Description:

This course is directed at anyone employed in the service industry or those looking to begin a career in this field. It covers the key principles of customer service, such as effective communication techniques, how professionally trained call centre agents can improve your business, as well as dealing with dissatisfied customers.

Customer service is the heart of any business. In our highly competitive business world, effective management of customer queries play a large role in how your business is perceived by the public, and it can determine the success or failure of your product or service.  Because of this, trained customer service and contact centre agents are highly sought after in all industries.

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 applying for NUS Extra Discount Card;
  • 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

Module 01
Understanding Customer Service FREE 00:17:00
Identifying Customer Expectations 00:06:00
Providing Excellent Customer Service 00:07:00
Module 02
Focusing on the Customer 00:08:00
Customer Service and the Telephone 00:08:00
Handling Complaints 00:12:00
Enduring Stress 00:13:00
Module 03
Communication Skills 01:00:00
Dealing With Challenges Assertively 00:15:00
Dealing With Difficult People 00:30:00
Dealing With Stress 00:30:00
Meeting Expectations 00:15:00
Setting Goals 00:30:00
Seven Steps to Customer Problem Solving 00:30:00
Telephone Techniques 01:00:00
The Fifth Critical Element – Measure It 00:15:00
The Fourth Critical Element – Be a Problem Solver 01:00:00
The Second Critical Element – Defined in Your Organization 00:15:00
The Sixth Critical Element – Reinforce It 00:30:00
The Third Critical Element – Given Life by the Employees 00:15:00
What is Customer Service? 00:15:00
Who Are Your Customers? 00:15:00
Module 04
Six Critical Elements 00:30:00
Understanding Leadership 00:30:00
Five Practices of Leadership 00:45:00
Module 05
Asking the Right Questions 00:15:00
Close with Vocals 00:15:00
Closing Down the Voice 00:10:00
Cold and Warm Calls 00:15:00
Developing a Script 00:15:00
Did You Hear Me? 00:15:00
It’s More Than Just a Phase 00:15:00
Negotiation Techniques 00:15:00
News from Within 00:15:00
Perfecting the Script 00:15:00
Phone Tag and Getting the Call Back 00:15:00
Sales by Phone 00:10:00
Saying No 00:05:00
Staying Out of Voice Mail Jail 00:05:00
Stress Busting 00:05:00
Taking Messages 00:05:00
This is My Mentor 00:05:00
To Serve and Delight 00:05:00
Verbal Communication Techniques 00:15:00
What’s Missing in Telephone Communication? 00:15:00
Who Are Your Customers? 00:15:00
Module 06
Building the Future 00:15:00
Checklist for Success 00:15:00
Considerations in Tool Selection 00:15:00
Customer Relationship Management 00:10:00
Evaluating and Reviewing Your Program 00:15:00
Homegrown vs. Application Service Provider 00:15:00
Requirement Driven Product Selection 00:15:00
Strategies for Customer Retention 00:15:00
The Development Team 00:15:00
What CRM Is and Who It Serves 00:15:00
Module 07
Getting Started 00:05:00
It Starts at the Top 00:20:00
Peer Training 00:20:00
How to Build Rapport 00:30:00
Learn to Listen 00:25:00
Manners Matter – Etiquette & Customer Service (I) 00:25:00
Manners Matter – Etiquette & Customer Service (II) 00:20:00
Handling Difficult Customers 00:25:00
Getting the Necessary Information 00:15:00
Performance Evaluations 00:20:00
Training Doesn’t Stop 00:15:00
Wrapping Up 00:05:00
Mock Exam
Final Exam

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