Fundamentals Of Customer Relationship Management
You’ll gain confidence and progress your customer service capabilities through this course. Develop a thorough understanding of effective relationship management aligned with sector best practice. Study flexibly online at your own pace, valued by UK employers for ongoing professional growth.
Overview
What You’ll Learn From Fundamentals Of Customer Relationship Management
Overview
The Fundamentals Of Customer Relationship Management course is a CPD-accredited, fully online programme designed for UK learners ready to advance their professional skills. It offers practical insights to deepen your understanding of customer service principles and relationship management.
You’ll build increased responsibility and leadership by applying knowledge that supports professional, ethical decision-making aligned with sector expectations. This course helps you think critically and act confidently in customer-facing roles.
Trusted by professionals seeking skills-based development, this course fits around your schedule with flexible online study and dedicated learner support. It recognises your commitment to professional growth and practical capability in the UK workplace.
Key highlights:
- Flexible, self-paced online study with 12 months’ access
- CPD-accredited for recognised professional development
- Practical focus on real-world customer service skills
- Builds confidence in communication and problem-solving
- Covers digital and traditional customer interaction methods
- Includes assessment with instant feedback and retakes
- Suitable for a range of customer-facing roles
- Supported by expert tutors experienced in UK markets
Accreditation & Recognition
This Fundamentals Of Customer Relationship Management is fully CPD-accredited, ensuring your qualification meets trusted professional standards for relevant fields. It is widely recognised by UK employers as a benchmark for continuing professional development and compliance training. Earn a CPD Accredited certificate to showcase your knowledge and skills
- 100% online, self-paced study with 12 months’ access
- Includes online multiple-choice exam and optional reflective portfolio
- Order a CPD-accredited digital certificate (optional printed version available for £24.99)
- Recognised by UK employers and globally trusted certification
Assessment & Certification
Your progress in this Fundamentals Of Customer Relationship Management is measured through an online multiple-choice assessment with a 60% pass mark and instant results. Learners can retake the exam for free, ensuring full understanding before completion. Upon passing, you can order a PDF version of the CPD Accredited certificate, verifying your learning achievement and continued professional development aligned with industry knowledge standards. You can also order a hardcopy certificate for £24.99 to boost your credibility and showcase your achievement. This qualification includes no hidden fees and is recognised by UK employers as evidence of structured learning and professional growth.
Who Is This Course For?
- Customer service representatives aiming to deepen skills
- Team leaders managing customer-facing teams
- Sales professionals seeking stronger client relationships
- Administrators supporting customer communication
- Small business owners enhancing service quality
- Anyone responsible for customer interaction and satisfaction
Career Opportunities & Progression
- Customer Service Advisor: £18,000–£25,000
- Customer Experience Coordinator: £22,000–£30,000
- Sales Support Specialist: £20,000–£28,000
- Client Relations Associate: £21,000–£29,000
- Customer Service Team Leader: £25,000–£35,000
- CRM Administrator: £23,000–£32,000
Key Skills You’ll Gain
- Confident customer communication and engagement
- Practical handling of complaints and challenges
- Understanding customer behaviour and service needs
- Effective use of CRM systems and tools
- Leadership in customer service quality improvement
- Applied skills in upselling and cross-selling
- Digital communication via social media and live chat
- Measurement and analysis of service performance
Why Study with Royal Open College
Royal Open College is a trusted CPD-accredited training provider dedicated to helping professionals build confidence, leadership, and compliance in the UK job sector. Our expert-led online courses are designed to fit around your lifestyle, giving you the flexibility to study anywhere, anytime. CPD-accredited and employer-recognised qualifications trusted across the UK
Enrol today to build confidence and develop practical skills with the CPD-accredited Fundamentals Of Customer Relationship Management, designed to strengthen your understanding and real-world capability.
- Expert tutors with essential real-world experience
- 100% online learning with UK-based learner support
- Affordable, transparent pricing with no hidden fees
- Trusted by thousands of UK learners and global professionals
Course Curriculum for Fundamentals Of Customer Relationship Management
Module 01: Introduction to Customer Service
Explore key principles of customer service and its importance. Understand the foundations of effective customer relationship management.
Module 02: Communication Skills
Learn techniques to communicate clearly and professionally with customers. Develop active listening and empathy skills.
Module 03: Understanding Customer Behaviour
Examine factors influencing customer actions and expectations. Apply behavioural insights to improve service delivery.
Module 04: Product Knowledge
Understand the role of product knowledge in customer service. Learn how to provide accurate and helpful information.
Module 05: Customer Service Standards
Review common standards and best practices in UK customer service. Learn how to maintain quality and consistency.
Module 06: CRM (Customer Relationship Management)
Discover CRM systems and their role in managing customer data. Learn to use CRM tools effectively.
Module 07: Telephone Etiquette
Master professional telephone communication techniques. Develop skills to manage calls with confidence and clarity.
Module 08: E-mail Etiquette
Understand best practices for professional email communication. Learn to write clear, polite, and effective emails.
Module 09: Written Communication
Improve written communication skills for various customer interactions. Focus on clarity and tone.
Module 10: Social Media Customer Service
Explore customer service via social media platforms. Learn strategies for timely and appropriate responses.
Module 11: Live Chat Support
Understand live chat as a customer service channel. Develop skills for real-time online communication.
Module 12: Sales and Service
Learn how sales techniques integrate with customer service. Enhance skills to support service-driven sales.
Module 13: Service Recovery
Discover methods to address and resolve service failures. Develop approaches to restore customer satisfaction.
Module 14: Upselling and Cross-Selling Techniques
Understand techniques to increase customer value ethically. Learn to identify opportunities for additional sales.
Module 15: Customer Service Metrics and KPIs
Explore key performance indicators in customer service. Learn to measure and analyse service effectiveness.
Module 16: Handling Customer Complaints
Develop skills for managing and resolving complaints constructively. Focus on professionalism and empathy.
Module 17: Handling Challenging Situations
Learn strategies for dealing with difficult customers and scenarios. Build confidence in conflict resolution.
Module 18: Cultural Awareness and Diversity
Understand the importance of diversity in customer service. Develop skills to serve diverse customer groups respectfully.
Curriculum
- 3 Sections
- 20 Lessons
- Lifetime Access
- Fundamentals of Customer Relationship Management18
- 1.1Module 1: Introduction to Customer Service
- 1.2Module 2: Communication Skills
- 1.3Module 3: Understanding Customer Behaviour
- 1.4Module 4: Product Knowledge
- 1.5Module 5: Customer Service Standards
- 1.6Module 6: CRM (Customer Relationship Management)
- 1.7Module 7: Telephone Etiquette
- 1.8Module 8: E-mail Etiquette
- 1.9Module 9: Written Communication
- 1.10Module 10: Social Media Customer Service
- 1.11Module 11: Live Chat Support
- 1.12Module 12: Sales and Service
- 1.13Module 13: Service Recovery
- 1.14Module 14: Upselling and Cross-Selling Techniques
- 1.15Module 15: Customer Service Metrics and KPIs
- 1.16Module 16: Handling Customer Complaints
- 1.17Module 17: Handling Challenging Situations
- 1.18Module 18: Cultural Awareness and Diversity
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Course Features
- Lectures 20
- Quiz 0
- Duration 6 Hours
- Skill level All levels
- Language English
- Students 578
- Assessments Yes
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