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Customer Service Training: Critical Elements of Customer Service

Online based course with study materials, tutor support and certificate included.


Churchill Square Training and Development

Summary

Price
£24 inc VAT
Study method
Online
Duration
4 hours · Self-paced
Qualification
No formal qualification
Certificates
  • Certificate of completion - Free
Additional info
  • Tutor is available to students

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Overview

While many companies promise to deliver an incredible customer experience, some are better at delivering than others. This course is designed around six critical elements of customer service that, when the company lives them, bring customers back to experience service that outdoes the competition.

FREE Self Study Guide in PDF format to accompany the course and enable you to refer back to the content in the future.

Description

What Will Students Learn?

  • Demonstrate a customer service approach
  • Understand how your own behavior affects the behavior of others
  • Demonstrate confidence and skill as a problem solver
  • Apply techniques to deal with difficult customers
  • Make a choice to provide customer service

What Topics are Covered?

  • What is customer service? Who are your customers?
  • Meeting expectations
  • Setting goals
  • Communication skills and telephone techniques
  • Dealing with difficult customers and people
  • Dealing with challenges assertively
  • Dealing with stress
  • The first critical element: A customer service focus
  • The second critical element: Defined in your organization
  • The third critical element: Given life by employees
  • The fourth critical element: Be a problem solver
  • The fifth critical element: Measure it
  • The sixth critical element: Reinforce it

Who is this course for?

Recommended for any employees who have to deal with customers.

Questions and answers

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Certificates

Certificate of completion

Digital certificate - Included

Reviews

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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.