Customer Service Bundle, 3 Courses - RRP £747 Now Only £269 Limited Time

Get Customer Service, Stress Management and Handling a Difficult Customer in this Bundle

1. Customer Service: Techniques to Ensure 100% Customer Satisfaction

Each and every one of us serves customers, whether we realize 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 paychecks and keeping the company running. Or maybe you're a company owner, serving your staff and your customers.

By the end of this Customer Service Online Short Course, you will be able to:

• What Customer Service is
• How your attitude affects customers.
• How to identify and address the needs of your customers.
• How using excellent customer service can generate return business.
• How to build good will.
• How to provide customer service over the phone.
• How online tools can aid customer service.
• How to deal with difficult customers.

2. Handling a Difficult Customer: Learn How to Deal with Difficult Customers and Situations

Handling difficult customers may seem like a thankless job. Fortunately, you can develop skills to adapt to the challenges difficult customers pose and extend these skills to handling difficult people and situations throughout your daily life. By improving the focus of your thoughts and feelings, how you manage stress and how well you listen to and empathize with others, you will be better able to meet the challenges other people pose in both your professional and personal life.

By the end of this Handling a Difficult Customer Online Short Course, you will be able to:

• Cultivate a positive attitude
• Manage internal and external stress
• Develop abilities to listen actively and empathize
• Build a rapport with customers in person and over the phone
• Understand the diverse challenges posed by customers
• Develop strategies to adapt to challenging circumstances

3. Stress Management: How To Address and Overcome Stressfull Situations

Positive and negative stress is a constant influence on all of our lives. The trick is to maximize the positive stress and to minimize the negative stress. You will be shown how stress can be positive and negative, and we will look at the Triple A approach that will form the basis of this course.

The Stress Management course will give you a three-option method for addressing any stressful situation, as well as a toolbox of personal skills, including using routines, relaxation techniques, and a stress log system. You will also understand what lifestyle elements they can change to reduce stress.

By the end of this Stress Management Online Short Course, you will be able to:

• Identify the best approach to a stressful situation (Alter, Avoid or Accept)
• Understand what lifestyle elements you can change to reduce stress
• Use routines to reduce stress
• Use environmental and physical relaxation techniques
• Better cope with major events
• Use a stress log to identify stressors and create a plan to reduce or eliminate them

Receive Lifetime Access to Course Materials, so you can review at any time.

For comprehensive information on units of study click the units of study tab above.

This is an incredible opportunity to invest in yourself and your future, sharpen your training skills and learn what it takes to create your own success with Courses For Success Today!

Course Fast Facts:

1. All courses are easy to follow and understand
2. Only 6 to 8 hours of study is required per course
3. Unlimited lifetime access to course materials
4. Study as many courses as you want
5. Delivered 100% on-line and accessible 24/7 from any computer or smartphone
6. You can study from home or at work, at your own pace, in your own time
7. Download printer friendly course content
8. Certificates (IAOTS Accredited)

Course Delivery

Upon enrolment an automated email will be sent, advising you of our enrolment process (please check your junk email inbox if not received as this is an automated email), in order for you to access your online material, which is Available 24/7 on any computer or smart mobile device.

Recognition & Accreditation

These courses are internationally recognized and accredited by the International Association of Online Training Standards (IAOTS). The courses offered by Courses For Success are unique as they are taught in a step by step process enabling students to complete them quickly and easily, so that you can obtain your qualification sooner. All students who complete the course receive a certificate of completion. Courses For Success is committed to high completion rates and therefore 100% student satisfaction.

Receive Lifetime Access to Course Materials, so you can review at any time.

The Customer Service 3 Course Bundle includes the following courses, below is a summary of each course:

Course 1 - Certificate In Customer Service Online Course

Section One: Getting Started

• Objectives

Section Two: Who & What We Do

• Customers
• Internal Customers
• External Customers
• Customer Service?

Section Three: Attitude is a little thing

• Appearance
• Smile It’s Infectious
• Stay Awake
• Being Positive

Section Four: Customer Needs

• See things from a client's perspective
• Thinking Outside the Box
• Meeting Their Needs
• Going the Extra Mile

Section Five: Get Them to Come Back

• Following Up
• Dealing with Complaints
• Turn it Back in your Direction

Section Six: Face to Face Customer Service

• All from the comfort of your desk
• Using Body Language

Section Seven: Telephone Customer Service

• The Advantages and Disadvantages
• Telephone Etiquette
• Tips and Tricks for Providing Customer Service over the Phone

Section Eight: Electronic Customer Service

• The Advantages and Disadvantages
• Netiquette
• Email Etiquette: The Do’s and Don’ts of Email
• Tips and Tricks
• Electronic Ping Pong

Section Nine: Rescuing Difficult Customers

• Defuse Anger
• Common Ground
• Know Your Limits
• Know Your Limits
• Emotions

Section Ten: Escalation

• Abusive Customers
• Sticks & Stones
• Physical Threats

Section Eleven: Impress Customers Every Time

• Ten Tips to Impress Your Customer

Section Twelve: It’s a Wrap

• Food for Thought

Course 2 - Certificate In Handling a Difficult Customer Online Course

Module One: Getting Started

By the end of this course, you will be able to:

• Cultivate a positive attitude
• Manage internal and external stress
• Develop abilities to listen actively and empathize
• Build a rapport with customers in person and over the phone
• Understand the diverse challenges posed by customers
• Develop strategies to adapt to challenging circumstances

Module Two: The Right Attitude Starts with You

• Be Grateful
• Make Gratitude a Habit
• Keep Your Body Healthy
• Invoke Inner Peace

Module Three: Stress Management (Internal Stressors)

• Irritability
• Unhappiness With Your Job
• Feeling Underappreciated
• Not Well Rested

Module Four: Stress Management (External Stressors)

• Manage Your Work Space
• Loud Work Environment
• Co-Worker Relations
• Demanding Supervisor

Module Five: Transactional Analysis

• What is Transactional Analysis
• Parent
• Child
• Adult

Module Six: Why are Some Customers Difficult

• They Have Truly Had a Bad Experience and Want to Vent
• Want Someone to be Held Accountable
• They Have Truly Had a Bad Experience and Want Resolution
• They are Generally Unhappy

Module Seven: Dealing with the Customer Over the Phone

• Listen to the Customer’s Complaint
• Build Rapport
• Do Not Respond with Negative Words or Emotion
• Offer a Verbal Solution to Your Customer

Module Eight: Dealing with the Customer In Person

• Listen to the Customer’s Concerns
• Build Rapport
• Respond with Positive Words and Body Language
• Aside from Words

Module Nine: Sensitivity in Dealing with Customers

• Customers who are Angry
• Customers who are Rude
• Customers with Different Cultural Values
• Customers who Cannot be Satisfied

Module Ten: Scenarios of Dealing with a Difficult Customer

• Angry Customer
• Rude Customer
• A Customer from Another Culture
• An Impossible to Please Customer

Module Eleven: Following up With a Customer Once You Have Addressed Their Issue

• Call the Customer
• Send the Customer an Email
• Mail the Customer a Small Token
• Snail-Mail a Handwritten or Typed Letter

Module Twelve: Wrapping Up

Course 3 - Certificate In Stress Management Online Course

Module One - Getting Started

Module Two - Understanding Stress

• What is stress?
• What is eustress?
• Understanding the triple A approach

Module Three - Creating a Stress-Reducing Lifestyle

• Eating properly
• Exercising regularly
• Sleeping well

Module Four - Altering the Situation

• The first A
• Identifying appropriate situations
• Creating effective actions

Module Five - Avoiding the Situation

• The second A
• Identifying appropriate situations
• Creating effective actions

Module Six - Accepting the Situation

• The third A
• Identifying appropriate situations
• Creating effective actions

Module Seven - Using Routines to Reduce Stress

• Planning meals
• Organising chores
• Using a to-do list

Module Eight - Environmental Relaxation Techniques

• Finding a Sanctuary
• Using music
• Seeing the humor

Module Nine - Physical Relaxation Techniques

• Soothing stretches
• Deep breathing
• Tensing and relaxing
• Meditation

Module Ten - Coping with Major Events

• Establishing a support system
• Creating a plan
• Knowing when to seek help

Module Eleven - Our Challenge to You

• Creating a stress log
• Week One: Recording events
• Week Two: Identifying stressors and creating a plan
• Week Three: Creating new habits

Module Twelve - Wrapping Up

Recommended for people who want to learn over the phone techniques, dealing with difficult customers, and generating return business.

Entry requirements

Students must have basic literacy and numeracy skills.

Minimum educational

Open entry. Previous schooling and academic achievements are not required for entry into this course.

Computer requirements

Students will need access to a computer and the internet.

Students will also need access the following applications:

Adobe Acrobat Reader

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

Certificate of completion

Digital certificate - Included