Managing & Improving Customer Service Process Certificate - CPD Approved

Managing & Improving Customer Service Process Certificate - CPD Certified

Customer Care is integral to the success of any business. The quality of the relationship and reputation your business has among your customers can determine the success or failure of your enterprise. This course will help you understand how to effectively interact with your customers to ensure they receive the highest levels of care and service, which will positively enhance your prestige and your profits.

Many organisations believe they are providing excellent customer service, but shocking statistics about consumer’s actual satisfaction levels with their customer experience tell a very different story. Providing the time, effort and investment necessary to drive excellent customer care will create a corresponding improvement in your company's public perception, an increase in brand awareness and keep your finger firmly on the pulse of what you need to know.

The content of this course is designed for individuals and companies that want to connect with their customers in a mutually beneficial way, to improve the service delivery while measuring and enhancing customer loyalty. The correct application of the knowledge and tools delivered in this course has the potential to increase revenue and market share to help ensure long term business success. Understanding how to continuously improve your services and products and see things from a customer-centric perspective is priceless when it comes to business longevity and profitability.

This course is based on up-to-date scientific research and studies that have probed into the core of customer care in the modern business world. All of the information has been synthesised into an easy to learn format that can be digested at a pace most suitable to the reader. The course includes not only proven methods to increase the efficiency and effectiveness of your customer care, but also delves into where most companies go wrong in their approaches to help you avoid expensive mistakes. You will be presented with immediately actionable information that will boost your business and demonstrate you care about your customers.

This course is comprised of practical tools and information, real life examples and exercises, tests and worksheets to evaluate your understanding of the knowledge you learn. The course is broken down into 5 modules, with information presented in a logical and easy to follow manner.

** When purchasing this course you will be eligible to apply for the XO Student Discount Card!! You can save on brands such as New Look, Disney, ASOS, Hotels, Miss Selfridge , Domino’s and many more.**

What you will learn

In this course, you will learn:

• The benefits and value of good customer service
• How to use customer feedback to improve your service
• How to tangibly measure customer loyalty
• How to assess and improve your current customer service processes
• How the quality of your customer care influences the customer's experience and impression
• Effective strategies for handling customer service problems
• How to continually develop your customer services
• The role that feedback and monitoring plays in establishing a customer care framework
• What service level agreements are and how to develop them

The practical knowledge you will gain from this course can be applied to any business. Completing this course will allow you to assess and dramatically improve your customer care strategies, increasing the positive public perception, profitability and prosperity of your company.

Course Modules/Lessons

Module 1: Customer Care

• Understand the key factors that drive customer service and positive experiences
• Learn how to utilise bad customer service strategically to drive business improvements
• Discover how to effectively collect customer information and identify expectations
• Find out how to tangibly measure customer loyalty and increase customer retention

Module 2: Customer Service Practices

• Gain an accurate understanding of current customer service processes at all levels of your organisation
• Identify which processes are benefiting the customers and the company and which are hindering success
• Understand how customer service influences the customer’s impression of your company and its reputation
• Identify where your company and its employees are not meeting the needs of customers and are not demonstrating the essential factors that constitute excellent customer service

Module 3: Customer Services Implementation

• Learn about customer service processes: their relevance and steps for implementation
• Understand how to use metrics to develop a progressive customer care model
• Explore the internal aspects needed to drive continuous development
• Comprehend the significance of the customers’ values and perceptions

Module 4: Managing Customer Relationships

• Understand the key aspects and significance of customer relationship management
• Learn how to identify and overcome barriers to exemplary customer service
• Uncover how to leverage technology, processes and people to improve customer relationships and satisfaction
• Appreciate the role that feedback and monitoring plays in establishing a good customer care framework

Module 5: Personal Development

• Understand the importance of self-directed learning and how to choose direction
• Comprehend the qualities, traits and skills which are needed for your role
• Learn how to write achievable objectives which empower and motivate you
• Find out how to stay on track with complex and long term goals

There is no experience or previous qualifications required for enrolment on this course. It is available to all students, of all academic backgrounds.

Our Course is fully compatible with PC’s, Mac’s, Laptop, Tablet and Smartphone devices. Now more than ever people are using the internet while on the move so our course has been designed to be fully compatible on tablets and smartphones so you can access your course on wifi, 3G or 4G.

There is no time limit for completing this course, it can be studied in your own time at your own pace.

All tests are online and are taken either during or after the course, these are included in the price.

Currently there are no Q&As for this course. Be the first to ask a question.

Certificate of completion

Digital certificate - Included