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Customer service skills cover image

Customer service skills
Laser Learning

Continuous professional development (CPD) online course for customer service staff

Summary

Price
£25 inc VAT
Study method
Online
Duration
2 hours · Self-paced
Qualification
No formal qualification
Certificates
  • Certificate of completion - Free
3 students purchased this course

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Overview

Understand customer needs, wants, and expectations, and different types of customers.

Learn about policies, procedures, and legal and ethical requirements. Know the essentials for delivering customer service face-to-face, on the phone, over email, via social media and live chat.

Certificates

Certificate of completion

Digital certificate - Included

Description

Learning outcomes

  • The learner will understand how legislation, such as the Data Protection Act and the Equality Act, relates to a customer service role
  • The learner will know how to meet customer needs and be given tips for exceeding expectations
  • The learner will understand the importance of delivering on promises to the customer, and will know not to over-promise or making decisions outside of the limits of their authority
  • The learner will learn about the communication and negotiation skills often needed in customer service

Advantages of this course

  • The service offer is the extent and limits of the customer service that an organisation is offering. This may vary from organisation to organisation, and also from product to product. Often, customers will ask about the features or benefits of a product, or request additional features, and it is essential that you have the knowledge to answer them, or know how to seek information and obtain help if you are unsure. This course will give you the confidence to handle customer questions and requests, and know what to say when you don’t have the answer to hand or the authority to handle the request.
  • This course also gives guidance on customer interactions through social media platforms or a live chat function
  • Websites and video resources are utilised to explain how to deliver great customer service to all customers – internal and external
  • Additional activities encourage the learner to reflect on the learning
  • There is also suggested extra reading that gives both practical information and links to websites to expand knowledge

On successful completion of this course, you will receive a Laser e-Certificate (included in the course price).

After purchasing this course on Reed, a customer service representative from Laser Learning will email you with instructions on how to access your course on the Laser Short Course website.

If the purchase was made within business hours, you should expect your email within 1-2 hours. If your purchase was made outside of business hours, you should expect your email the next working day.

Who is this course for?

This short course is perfect for staff in a customer facing role, or those preparing for a job in customer service.

Requirements

A computer, mobile, or tablet and an internet connection

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Legal information

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.

FAQs

Study method describes the format in which the course will be delivered. At Reed Courses, courses are delivered in a number of ways, including online courses, where the course content can be accessed online remotely, and classroom courses, where courses are delivered in person at a classroom venue.

CPD stands for Continuing Professional Development. If you work in certain professions or for certain companies, your employer may require you to complete a number of CPD hours or points, per year. You can find a range of CPD courses on Reed Courses, many of which can be completed online.

A regulated qualification is delivered by a learning institution which is regulated by a government body. In England, the government body which regulates courses is Ofqual. Ofqual regulated qualifications sit on the Regulated Qualifications Framework (RQF), which can help students understand how different qualifications in different fields compare to each other. The framework also helps students to understand what qualifications they need to progress towards a higher learning goal, such as a university degree or equivalent higher education award.

An endorsed course is a skills based course which has been checked over and approved by an independent awarding body. Endorsed courses are not regulated so do not result in a qualification - however, the student can usually purchase a certificate showing the awarding body's logo if they wish. Certain awarding bodies - such as Quality Licence Scheme and TQUK - have developed endorsement schemes as a way to help students select the best skills based courses for them.
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