Customer Excellence for Frontline Staff
Virtual College
Summary
Overview
This course has been produced in partnership with Liquid Voice and is designed for those involved in improving customer service and implementing best practice across the business. The course will guide you through the various skills and techniques required to open a call professionally, manage the effective communication of a call and how to successfully handle objective callers. To assist with your learning there will be scenario based question and answer sessions, designed to put the knowledge gained into practice.
On completion of this course, you will have an understanding of the following topics in the context of the principles of customer excellence:
- The skills and techniques required to open a call
- The right way to record and respond to customer enquires
- Difficult situations and how to handle customer objections
CPD
Description
Lesson Plan
Areas covered include:
- Opening a call
- First impressions
- Rapport building
- Instilling confidence
- Record and respond
- Identifying needs
- Internal communication
- Taking appropriate action
- Objection handling
- Maintaining composure
- Getting the facts
- Turning a negative into a positive
Accreditation
The content of this course has been independently certified as conforming to universally accepted Continuous Professional Development (CPD) guidelines.
Certification
On completion of this course you will be able to download a Virtual College certificate.
Duration
Approximately 1 hour. The length of time taken depends entirely on how quickly you can study and absorb the material. You can proceed as quickly or slowly as you like.
Target Audience
This module is targeted primarily at individuals working within the Social Housing sector.
Entry Requirements
There are no specific entry requirements.
How it Works
What
This is an online course, all the training will be taken through your browser window. There will be no face-to-face sessions with instructors nor will you receive any training material through the post. If you wish you may print out any page of the training material and may also print the notes you took during the training.
You can also revisit the training material at any time, even after you have completed the course.
How
The material for this course has been broken down into several smaller lessons, each lesson dealing with a specific area of the overall subject.
The lesson consists of a series of pages in which an instructor will talk you through the lesson material at a pace that suits you. Pages may also include supporting pictures, graphs, animation or extra sounds to help with the learning where appropriate. Some lessons will include challenges/quizzes to help you keep in touch and interested in the material.
Lessons can be taken in any order and each lesson may be PAUSED and RESUMED at any stage. When all lessons in the course have been completed our system will realise and automatically record that you have successfully completed the course
When
The course is self-paced so you decide how fast or slow the training goes. You can complete the course in stages revisiting the training at any time.
Questions and answers
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Legal information
This course is advertised on reed.co.uk by the Course Provider, whose terms and conditions apply. Purchases are made directly from the Course Provider, and as such, content and materials are supplied by the Course Provider directly. Reed is acting as agent and not reseller in relation to this course. Reed's only responsibility is to facilitate your payment for the course. It is your responsibility to review and agree to the Course Provider's terms and conditions and satisfy yourself as to the suitability of the course you intend to purchase. Reed will not have any responsibility for the content of the course and/or associated materials.