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CUSTOMER SERVICE ONLINE SHORT COURSE


Vizual Coaching

Summary

Price
£289 inc VAT
Study method
Online
Duration
8 hours · Self-paced
Qualification
Completion Certificate

Overview

  • 1 Years unlimited access, 
  • 24 hour support available, 
  • Certificate awarded upon completion to show employers your new skills!

“A customer is the most important visitor on our premises and he is not dependent on us” As Gandhi once said, “We are dependent on him”. He is not an interruption in our work. He is the purpose of it. He is not an outsider in our business. He is part of it. We are not doing him a favour by serving him. He is doing us a favour by giving us an opportunity to do so.” During this course we look at the different types of customer service. It is a misunderstanding that only employees who have direct involvement with customers need these skills, such as a receptionist or a telesales marketer. Perhaps you are company owner, in which case you would be serving customers and your staff. 

By the end of this course, you will be able to:

  • How to provide customer service over the phone.
  • How online tools can aid customer service.
  • Know what Customer Service is.
  • How your attitude affects customers.
  • How to identify and address the needs of your customers.
  • How using excellent customer service can generate return business.
  • How to build good will.
  • How to deal with difficult customers.

 

Description

Course Syllabus
Section One - Getting Started
  • Objectives
Section Two - Who & What We Do
  • Customers
  • Internal Customers
  • External Customers
  • Customer Service?
Section Three - Attitude is a little thing
  • Appearance
  • Stay Awake
  • Being Positive
  • Smile It’s Infectious
Section Four - Customer Needs
  • Thinking Outside the Box
  • See things from a clients perspective
  • Meeting Their Needs
  • Going the Extra Mile
Section Five - Get Them to Come Back
  • Turn it Back in your Direction
  • Following Up
  • Dealing with Complaints
Section Six - Face to Face Customer Service
  • All from the comfort of your desk
  • Using Body Language
Section Seven - Telephone Customer Service
  • Telephone Etiquette
  • The Advantages and Disadvantages
  • Tips and Tricks for Providing Customer Service over the Phone
Section Eight - Electronic Customer Service
  • The Advantages and Disadvantages
  • Netiquette
  • Email Etiquette: The Do’s and Don’ts of Email
  • Tips and Tricks
  • Electronic Ping Pong
Section Nine - Rescuing Difficult Customers
  • Defuse Anger
  • Common Ground
  • Know Your Limits
  • Emotions
Section Ten - Escalation
  • Abusive Customers
  • Sticks & Stones
  • Physical Threats
Section Eleven - Impress Customers Every Time
  • Ten Tips to Impress Your Customer
Section Twelve - It’s a Wrap
  • Food for Thought

 

How to study online course?
Upon enrolment an automated email will be sent to you with your URL login address and your password (please check your junk email inbox if not received as this is an automated email), in order for you to access your online material, which is Available 24/7 on any computer or smart mobile device. The course is easy to follow and understand. All students who complete the course receive a certificate of completion with a passing score (for the online assessment) and will be issued a certificate via email.

 

 

Course Fast Facts:
  • Easy to follow and understand
  • Only 6 to 8 hours of study is required
  • Unlimited, lifetime access to online course
  • Delivered 100% on-line and accessible 24/7 from any computer or smartphone
  • You can study from home or at work, in your own time
  • Download printer friendly course content
  • Certificate of completion awarded with passing score for the assessment
Computer requirements:
Students will need access to a computer and the internet. For students who do not have access to either a computer or the internet.

Minimum specifications for the computer are:

Windows:
  • Microsoft Windows XP, or later
  • Modern and up to date Browser (Internet Explorer 8 or later, Firefox, Chrome, Safari)
MAC/iOS
  • OSX/iOS 6 or later
  • Modern and up to date Browser (Firefox, Chrome, Safari)
All systems
  • Internet bandwidth of 1Mb or faster
  • Flash player or a browser with HTML5 video capabilities(Currently Internet Explorer 9, Firefox, Chrome, Safari)
Students will also need access the following applications:

Adobe Acrobat Reader

 

Requirements

Students must have basic literacy and numeracy skills.

Questions and answers

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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.