Description:

This diploma has been created for businesses who wish to garner a customer service team with the highest level of customer insight and understanding, allowing for delivery of front line customer service, built around proper businesses values.

With this course, develop skills that allow the detection of profitable business opportunities based on the analysis and interpretation of customer information. It allows generating marketing strategies in organizations, through preparing, analyzing and structuring the available information to achieve an understanding of the client’s behavior. The development of the program consists in defining the current or potential client, by means of analytical tools for the search of consumer behavior patterns, in order to design exciting commercial campaigns.

Entry Requirement

  • This course is available to all learners, of all academic backgrounds.
  • Learners should be aged 16 or over to undertake the qualification.
  • Good understanding of English language, numeracy and ICT are required to attend this course.

Assessment: 

  • At the end of the course, you will be required to sit an online multiple-choice test. Your test will be assessed automatically and immediately so that you will instantly know whether you have been successful.
  • Before sitting for your final exam you will have the opportunity to test your proficiency with a mock exam.

Certification:

After completing and passing the course successfully, you will be able to obtain an Accredited Certificate of Achievement. Certificates can be obtained either in hard copy at a cost of £39 or in PDF format at a cost of £24.

Why choose us?

  • Affordable, engaging & high-quality e-learning study materials;
  • Tutorial videos/materials from the industry leading experts;
  • Study in a user-friendly, advanced online learning platform;
  • Efficient exam systems for the assessment and instant result;
  • The UK & internationally recognized accredited qualification;
  • Access to course content on mobile, tablet or desktop from anywhere anytime;
  • The benefit of career advancement opportunities;
  • 24/7 student support via email.

Career Path

After completing this course you will be able to build up accurate knowledge and skills with proper confidence to enrich yourself and brighten up your career in the relevant job market.

Course Curriculum

Customer Relationship Management
Customer Relationship Management 00:10:00
What CRM Is and Who It Serves 00:15:00
Checklist for Success 00:15:00
Requirement Driven Product Selection 00:15:00
Considerations in Tool Selection 00:15:00
Strategies for Customer Retention 00:15:00
Building the Future 00:15:00
Homegrown vs. Application Service Provider 00:15:00
The Development Team 00:15:00
Evaluating and Reviewing Your Program 00:15:00
Relationship with Customers
Good Customer Relationship – Why is it Important? 01:00:00
Understanding Your Customers 01:00:00
How to Calculate Customer’s Lifetime Value 00:30:00
How to Keep Your Customers Happy? 01:00:00
How to Get Your Customers to Say ‘Wow!’ 01:00:00
Proven Methods of Customer Retention 01:00:00
The Art of Customer Follow-up 01:00:00
Loyalty Marketing Program 00:30:00
Promotional Items to Enhance Customer Relations 01:00:00
Handling Customer’s Complaints 01:00:00
How to Deal with Difficult Customers 00:30:00
Introducing the Seven Deadly Sins of Customer Service! 01:00:00
Customer Relationship Management (CRM) Software – The Benefits 01:00:00
Choosing a CRM Program 00:30:00
Customer Service over the Phone 01:00:00
Customer Relations and Dealing
Module One – Getting Started 00:30:00
Module Two – The Right Attitude Starts with You 01:00:00
Module Three – Stress Management (Internal Stressors) 01:00:00
Module Four – Stress Management (External Stressors) 00:30:00
Module Five – Transactional Analysis 01:00:00
Module Six – Why are Some Customers Difficult 01:00:00
Module Seven – Dealing with the Customer Over the Phone 01:00:00
Module Eight – Dealing with the Customer In Person 01:00:00
Module Nine – Sensitivity in Dealing with Customers 01:00:00
Module Ten – Scenarios of Dealing with a Difficult Customer 01:00:00
Module Eleven – Following up With a Customer Once You Have Addressed Their Issue 01:00:00
Module Twelve – Wrapping Up 00:30:00
Customer Relationship
Good Customer Relationship – Why is it Important? 01:00:00
Understanding Your Customers 01:00:00
How to Calculate Customer’s Lifetime Value 00:30:00
How to Keep Your Customers Happy? 01:00:00
How to Get Your Customers to Say ‘Wow!’ 01:00:00
Proven Methods of Customer Retention 01:00:00
The Art of Customer Follow-up 01:00:00
Loyalty Marketing Program 00:30:00
Promotional Items to Enhance Customer Relations 01:00:00
Handling Customer’s Complaints 01:00:00
How to Deal with Difficult Customers 00:30:00
Introducing the Seven Deadly Sins of Customer Service! 01:00:00
Customer Relationship Management (CRM) Software – The Benefits 01:00:00
Choosing a CRM Program 00:30:00
Customer Service over the Phone 01:00:00
Customer Handling
Getting Started 00:05:00
The Right Attitude Starts with You 00:25:00
Stress Management (Internal Stressors) 00:35:00
Stress Management (External Stressors) 00:25:00
Transactional Analysis 00:25:00
Why are Some Customers Difficult 00:25:00
Dealing with the Customer Over the Phone 00:35:00
Dealing with the Customer In Person 00:25:00
Sensitivity in Dealing with Customers 00:30:00
Scenarios of Dealing with a Difficult Customer 00:15:00
Following up With a Customer Once You Have Addressed Their Issue 00:12:00
Wrapping Up 00:07:00
Handling Sales Objections & Negotiating
Module One – Getting Started 00:30:00
Module Two – Three Main Factors 01:00:00
Module Three – Seeing Objections as Opportunities 00:30:00
Module Four – Getting to the Bottom 01:00:00
Module Five – Finding a Point of Agreement 01:00:00
Module Six – Have the Client Answer Their Own Objection 00:30:00
Module Seven – Deflating Objections 01:00:00
Module Eight – Unvoiced Objections 01:00:00
Module Nine – The Five Steps 01:00:00
Module Ten – Dos and Don’ts 00:30:00
Module Eleven – Sealing the Deal 00:30:00
Module Twelve – Wrapping Up 01:00:00
Mock Exam
Final Exam

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