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Client Services Manager - CPD Accredited

Exam Included . CPD Accredited Qualification . Lifetime access . Immediate Result


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Summary

Price
Save 89%
£19 inc VAT (was £175)
Offer ends 14 December 2019
Study method
Online, self-paced
Duration
21 Hours
Access to content
Lifetime access
Qualification
15 CPD points / hours
Additional info
  • Tutor is available to students

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Overview

Client service managers, also known as customer care managers and client relations managers, are responsible for handling client queries and complaints in a professional and helpful manner. They also implement strategies for improving customer service and manage clients. If you’re considering a career in client service management, then this Client Services Manager course is for you.

In this course, you will learn the value of excellent customer service, master the art of business communication and learn how to identify your clients’ needs. You will also get step-by-step training on how to resolve client queries, complaints and requests. Throughout, you will develop your business communication skills, to be able to build and maintain strong working relationships that will leave lasting impressions.

Learning Objective:

  • Maintain strong working relationships with clients and understand their needs
  • Be able to implement effective customer service policies and procedures
  • Sharpen your active listening and interpersonal communication skills
  • Learn how to monitor and measure customer service satisfaction levels
  • Understand how to deal with client requests and queries professionally
  • Master the art of business communication with our step-by-step training
  • Familiarise with the goal-setting process and how to create practical targets
  • Take steps to become a fully certified client services manager and enrol today!

Course media

Description

Course Curriculum

What will you learn in this Client Services Manager:

***Customer Service Training***

Understanding Customer Service

  • Understanding Customer Service
  • Identifying Customer Expectations
  • Providing Excellent Customer Service

Focusing on the Customer

  • Focusing on the Customer

Customer Service and the Telephone

  • Customer Service and the Telephone

Handling Complaints

  • Handling Complaints

Enduring Stress

  • Enduring Stress

Business Communication

  • Identifying Basic Communication Techniques
  • Formal and Informal Communication

Verbal and Non-verbal Communication

  • Describing Verbal and Non-verbal Communication
  • Understanding Body Language
  • Making Effective Presentations
  • Fundamentals of Productive Meetings

Written Communication

  • Written Communication

Electronic Communication

  • Electronic Communication

Communicating with Graphics

  • Creating Graphics for Business Communication
  • Communicating Static Information
  • Communicating Dynamic Information

Effectively Working for Your Boss

  • Representing Your Boss
  • Communicating Your Boss’s Decisions
  • Supporting Your Boss and Colleagues
  • Building a Partnership with Your Boss

Identifying Goals

  • Identifying Goals

Effective Energy Distribution

  • Energy Distribution
  • Time Logs

Working with Your Personal Style

  • Personal World View
  • Strengths

Building Your Toolbox

  • A Building Your Toolbox

Establishing Your Action Plan

  • Establishing Your Action Plan

Getting Started with Word

  • Navigate in Microsoft Word
  • Create and Save Word Documents
  • Manage Your Workspace
  • Edit Documents
  • Preview and Print Documents
  • Customize the Word Environment

Formatting Text and Paragraphs

  • Apply Character Formatting
  • Control Paragraph Layout
  • Align Text Using Tabs
  • Display Text in Bulleted or Numbered Lists
  • Apply Borders and Shading

Working More Efficiently

  • Make Repetitive Edits
  • Apply Repetitive Formatting
  • Use Styles to Streamline Repetitive Formatting Tasks

Managing Lists

  • Sort a List
  • Format a List

Adding Tables

  • Insert a Table
  • Modify a Table
  • Format a Table
  • Convert Text to a Table

Inserting Graphic Objects

  • Insert Symbols and Special Characters
  • Add Images to a Document

Controlling Page Appearance

  • Apply a Page Border and Color
  • Add Headers and Footers
  • Control Page Layout
  • Add a Watermark

Preparing to Publish a Document

  • Check Spelling Grammar and Readability
  • Use Research Tools
  • Check Accessibility
  • Save a Document to Other Formats

Getting Started with Microsoft Office Excel 2016

  • Navigate the Excel User Interface
  • Use Excel Commands
  • Create and Save a Basic Workbook
  • Enter Cell Data
  • Use Excel Help

Performing Calculations

  • Create Worksheet Formulas
  • Insert Functions
  • Reuse Formulas and Functions

Modifying a Worksheet

  • Insert, Delete, and Adjust Cells, Columns, and Rows
  • Search for and Replace Data
  • Use Proofing and Research Tools

Formatting a Worksheet

  • Apply Text Formats
  • Apply Number Format
  • Align Cell Contents
  • Apply Styles and Themes
  • Apply Basic Conditional Formatting
  • Create and Use Templates

Printing Workbooks

  • Preview and Print a Workbook
  • Set Up the Page Layout
  • Configure Headers and Footers

Managing Workbooks

***Handling a Difficult Customer***

  • The Right Attitude Starts with You
  • Stress Management (Internal Stressors)
  • Stress Management (External Stressors)
  • Transactional Analysis
  • Why are Some Customers Difficult
  • Dealing with the Customer Over the Phone
  • Dealing with the Customer In Person
  • Sensitivity in Dealing with Customers
  • Scenarios of Dealing with a Difficult Customer
  • Following up With a Customer Once You Have Addressed Their Issue

***Retail Customer Service***

  • Introduction To Retail Customer Service
  • Understanding Customer Expectations
  • Customer Value And Satisfaction
  • Customer Service And Customer Satisfaction In Retailing
  • Importance of measuring customer satisfaction
  • Strategic Management
  • Types of Decision making Process
  • Provide Customer Service Excellence To The External Customer
  • Provide Customer Service Excellence To The Internal Customer
  • Standards of Performance
  • The Retail Marketing Mix
  • Levels Of Customer Satisfaction
  • Brand Loyalty
  • Customer Satisfaction Questionnaire

Certification

After successfully completing the course, you will be able to obtain the certificates. You can claim a PDF certificate by paying a little processing fee of £2. There is an additional fee to obtain a hardcopy certificate which is £9.

Who is this course for?

This training program is suitable for those who work in client-facing roles and want to take their knowledge to the next level by progressing to management level.

Career path

On successful completion of this course, learners will have the practical skills and knowledge to progress to senior client-based roles such as:

  • Client Services Manager
  • Client Services and Events Administrator
  • Head of Client Services
  • Client Services Coordinator
  • Service Delivery Manager
  • Client Services Consultant

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