Advanced Skill Certificate in Leadership Communication for Customer Service
-- viewing nowThe Advanced Skill Certificate in Leadership Communication for Customer Service is a comprehensive course designed to enhance your leadership communication skills in the customer service industry. This certificate program emphasizes the importance of effective communication in providing exceptional customer service, resolving conflicts, and driving business growth.
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Course details
• Advanced Leadership Communication: This unit will cover the advanced communication skills required for effective leadership in customer service, including active listening, clear and concise communication, and adapting communication styles to different audiences.
• Customer Experience Management: This unit will explore best practices for managing the customer experience, including developing customer journey maps, measuring customer satisfaction, and identifying opportunities for improvement.
• Conflict Resolution: This unit will teach learners how to effectively manage conflicts with customers, including strategies for de-escalating tense situations, negotiating solutions, and following up to ensure customer satisfaction.
• Cross-Functional Collaboration: This unit will focus on the importance of cross-functional collaboration in customer service, including building relationships with internal stakeholders, aligning on customer goals, and collaborating to deliver seamless customer experiences.
• Change Management: This unit will cover best practices for managing change in a customer service context, including identifying the need for change, communicating changes to stakeholders, and measuring the impact of change.
• Data-Driven Decision Making: This unit will teach learners how to use data to inform customer service strategies, including setting up and tracking key performance indicators (KPIs), analyzing customer feedback, and making data-driven decisions.
• Customer Advocacy: This unit will explore the role of customer advocacy in customer service, including developing a customer-centric culture, advocating for customer needs within the organization, and building long-term customer loyalty.
• Stakeholder Management: This unit will teach learners how to effectively manage relationships with internal and external stakeholders, including setting expectations, communicating regularly, and building trust and credibility.
Career path
Entry requirements
- Basic understanding of the subject matter
- Proficiency in English language
- Computer and internet access
- Basic computer skills
- Dedication to complete the course
No prior formal qualifications required. Course designed for accessibility.
Course status
This course provides practical knowledge and skills for professional development. It is:
- Not accredited by a recognized body
- Not regulated by an authorized institution
- Complementary to formal qualifications
You'll receive a certificate of completion upon successfully finishing the course.
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