Certificate in Customer Service - Online Training Course & Certification – CPD Accredited
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Summary
- Exam(s) / assessment(s) is included in price
- Tutor is available to students
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Overview
Certificate in Customer Service - Online Training Course & Certification – CPD Accredited
Each and every one of us serves customers, whether we realise it or not. Maybe you're on the front lines of a company, serving the people who buy your products.
Perhaps you're an accountant, serving the employees by producing their pay checks and keeping the company running. Or maybe you're a company owner, serving your staff and your customers.
Study method - Online, self-paced (4 to 6 study hours)
Course format - Online (24/7 access), modular
Course Duration - Part-time (1 year access)
Qualification - Certificate of completion
Course Delivery – via desktop PC/MAC, laptops, tablets or smart phones
Awarded Body – The content of this online training course has been independently certified as conforming to universally accepted Continuous Professional Development (CPD) guidelines.
CPD
Description
Course aims
The customer service e-learning course will look at all types of customers and how we can serve them better and improve ourselves in the process. Participants will be provided a strong skillset including in-person and over the phone techniques, dealing with difficult customers, and generating return business.
Course objectives
The objectives of this customer service online course are:
- State what customer service means in relation to all your customers, both internal and external
- Recognize how your attitude affects customer service
- Identify your customers’ needs
- Use outstanding customer service to generate return business
- Build good will through in-person customer service
- Provide outstanding customer service over the phone
- Connect with customers through online tools
- Deal with difficult customers
What’s covered in this course?
This online customer service course covers the following:
Module One: Getting Started
- Icebreaker
- Housekeeping Items
- The Parking Lot
- Workshop Objectives
Module Two: Who We Are and What We Do
- Who Are Customers? (internal/external)
- What is Customer Service?
- Who Are Customer Service Providers?
Module Three: Establishing Your Attitude
- Appearance Counts!
- The Power of a Smile
- Staying Energized
- Staying Positive
Module Four: Identifying and Addressing Their Needs
- Understanding the Customer"s Problem
- Staying Outside the Box
- Meeting Basic Needs
- Going the Extra Mile
Module Five: Generating Return Business
- Following Up
- Addressing Complaints
- Turning Difficult Customers Around
Module Six: In-Person Customer Service
- Dealing With At-Your-Desk Requests
- The Advantages and Disadvantages of In-Person Communication
- Using Body Language to Your Advantage
Module Seven: Giving Customer Service over the Phone
- The Advantages and Disadvantages of Telephone Communication
- Telephone Etiquette
- Tips and Tricks
Module Eight: Providing Electronic Customer Service
- The Advantages and Disadvantages of Electronic Communication
- Understanding Netiquette
- Tips and Tricks
- Examples: Chat or e-mail
Module Nine: Recovering Difficult Customers
- De-Escalating Anger
- Establishing Common Ground
- Setting Your Limits
- Managing Your Own Emotions
Module Ten: Understanding When to Escalate
- Dealing with Vulgarity
- Coping with Insults
- Dealing with Legal and Physical Threats
Module Eleven: Ten Things You Can Do To WOW Every Time
- Ten Tips
Module Twelve: Wrapping Up
- Words from the Wise
- Review of Parking Lot
- Lessons Learned
- Completion of Action Plans and Evaluations
What is customer service?
"Customer service is the provision of service to customers before, during and after a purchase. The perception of success of such interactions is dependent on employees "who can adjust themselves to the personality of the guest""
Why choose our online training courses?
All our e-learning courses can be accessed on any electronic/computerised device. You can study at work or at home, in your own time and at your own pace!
- Easy to follow and understand
- Only 4 to 6 hours recommended study time
- 1 year access to course & learning materials
- Access your course anytime, anywhere & on any device
- Complete course on desktop computer, laptop, tablet or smartphone
- Additional references and downloadable materials available
Course accreditation
The content of this online training course has been independently certified as conforming to universally accepted Continuous Professional Development (CPD) guidelines.
Certificate in Customer Service - Online Training Course & Certification – CPD Accredited
Who is this course for?
Our leadership, management and soft skills e-learning courses are suitable for those looking to improve their skills and advance their career.
Requirements
Access to desktop, laptop, tablet or smartphone device.
Career path
Our management, leadership and online courses range from introductory modules at Level 1 to advanced and expert modules up to Level 6.
All our e-learning modules count towards CPD hours for professionals in various sectors to meet mandatory and statutory requirements.
Questions and answers
How long is the training course for?
Answer:Hello Nicole, Thank you for your enquiry. The duration depends on the learner's prior knowledge of the subject matter. However, all our online courses are self-paced, therefore learners can take as long as they need within the 365-day access period. It may generally take about an hour or more to complete the course in one sitting or stop and resume when you need to. Should you require any further support, please do not hesitate to contact us. Kind regards, Tim Learnpac Support Team
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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.