Description
Course Name: Advanced Diploma in Customer Service
Course Id: ADCS/Q1001.
Eligibility: 10+2 (Higher Secondary) or equivalent.
Objective: The Advanced Diploma in Customer Service develops advanced practical and professional skills required to deliver high-quality customer support across different business environments. The course covers customer communication, service standards, customer needs assessment, customer experience, complaint handling, problem resolution, service recovery, relationship building, digital customer support and service-quality improvement. It prepares learners to interact professionally with customers, resolve service issues effectively, improve customer satisfaction and contribute to positive customer experiences.
Duration: Six Months.
How to Enroll and Get Certified in Your Chosen Course:
Step 1: Choose the course you wish to get certified in.
Step 2: Click on the “Enroll Now” button.
Step 3: Proceed with the enrollment process.
Step 4: Enter your billing details and continue to course fee payment.
Step 5: You will be redirected to the payment gateway. Pay the course and examination fee using one of the following methods:
Debit/Credit Card, Wallet, Paytm, Net Banking, UPI, or Google Pay.
Step 6: After successful payment, you will receive your study material login ID and password via email within 48 hours of fee payment.
Step 7: Once you complete the course, take the online examination.
Step 8: Upon passing the examination, you will receive:
- A soft copy (scanned) of your certificate via email within 7 days of the examination.
- A hard copy (original with official seal and signature) sent to your address within 45 days of the declaration of the result.
Step 9: After certification, you will be offered job opportunities aligned with your area of interest.
Online Examination Detail:
Duration- 120 minutes.
No. of Questions- 60. (Multiple Choice Questions).
10 Questions from each module, each carry 10 marks.
Maximum Marks- 600, Passing Marks- 40%.
There is no negative marking in this module.
| How Students will be Graded: | ||
| S.No. | Marks | Grade |
| 1 | 91-100 | O (Outstanding) |
| 2 | 81-90 | A+ (Excellent) |
| 3 | 71-80 | A (Very Good) |
| 4 | 61-70 | B (Good) |
| 5 | 51-60 | C (Average) |
| 6 | 41-50 | P (Pass) |
| 7 | 0-40 | F (Fail) |
Key Benefits of Certification- Earning a professional certification not only validates your skills but also enhances your employability. Here are the major benefits you gain:
Practical, Job-Ready Skills – Our certifications are designed to equip you with real-world, hands-on skills that match current industry demands — helping you become employment-ready from day one.
Lifetime Validity – Your certification is valid for a lifetime — no renewals or expirations. It serves as a permanent proof of your skills and training.
Lifetime Certificate Verification – Employers and institutions can verify your certification anytime through a secure and reliable verification system — adding credibility to your qualifications.
Industry-Aligned Certification –All certifications are developed in consultation with industry experts to ensure that what you learn is current, relevant, and aligned with market needs.
Preferred by Employers – Candidates from ISO-certified institutes are often prioritized by recruiters due to their exposure to standardized, high-quality training.
Free Job Assistance Based on Your Career Interests – Receive personalized job assistance and career guidance in your preferred domain, helping you land the right role faster.
Syllabus
Module 1: Fundamentals of Customer Service: Meaning and Scope of Customer Service, Importance of Customer Service in Business, Principles of Service Excellence, Types of Customer Service, Customer Needs and Expectations, Customer Service Process, Roles of Customer Service Professionals, Customer Service Standards, Professional Ethics and Conduct, Contemporary Trends in Customer Service.
Module 2: Customer Communication Skills: Effective Customer Communication, Active Listening Techniques, Verbal Communication Skills, Non-Verbal Communication Skills, Professional Telephone Communication, Written and Email Communication, Questioning and Clarification Skills, Empathy and Positive Language, Communicating with Diverse Customers, Building Customer Trust and Rapport.
Module 3: Customer Enquiry and Complaint Resolution: Handling Customer Enquiries, Understanding Customer Complaints, Complaint Documentation Procedures, Identifying Customer Problems, Handling Angry and Difficult Customers, Conflict Resolution Skills, Complaint Escalation Procedures, Service Recovery Techniques, Providing Appropriate Customer Solutions, Complaint Follow-Up and Closure.
Module 4: Customer Experience and Relationship Building: Understanding Customer Experience, Customer Journey and Service Touchpoints, Personalized Customer Service, Customer Satisfaction Development, Customer Relationship Building, Customer Retention Techniques, Customer Loyalty Development, Managing Customer Feedback, After-Sales Customer Support, Creating Positive and Memorable Service Experiences.
Module 5: Digital and Multichannel Customer Service: Email-Based Customer Support, Live Chat Customer Service, Social Media Customer Support, Mobile and Messaging Support, Customer Self-Service Channels, CRM Tools for Customer Support, Omnichannel Service Delivery, Digital Service Etiquette, Customer Data Privacy and Confidentiality, Technology-Assisted Customer Service.
Module 6: Service Quality and Professional Development: Service Quality Principles, Customer Service Performance Standards, Response Time and Resolution Quality, Customer Satisfaction Measurement, Customer Feedback Analysis, Service Quality Improvement, Teamwork in Customer Service, Time and Workload Management, Professional Development and Career Skills, Future Developments in Customer Service.
Job Opportunities after Advanced Diploma in Customer Service
Graduates can pursue careers in customer service, customer support, customer care, client servicing and customer-experience functions.
Top Roles: Customer Service Executive, Customer Support Executive, Customer Care Executive, Client Service Executive, Customer Experience Executive, Customer Relations Executive, Helpdesk Executive and Customer Support Coordinator.
Key Skills: Customer communication, active listening, customer assistance, service delivery, complaint handling, problem solving, service recovery, customer relationship building, digital support and service-quality improvement.
Salary Range (India):
- Entry-level: ₹2.5–6 LPA
- Mid-level: ₹6–12 LPA
- Senior-level: ₹12–25+ LPA
Scope: Customer service professionals can work in banking, financial services, insurance, retail, e-commerce, telecommunications, hospitality, healthcare, travel, education, real estate, automotive, IT services, contact centres and other customer-focused organizations requiring professional service and support.
