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Customer Service and Revenue Generation

Classroom based course with study materials, lecturer support and CPD Hours included

London Training For Excellence

Summary

Price
£3,960 inc VAT
Study method
Online
Duration
5 days · Self-paced
Qualification
No formal qualification
Additional info
  • Tutor is available to students
2 students enquired about this course

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Overview

Customer service is a key differentiator in a context where companies are offering comparable products and services within increasingly restricted parameters of budgets and resources. This is particularly true of the public sector where the terms ‘more for less’, efficiency savings and cuts are now part of the common language. Delegates will learn about first impressions and building solid customer relationships and then move on to revenue generation techniques. People buy from people and service is delivered to people by people. Even in this high technology age. Every delegate will leave the course with a challenging but realistic development plan to dramatically improve customer service delivery in their area.

Description

Module 1 - The benefits of excellent customer service

  • Customer Service Principles, Evolution and Purpose.
  • The benefits of excellent customer service.
  • Customer psychology: what are your customers\' expectations?
  • World-class service – a modeling exercise.
  • Creating ‘magical’ experiences for your customers.

Module 2 – The Customer Profit Chain

  • The Service-Profit chain
  • Customer lifetime value
  • The cost of poor service
  • Opportunities for revenue generation

Module 3 – People buy from people

  • How to be liked by the customer.
  • Customer personality types.
  • Listeners are said to be the best communicators – how to perfect your listening skills.
  • Questions– if you don’t ask, you won’t find out.
  • How to read body language signals.
  • The do and don’ts of communicating effectively.

Module 4 - How to turn difficult situations into opportunities

  • Why do customers complain?
  • Why should we encourage complaints?
  • The Customer Loyalty Chain.
  • Customer behavioral types and how to deal with them
  • Understanding and managing emotions
  • Creative thinking to go that ‘extra mile’

Module 5 –Revenue generation and resource allocation

  • Organisational objectives and strategy
  • Sources of income
  • Linking revenue generation with service objectives
  • Resource planning and allocation

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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.

FAQs

Study method describes the format in which the course will be delivered. At Reed Courses, courses are delivered in a number of ways, including online courses, where the course content can be accessed online remotely, and classroom courses, where courses are delivered in person at a classroom venue.

CPD stands for Continuing Professional Development. If you work in certain professions or for certain companies, your employer may require you to complete a number of CPD hours or points, per year. You can find a range of CPD courses on Reed Courses, many of which can be completed online.

A regulated qualification is delivered by a learning institution which is regulated by a government body. In England, the government body which regulates courses is Ofqual. Ofqual regulated qualifications sit on the Regulated Qualifications Framework (RQF), which can help students understand how different qualifications in different fields compare to each other. The framework also helps students to understand what qualifications they need to progress towards a higher learning goal, such as a university degree or equivalent higher education award.

An endorsed course is a skills based course which has been checked over and approved by an independent awarding body. Endorsed courses are not regulated so do not result in a qualification - however, the student can usually purchase a certificate showing the awarding body's logo if they wish. Certain awarding bodies - such as Quality Licence Scheme and TQUK - have developed endorsement schemes as a way to help students select the best skills based courses for them.
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