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Learn How to Communicate more Clearly and Effectively with the Customers
You may already understand that top-notch customer service begins with knowing your customers and their needs, but do you know how to evaluate those customers, or better yet, what to do with the data once you have it? We'll take a look at that, as well as identify how your customer service stacks up right now, and how you can build on even the sharpest of service policies. Plus, learn how to communicate, resolve complaints, and foster winning traits in each of your reps, all in six easy weeks with this Certificate in Managing Customer Service Online Course.
Course Fast Facts:
- Only 6 weeks to complete this course
- Approximately only 2 to 4 hours per week of study is required
- This course is delivered 100% on-line and is accessible 24/7 from any computer or smartphone
- Instructors lead each course and you will be able to interact with them and ask questions
- You can study from home or at work at your own pace in your own time
- You can download printer friendly course material or save for viewing off line
- You will be awarded a certificate at completion of this course
How to study online course?
Upon enrolment an automated welcome email will be sent to you (please check your junk email inbox if not received as this is an automated email), in order for you to access your online course, which is Available 24/7 on any computer or smart mobile device. New courses start every month to ensure that we have the correct ratio of students to tutors available, please ensure you select a starting date when you go through our shopping cart, at checkout. The course is easy to follow and understand.
Through well-crafted lessons, expert online instruction and interaction with your tutor, participants in these courses gain valuable knowledge at their convenience. They have the flexibility to study at their own pace combined with enough structure and support to complete the course. And they can access the classroom 24/7 from anywhere with an Internet connection.
New sessions of each course run every month. They last six weeks, with two new lessons being released weekly (for a total of 12). The courses are entirely Web-based with comprehensive lessons, quizzes, and assignments. A dedicated professional instructor facilitates every course; pacing learners, answering questions, giving feedback, and facilitating discussions.
Recognition & Accreditation
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.
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There are 12 units of study
Winning Customer Service
Do you know what winning customer service looks like? If you're like most of us, you know it when you see it, but you may not be able to replicate it easily within your organization. Well, that will soon change as you learn what it takes to provide the best service the first time.
Customers are complex and multidimensional. But the success of your organization depends on how well you understand what customers want and meet their needs. So let's get to work finding out who your customers are and how you can serve them best.
If you've ever handled a customer complaint, you know how expectations play a large role in ultimate customer satisfaction. Learn what motivates customers and the best way to appeal to them the right way, the first time.
Customer Service: Why Do I?
A lot of organizations still have the so what mentality when it comes to superb customer service. But you won't be one of them, will you? There are a lot of benefits to ramping up your customer service, the least of which is making your current customers happy. Discover the secrets today.
The Decline (and Revival) of Customer Service
If you're like a lot of people, you've probably noticed that in some places, on some days, customer service seems to be a laughable misnomer. Ironically, the better our service, the greater our collective expectations for high quality follow-through and innovation. Learn about the decline and revival of customer service and see what you can do to capitalize on consumer expectations.
Moving Forward With The Four P's
Customers are happy when they get the right combination of product, price, and information. When you make the product available at the right time and place, you have a winning marketing mix—also known as the 4P's (product, price, place, and promotion). Today, you'll see how you can help your organization grow by harnessing the power of the P.
Traits of Outstanding Customer Reps
You may know already which of your reps are top performers, and which of them are lackluster. But do you know how to cultivate the best qualities in every rep on your team? You will after reading this lesson! Unlock the secrets to dangerously efficient and friendly customer service today.
Measuring Customer Service
It's great to know how to cultivate better service and how to pick the right team members, but it's also important to know how you measure the customer service you already provide every day. Join us for a simplified, user-friendly tour of the measurements and math behind your customer service counter.
Customer Service Communication
Your success in satisfying customers largely depends on the level of your communication skills. So in this lesson, we'll discuss the importance of clear and direct communication. Plus, you'll find out how to solve communication problems, especially the ones that happen all the time when you're doing business over the phone.
Helping Upset Customers
Today, you'll learn how to revive a troubled customer service program, deal with upset customers, and use technology to simplify your job duties. We'll also go over the steps to take when you face a difficult customer and review the use of call centers, e-mail, and the Internet.
Motivating Your Team Part I
Your team of customer service personnel could probably stand a little more training and a lot more encouragement. Luckily, you'll soon know how to take your employees to the next level with motivation strategies that really work.
Motivating Your Team Part II
As we close our course, it's important to reflect once again on how vital our customer service reps are to the company. Learn the best ways to reward and motivate them to treat their jobs as careers, and their customers as friends. As we all know, you only have one chance to make a first impression, and you don't want to waste it being busy or rude!
Who is this course for?
Upon course completion, students will receive a certificate that will serve as proof of their study in this field.
Students must have basic literacy and numeracy skills.
Open entry. Previous schooling and academic achievements are not required for entry into this course.
Students will need access to a computer and the internet.
Minimum specifications for the computer are:
Microsoft Windows XP, or later
OSX/iOS 6 or later
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
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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.