded, saved or printed for future reference - many other courses do not offer this.
I have almost completed my Admin & PA Diploma and it has given me the confidence to apply for my first admin job in some years.
Meryl McMorran
Brilliant course. As a busy ,working mum this course gave a chance to change my career but it also gave me a chance to study in my own free time. Very easy wording, education videos, important information you can't find online. The brilliant thing is that even after finishing the course you still can go back to your modules and view the videos again. The help from assistants is great. The minute I contacted them with question they always responded very quickly and professionally.
Monica Carter
Having worked in schools for years and having a recently diagnosed son this course has opened my eyes to the world of Autism. The course is both informative, easy to work through and enables the learner to gain full understanding about all aspects of Autism.
Through completing this course I have gained employment supporting a child with Autism and I have been able to implement many strategies to assist both my pupil and also my own son.
I would highly recommend this course if you would like to gain a richer understanding of Autism and would like to study online and at your own pace.
Jo Price
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The course was clearly set out with helpful end of week tests which built my knowledge. Being dyslexic I found the course was set out in an easy to understand way. I was able to pass the test on my first attempt. The downloaded pdf are a useful resource that you can keep forever. Looking forward to the next course
Ross Dunsten
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
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
This course is a great way to brush up on my rusty excel skills, I recommend this course to anyone looking for something to do during lockdown, it's easy to use and talks you through each stage step by step. It has given me the confidence I need to further my career.
Georgia Darke
Lovely course for people who want to know the basics and of sign language. It's has helped me to get more of an understanding and will greatly benefit me in my workplace. So easy to pick up and the videos were easy to understand. Would definitely recommend to anyone.
Chloe Hambly
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
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
