Customer Support Training Bundle, 4 Courses - RRP £995 Now Only £495 Limited Time

Become an Expert in Customer Service and Increase Productivity

Customer Support Training Bundle is a great tool to enhance and improve your customer service team's support. It gives you details and guide to perfectly execute your plans and provide great customer service in order to improve productivity and gain positive result.

This wonderful bundle consists of 4 courses, Certificates in Call Center Training, Customer Service, Handling Difficult Customer and Telephone Etiquette.

Starting with Call Center Training course, employees who know how to handle the great variety of situations that present themselves with skill and professionalism will be an asset to the organization as well as being able to profit themselves in terms of salaries and performance bonuses. Also the Customer Service course will look at all types of customers and how we can serve them better and improve ourselves in the process. You will be provided a strong skillset including in-person and over the phone techniques, dealing with difficult customers, and generating return business.

Follow it up with Handling Difficult Customer. This would develop your skills to adapt to the challenges difficult customers pose and extend these skills to handling difficult people and situations throughout your daily life. This course offers guidelines and examples on how to handle different types of challenging customers that you will face, along with specific approaches that can make those interactions not only less challenging, but more rewarding as well.

And finally, the Telephone Etiquette Course. With our this course, you will begin to see how important it is to develop better telephone communication skills. By improving how you communicate on the telephone and improve basic communication skills, you will improve on almost every aspect of their career.

For a comprehensive list of all courses available simply click the units of study tab.

This is an incredible opportunity to invest in yourself and your future, learn the most important managerial skills to take Your Career to the Next Level 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
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)

How to study online course?

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.

Customer Support Training Bundle consists of 4 courses, below is a summary of each course:

Course 1: Certificate In Call Centre Training Online Course

Review

• Defining buying motives
• Establishing a call strategy
• Prospecting
• Qualifying
• Getting beyond the gate keeper
• Controlling the call
• Difficult customers
• Reporting
• Preparation
• Building rapport
• Speaking clearly - tone of voice
• Effective listening
• Self - Assessments
• Utilizing sales scripts
• Making the script your own
• The sales dashboard
• S = Situation
• T = Task
• A = Action
• R = Result
• Open questions
• Closed questions
• Ignorant redirection
• Positive redirection
• Negative redirection
• Multiple choice redirection
• Benchmark metrics
• Performance breakdown
• Implementing improvements
• Benefits
• The importance of goals
• SMART goals
• Staying committed
• Motivation
• Overcoming limitations
• Six success factors
• Staying customer focused
• The art of telephone persuasion
• Telephone selling techniques
• Knowing when it's time to close
• Closing techniques
• Maintaining the relationship
• After the sale

Course 2: Certificate In Customer Service Online Course

Review

• Objectives
• Customers
• Internal Customers
• External Customers
• Customer Service?
• Appearance
• Smile It’s Infectious
• Stay Awake
• Being Positive
• See things from a client's perspective
• Thinking Outside the Box
• Meeting Their Needs
• Going the Extra Mile
• Following Up
• Dealing with Complaints
• Turn it Back in your Direction
• All from the comfort of your desk
• Using Body Language
• The Advantages and Disadvantages
• Telephone Etiquette
• Tips and Tricks for Providing Customer Service over the Phone
• The Advantages and Disadvantages
• Netiquette
• Email Etiquette: The Do’s and Don’ts of Email
• Tips and Tricks
• Electronic Ping Pong
• Defuse Anger
• Common Ground
• Know Your Limits
• Know Your Limits
• Emotions
• Abusive Customers
• Sticks & Stones
• Physical Threats
• Ten Tips to Impress Your Customer

Course 3: Certificate In Handling a Difficult Customer Online Course

Review

• 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
• Be Grateful
• Make Gratitude a Habit
• Keep Your Body Healthy
• Invoke Inner Peace
• Irritability
• Unhappiness With Your Job
• Feeling Underappreciated
• Not Well Rested
• Manage Your Work Space
• Loud Work Environment
• Co-Worker Relations
• Demanding Supervisor
• What is Transactional Analysis
• Parent
• Child
• Adult
• 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
• Listen to the Customer’s Complaint
• Build Rapport
• Do Not Respond with Negative Words or Emotion
• Offer a Verbal Solution to Your Customer
• Listen to the Customer’s Concerns
• Build Rapport
• Respond with Positive Words and Body Language
• Aside from Words
• Customers who are Angry
• Customers who are Rude
• Customers with Different Cultural Values
• Customers who Cannot be Satisfied
• Angry Customer
• Rude Customer
• A Customer from Another Culture
• An Impossible to Please Customer
• Call the Customer
• Send the Customer an Email
• Mail the Customer a Small Token
• Snail-Mail a Handwritten or Typed Letter

Course 4: Certificate In Telephone Etiquette Online Course

Review

• Course Objectives
• Phrasing
• Tone of Voice
• Speaking Clearly
• Listen to the Caller
• Please and Thank You
• Do Not Use Slang
• Avoid Using the Term “You”
• Emphasize What You Can Do, Not What You Can’t
• Avoid Eating or Drinking
• Minimize Multi-Tasking
• Remove Office Distractions
• Do Not Let Others Interrupt You
• Avoid Long Greeting Messages
• Introduce Yourself
• Focus on Their Needs
• Be Patient
• Be Prepared
• Identify Yourself and Your Company
• Give Them the Reason for the Call
• Keep Caller Information Private
• Stay Calm
• Listen to Their Needs
• Never Interrupt
• Identify What You Can Do for Them
• Transferring Calls
• Placing Callers on Hold
• Taking Messages
• End the Conversation
• Ensure the Voicemail Has a Proper Greeting
• Answer Important Messages Right Away
• Ensure Messages are Delivered to the Right Person
• When Leaving a Message for Others
• Group Training
• One-on-One Training
• Peer Training
• Job Shadowing
• Screening Calls
• Employee Evaluations
• Peer Monitoring
• Customer Surveys

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