Certificate in Customer Service - Online CPD Accredited Training Course

Certificate in Customer Service - Online CPD Accredited Training Course

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 (4-6 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

Course accreditation

The content of this online training course has been independently certified as conforming to universally accepted Continuous Professional Development (CPD) guidelines.

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 skill-set 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!

1. Easy to follow and understand
2. Only 4 to 6 hours recommended study time
3. 1 year access to course & learning materials
4. Access your course anytime, anywhere & on any device
5. Complete course on desktop computer, laptop, tablet or smartphone
6. Additional references and downloadable materials available

Certificate in Customer Service - Online CPD Accredited Training Course

Our leadership, management and soft skills e-learning courses are suitable for those looking to improve their skills and advance their career.

Access to desktop, laptop, tablet or smartphone device.

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

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