Customer Service

Providing excellent customer service is essential to the long-term viability of every business. Diploma in Customer Service course introduces the fundamental elements of customer service and explains how they can be applied in any organization. Following this, it describes how a business can develop its customer service to the highest level.

This Customer Service Diploma will be the ideal solution and the easiest course you will experience. We will offer you the opportunity to study 24/7 wherever you are in the world. This course is opened to anyone with an interest in the topic and give you access to world-class learning led by 1Training International.

• Free E-certificate (No additional cost for E-certificates)

Why should I choose 1Training?

• Free both e-certificate and printed certificate
• Accredited qualification
• Excellent quality video tutorials
• Get Tutor support Monday-Friday
• Get one year's access to the course
• Get support by phone, live chat, and email
• Join our friendly online learning platform
• Our Course is fully compatible with PC’s, Mac’s, Laptop, Tablet and Smartphone devices. So, you can access your course on Wi-Fi, 3G or 4G.

When you enroll for this programme, you will additionally receive two CPD accredited courses for free from 1Training. You have the opportunity to choose your preferred courses from a recommended list, and earn more CPD Points/Hours to your portfolio. The courses that you can choose from have been indicated on our suggested course below.

• Administrative HRM Training
• Business and Administration
• Business and Administrative Management Diploma
• Certificate in Money Laundering - Level 3
• Certificate in Sports Management - Level 3
• Communication and Management - Level 3
• Diploma in Advanced Communication Skills - Level 3
• Diploma in Affiliate Marketing - Level 4
• Diploma in Cash Management - Level 3
• Diploma in Customer Service

What skills am I going to get from this course?

• By enrolling to this course, you’ll identify the benefits of great customer service.
• In this course, you’ll recognize barriers to the delivery of outstanding customer service.
• This course will teach you about different customer behaviour styles.
• On completion of this course, you’ll learn how to measure customer satisfaction level.
• Having this course, you’ll become masters of customer service techniques.
• Logging in to this course, will develop your telephone etiquettes and techniques.
• In this course, will gain your techniques for dealing with angry customers.
• At the end of this course, you’ll develop a personal action plan to improve your customer service skills.

Course Duration:

Learners will have 365 days access to their chosen course. The course is self-paced so you decide how fast or slow the training goes. If you need to extend your course access duration, it can be done at any time by extending your subscription.

COURSE CURRICULUM

[Module 01] Customer Service Principles

• The Value of Customer Good Service
  
  • Building rapport
  • Exceeding expectations
  • Solving problems
  • Measuring your success
• Enhancing Customer Relationship
  
  • Benefits of building rapport with customers
  • Techniques to build rapport
  • Positive tone and body language
• Dealing with Customer Expectation
  
  • Basic customer needs
  • Listening: Face-to-face
  • Listening: Over the phone
  • Listening: Over email
  • Listening barriers
• Problem Solving
  
  • Defusing a customer’s anger
  • Negative impacts on attitude
  • Attitude anchors
  • Maintenance anchors

• Success of Customer Service
  
  • Customer service data
  • Performance metrics
  • Productivity metrics
  • Quality metrics
  • Perception metrics
• Exercise Files- Customer Service Principles

[Module 02] Customer Service Essentials

• Getting started
• Who we are and what we do
• Establishing your attitude
• Identifying and addressing customer needs
• Generating return business
• In-person customer service

[Module 03] Setting Customer Service Goals & Objectives

• Locke’s goal-setting theory : Using goals to advance motivation
• Setting business department goals

[Module 04] Communication Skills for Customer Service

• What is customer service? Definition, types, and roles in marketing
• Effective listening: definition and obstacles
• Becoming a better listener: tips and strategies

[Module 05] Customer Service Techniques

• Customer Awareness
  
  • Dunning-Kruger effect
• Improving Your Customer Service Leadership
  
  • Leadership: Leaders and their role in organizations
  • Leadership orientation: Task-oriented and people-oriented
  • Managing a diverse workforce in contemporary organizations
  • How to empower employees and improve employee performance
• Building Teamwork for Customer Service
• Exercise Files- Customer Service Techniques

[Module 06] How to Manage Customer Service Team

• Managing Customer Service Quality
  
  • Voice of the customer
• Improving Service Delivery
  
  • Prioritizing customer value
  • Make it simple

[Module 07] Improving Your Customer Service Leadership

• Leadership: Leaders and their role in organizations
• Leadership orientation: Task-oriented and people-oriented
• Managing a diverse workforce in contemporary organizations
• How to empower employee and improve employee performance

[Module 08] Leading Customer Service Team

• Characteristics of effective teams: Examples and qualities
• Becoming a cohesive group
• Four functions of management
• Leading as a function of management

[Module 09] Teamworking and Team Building

• Getting started
• Defining success
• Types of teams
• The first stage of team development – Forming
• The second stage of team development – Storming
• The third stage of team development – Norming

[Module 10] Handling Customer Complains

• Best practice study
• Telephone complaint management
• Market to complaint management?

[Module 11] How to Work with Unhappy Customers

• Dealing with Angry Customers
• Learning from Angry Customers
• Exercise Files- How to Work with Unhappy Customers

[Module 12] How to Gain Back Lost Customers

• How to Gain Back Lost Customers

[Module 13] Telephone Techniques

• Telephone techniques: Greeting
• Telephone techniques: Angry callers
• Telephone techniques: Phone etiquette
• Telephone techniques: Taking calls
• Telephone techniques: Taking messages

[Module 14] Telephone Etiquette

• Getting started
• Aspects of phone etiquette
• Using proper phone language
• Eliminate phone distractions
• Inbound calls

[Module 15] Telephone Customer Service

• Customer service: The telephone connection

[Module 16] Power of Telephone Courtesy

• Taking a message
• Answer and transfer
• Your voicemail greeting
• Leaving a message
• Problem calls
• Customer service calls

[Module 17] Internal Customer Service

• Business etiquette in the workplace and beyond
• Major job attitudes: Satisfaction, commitment, engagement and more
• Interpersonal skills in the workplace: Examples and importance
• Workplace communication: Importance, strategies and examples
• Decision making styles: Directive, analytical, conceptual and behavioral
• Conflict resolution

[Module 18] Customer Service at Call Centres

• The CSR – A Powerful Choice
  
  • Self-assessment
  • You are the organization
  • The CSR’s job
  • The quality call
• Getting the Professional Edge
  
  • Manage conversations
  • Maintain knowledge
  • Be a team player
  • Remain customer-focused
• All Important Customers
  
  • Understanding the customer
  • Analytical or assertive?
  • What do customers need?
• Building Your Skills
  
  • Listening effectively
  • Extending common courtesy
  • Avoiding the wrong impression
  • Using common language
  • Gathering customer information
• Building Your Skills with Technology
  
  • Managing the technology
  • Writing effective E-mail
  • E-mail aptitude
• Managing your Attitude
  
  • Attitude: An important asset
  • The impact of your attitude
  • Plan for self-improvement
  • Conclusion

[Module 19] Social Intelligence

• Getting started
• Increase your self awareness
• The keys to empathy
• Active listening
• Insight on behavior
• Communication
• Social cues (1)
• Social cues (2)
• Conversation skills

[Module 20] Negotiation Skills

• Getting started
• Understanding negotiation
• Getting prepared
• Laying the groundwork
• Phase one - exchanging information

[Module 21] Time Management

• Getting started
• Setting SMART goals
• Prioritizing your time
• Planning wisely
• Tackling procrastination
• Crisis management

[Module 22] Work Life Balance

• Getting started
• Benefits of a healthy balance
• Signs of an imbalance
• Employer resources

[Module 23] Stress Management at Workplace

• Getting started
• Understanding stress
• Creating a stress-reducing lifestyle
• Altering the situation
• Avoiding the situation

[Module 24] Safety in the Work Place

• Getting started
• An overview
• Types of hazards
• Managers role
• Training

• Job hunters & School leavers
• College or University student & graduates
• Personal assistant & Receptionist
• Secretary or Assistant for a company director
• New or Temporary staff
• Office Administrators & Office managers
• Office clerk, Marketing assistant or Marketing manager
• Customer service team member or supervisor
• Customer Service Team Leader or Customer Relations Advisor
• Sales or Hotel manager

What Certification am I going to receive?

Those who successfully pass this course will be awarded a Customer Service Diploma. Anyone eligible for certification will receive both FREE e-certificate (PDF format), and printed certificate.

How will I be assessed?

• At the end of the course learners will take an online multiple choice question assessment test. This online multiple choice question test is marked automatically so you will receive an instant grade and know whether you have passed the course.
• Those who successfully pass this course will be awarded a free e-certificate, and only need to pay £19 for your printed certificate.

• This course requires no formal prerequisites and this certification is open to everyone.

There are different paths in which your career could develop. You can be a;

• Customer Service Supervisor
• Contract Centre Supervisor
• Customer Service Team Leader
• Customer Relations Advisor
• Hotel Manager
• Sales Manager
• Customer Service Manager

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