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Introduction to Customer Service

Blended virtual classroom course

Hemsley Fraser

Summary

Price
£750 inc VAT
Study method
Online + live classes
Duration
3 hours · Full-time
Qualification
No formal qualification
Certificates
  • Certificate of completion - Free
Additional info
  • Tutor is available to students

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Overview

Be inspired to think about the customer service you provide and learn how to apply best practice techniques to develop and support long-lasting customer relationships.

This practical course will provide you and your organisation with an overview of the best practice skills required to exceed your customers’ expectations. You will leave the course with a personal action plan for delighting customers, both internal and external. You will also take away a practical customer service toolkit to help you implement the key skills and techniques from the course.

Certificates

Certificate of completion

Digital certificate - Included

Description

Blended virtual training programme

  • 1x3hr virtual expert-led sessions
  • 1:1 Virtual coaching session
  • On-demand digital learning playlist

What will I learn?

  • By the end of this course you will be able to:
  • Explain the key components to world-class customer experience and assess your strengths and challenges
  • Manage customer expectations and demands effectively
  • Illustrate how a change in your behaviour can increase customer loyalty
  • Deliver a consistent first-class customer experience within a range of different situations

What will it cover?

  • Customer-centric focus; finding out what your customers want and need
  • Putting customer needs first
  • Making the customer feel special and valued
  • The customer experience; what does 'customer excellence' really look like?
  • The touchpoints of the customer journey
  • Process (what) and behaviour (how)
  • Understanding your personal impact; what impression do you create?
  • Positive words, tone and body language
  • Establishing rapport
  • Identifying the customer's real problem(s)
  • Asking the right questions
  • Showing real empathy - ensuring the customer feels listened to
  • Extremes of behaviour - aggressive, sociable, cautious
  • Building personal resilience
  • What to say or do - what not to say or do

Who is this course for?

This is an introductory course for frontline team members, with little or no formal training, who are in direct contact with either internal or external customers and are required to manage a range of customer expectations.

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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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Similar subjects: Customer service, Business, Retail
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