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Customer Service

Customer Service Level 6 Certificate is best online course, tutor support and Quiz based exam included


UK Professional Development Academy LTD

Summary

Price
Save 99%
£10 inc VAT (was £750)
Offer ends 24 January 2020
Study method
Online, self-paced
Access to content
Lifetime access
Qualification
100 CPD points / hours
Additional info
  • Exam(s) / assessment(s) is included in price
  • Tutor is available to students

2 students purchased this course

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Overview

Customer Service Certificate - Level 6 CPD Accredited

Customer service is the basic need of every organisation to communicate with their customers as well as their employees, customer service lead organisation to be well known among customers, Customer Care. Organisations can easily promote their products if they have strong customer services, salary packages in the customer service sector are very high. customer service course provides the learner with a technique to be familiar in the market and handle their customers to control organisation sales and problems.

The aim of this Customer Services course is to provide Training Candidate with the basic Understanding toward the Customer Services and State what is the difference between Customer Services and customer support. Another aims to Customer Services certificate is to develop understanding of candidate in identifying customers and use outstanding customer service to generate return business.

Enhance the knowledge and skills of Customer Services and Support through UK PD Academy’s. The UK PD Academy has successfully included the Customer Services certification program into online portal and now offers the candidates a golden opportunity to enroll on Customer Services Training course.

Course media

Description

Customer Service Learning Objectives

Some of the Key Learning Objectives of Customer Services Level 6 Training course is:

  • State what customer service means in relation to all your customers, both internal and external
  • Recognize how your attitude affects customer service
  • Identify your customers’ needs
  • Use outstanding customer service to generate return business
  • Build goodwill through in-person customer service
  • Provide outstanding customer service over the phone
  • Connect with customers through online tools
  • Deal with difficult customers

Course Outline

Modules Outline Customer Service Skills Diploma (Level 5)

Module 1: Customer Service

  • State what customer service means in relation to all your customers, both internal and external
  • Recognize how your attitude affects customer service
  • Identify your customers’ needs
  • Use outstanding customer service to generate return business
  • Build good will through in-person customer service
  • Provide outstanding customer service over the phone
  • Connect with customers through online tools
  • Deal with difficult customers

Module 2: Customer Support

  • Define customer support
  • Know the different venues for customer support
  • Recognize challenges of customer support
  • Learn different applications
  • Know proper forms of documentation
  • Learning to be proactive in customer support

Module 3: Communication Strategies

  • Understand what communication is
  • Identify ways that communication can happen
  • Identify barriers to communication and how to overcome them
  • Develop their non-verbal and par verbal Customer Service Skills
  • Use the STAR method to speak on the spot
  • Listen actively and effectively
  • Ask good questions
  • Use appreciative inquiry as a communication tool
  • Adeptly converse and network with others

Module 4: Call Center Training

  • Define and understand call center strategies.
  • Identify different types of buying motivations.
  • Create SMART Goals.
  • Familiarize myself with strategies that sharpen effective communication.
  • Use proper phone etiquette.
  • Set benchmarks.

Module 5: Coaching Sales People

  • Understand the definition of coaching
  • Identify and monitor key information
  • Communicate effectively
  • Use coaching techniques
  • Avoid common mistakes

Module 6: Contact Center Training

  • How to get management involved in training.
  • Why peer training works.
  • That manners are important with a contact center.
  • How to build rapport with the callers.
  • How to deal with difficult customers.

Module 7: Handling Difficult Customers

  • 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 8: Meeting Management

  • Planning and Preparing
  • Identifying the Participants
  • How to choose the time and place
  • How to create the agenda
  • How to set up the meeting space
  • How to incorporate your electronic options
  • Meeting Roles and Responsibilities
  • Use an agenda
  • Chairing a Meeting
  • How to deal with disruptions
  • How to professionally deal with personality conflicts
  • How to take minutes
  • How to make the most of your meeting using games, activities and prizes

Module 9: Negotiation Skills

  • Understand the basic types of negotiations, the phases of negotiations, and the skills needed for successful negotiating
  • Understand and apply basic negotiating concepts: WATNA, BATNA, WAP, and ZOPA
  • Lay the groundwork for negotiation
  • Identify what information to share and what to keep to yourself
  • Understand basic bargaining techniques
  • Apply strategies for identifying mutual gain
  • Understand how to reach consensus and set the terms of agreement
  • Deal with personal attacks and other difficult issues
  • Use the negotiating process to solve everyday problems
  • Negotiate on behalf of someone else

Module 10: Sales Team Motivation

  • Discuss how to create a motivational environment
  • Understand the importance of communication and training in motivating sales teams
  • Determine steps your organization can take to motivate sales team members
  • Understand the benefits of tailoring motivation to individual employees
  • Apply the principles of fostering a motivational environment to your own organization

Course / Training Format

After successful enrolment, learner will get access to UKPDA Learning Platform, where all the study material / Training Manual will be available. Learning Platform can be accessed 24/7 anywhere, anytime.

Training Manual contains several modules, each having specific knowledge and case study at the end. All the courses material will be in the form of texts (images/illustrations), and there are no video or live lectures during the training course.

The Test (MCQ’s) will be based on modules of Training Manual.

Assessment

After studying through the training manual, Learner will have to attempt Final Test (online multiple-choice test – 2 attempts), if necessary, may attempt the test third times at no extra cost. Your test will be assessed automatically and straightaway so that you will directly know whether you have been successful or not. The passing score is 75%. You can retake the Test in the case of not being successful at first attempt.

Before attempting your Final Test, you will have the opportunity to test your proficiency with a Mock Test (online multiple-choice test - Unlimited attempts).

All test(s) / Assessment(s) are online and are taken either through or after the course; these are included in the course price.

Duration

The minimum time period to complete this training is 4 Weeks. But it is self-paced course, and the duration of completion depends on the learner’s pace and ability to give time to study.

Learners will have access to their Training via Learning Platform for up to 12 months from the date of enrolment. During this period, flexibility will be given to learners for completing the course at any time.

Certificate

Upon successfully passing the Final Assignment(s) / Final Test Learner needs to pay for Certificate of Completion from UKPDA either in PDF format or Hardcopy.

Certificate of Completion (PDF format) = £40

Certificate of Completion (Hardcopy) = £65 + postage charges Local £9, International £14

Who is this course for?

Customer Services Training course is purposely designed for the managers and customer support officers to connect with their employees and customers on an emotional level and motivate them to focus on their work and how to reach their personal and company goals. Without any prior knowledge in Customer Services the learners can take this course and in addition to this there are no age restrictions. Thus anyone who is passionate and ambitious about Customer Support can take the course. There are no specific dates or deadlines for admission and you can enrol anytime on this course.

Requirements

There are no precise requirements for Customer Services Training Certificate as no prior knowledge and experience of Customer Services and handling customer’s emotions is required.

Students seeking to enrol for this course should meet the following requirements;

  • Basic knowledge of English Language & Basic Computer Skills
  • Be age 16 years or above

Career path

Career Paths

After taking this course you will be eligible for number of career paths such as;

  • Administrative Officer
  • Customer Support Officer
  • Business Development Officer

Questions and answers

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