Customer Service Mastery - Online Training Package - CPDUK Accredited

The Mandatory Training Group is the leading UK provider of accredited statutory and mandatory training courses for all sectors, including health and social care, education, local government, private and charity sectors.

We have supported over one million learners to reach their potential through e-learning courses and qualifications using our interactive online learning portal.

£49.99

Customer Service Mastery - Online Training Package - CPDUK Accredited.

Customer Service Mastery - Online Training Course - The Mandatory Training Group UK -

Welcome to The Mandatory Training Group's online Customer Service Mastery training package. All our online training courses, programmes and qualifications are accredited by the CPD Certification Service (CPDUK).

No matter what your business makes or sells, providing a pleasant customer service experience is essential for keeping clients around. That means that your customer service representatives need to be correctly trained to make your business stand out in the competitive world and handle even the most difficult situations.

This online Customer Service Mastery training package will help you acquire knowledge that will help improve your communication, emotional intelligence, and problem-solving skills. This online package will get you thinking about customer service, why it is so important, and how you can provide better and more consistent service across your company.

Course content

This online Customer Service Mastery training package includes the following modules:

  • Unit 1: What is right and wrong language
  • Unit 2: What are the benefits of using the right language
  • Unit 3: How to use the right language
  • Unit 1: Why good customer relationships are important
  • Unit 2: What makes a good customer relationship
  • Unit 3: How to develop and nurture excellent customer relationships
  • Unit 1: How being positive affects your attitude
  • Unit 2: How to think positively
  • Unit 3: How to interact positively with every customer
  • Unit 4: How to demonstrate positive problem-solving
  • Unit 1: How to listen to customers
  • Unit 2: How to organise information so that it is easily understood
  • Unit 3: How to use clear language in conversations
  • Unit 1: What are some ways to detach yourself but remain empathetic
  • Unit 2: How to use techniques to diffuse difficult situations calmly
  • Unit 3: How to develop ways to control your stress levels
  • Unit 1: People's expectations of a good customer experience
  • Unit 2: The differences between Customer Service and Customer Experience
  • Unit 3: What multiple channels are, and how service should flow between them
  • Unit 4: How to maintain context across channels
  • Unit 5: Finding the balance between online and human interaction
  • Unit 1: The meaning of a 'brand'
  • Unit 2: How branding affects the consumer
  • Unit 3: Why it is important to breathe your brand
  • Unit 4: How lack of brand knowledge creates a bad customer experience
  • Unit 5: How to train teams on your brand
  • Unit 1: Reading a situation
  • Unit 2: Reading your customer's body language
  • Unit 3: Beginning a conversation confidently
  • Unit 4: Understanding communication etiquette - what can and cannot be said
  • Unit 5: Ending a conversation
  • Unit 6: Dealing with difficult situations
  • Unit 7: Following up with a customer
  • Unit 1: The importance of customer retention (for new and existing customers)
  • Unit 2: How to create and maintain loyalty
  • Unit 3: The effectiveness of word of mouth
  • Unit 4: How to build brand ambassadors
  • Unit 1: Understanding the customer's point of view
  • Unit 2: How to communicate effectively
  • Unit 3: Finding the balance between company policy and satisfying the customer
  • Unit 4: How to manage the customer’s expectations
  • Unit 5: How to find solutions and follow-up on inquiries
  • Unit 1: What a complaint is and why you should listen
  • Unit 2: How to react to a complaint appropriately
  • Unit 3: How to assume positive intent
  • Unit 4: The difference between an apology and sincerity
  • Unit 5: How to resolve problems effectively
  • Unit 6: The value of compensation
  • Unit 7: How to use complaints to the company's advantage
  • Unit 1: The importance of knowing your product
  • Unit 2: Different methods of upselling or cross-selling
  • Unit 3: When to know if it is the right time to upsell or cross-sell
  • Unit 4: How to choose the appropriate method (upselling or cross-selling) for different channels
  • Unit 5: How to use appropriate pricing systems
  • Unit 6: Why it is important to focus on customer service rather than sales
  • Unit 1: How to set achievable goals
  • Unit 2: How to offer promises about deliverables
  • Unit 3: How to align customer and business goals
  • Unit 1: Identify the differences between tangible technology and intangible technology
  • Unit 2: Understand connected personalisation
  • Unit 3: Know what technology will make your customers' lives easier
  • Unit 4: Put the customer ahead of data (GDPR)
  • Unit 5: Outsource technology
  • Unit 1: The life cycle of customer service
  • Unit 2: How to use 'out of the box' thinking specific to your brand
  • Unit 3: How to personalise without annoying your customers
  • Unit 4: Top tips from business CEOs on how to go above and beyond
  • Unit 5: What is 'High touch' customer service.
  • Who is the course for?

    This online Customer Service Mastery training package is ideal for anyone starting a career in a customer-facing role and needs to quickly build essential knowledge. This training package will teach you how to improve your communication, emotional intelligence, and problem-solving skills.

    Course aims

    This online Customer Service Mastery training package aims to:

    • Help you gain the knowledge needed to use the right language, nurture customer relationships and maintain composure
    • Educate, inspire, and stick with your team long after they’ve hit the complete button.
    • Teach you what customer service is, why it’s so important, and how you can provide better and more consistent service across your company. 
    • Help you improve your communication, emotional intelligence, and problem-solving skills.

    Learning objectives

    On completion of this Customer Service Mastery eLearning package, the learner will be able to:

    • Discuss the difference between Customer Service and Customer Experience
    • State what multiple channels are and how service should flow between them
    • Outline the importance of reading a situation
    • Demonstrate communication etiquette – what can and cannot be said
    • Point out the importance of customer retention 
    • Explain how to build brand ambassadors
    • Justify understanding the customer’s point of view
    • Explain the need to know the right time to upsell or cross-sell
    • Discuss the importance of focusing on customer service rather than sales
    • Identify the differences between tangible technology and intangible technology
    • Justify putting the customer ahead of data (GDPR).

    Learning outcomes

    The learning outcomes of this Customer Service Mastery e-learning package are to:

    • Differentiate between Customer Service and Customer Experience
    • Find the balance between online and human interaction
    • Identify how branding affects the consumer
    • State how lack of brand knowledge creates a bad customer experience
    • Outline the importance of a customer’s body language
    • Justify following up with a customer
    • Explain the effectiveness of word of mouth
    • Justify the need to find a balance between company policy and satisfying the customer
    • List the different methods of upselling or cross-selling
    • Identify the technology that would make your customers’ lives easier.

      Customer Service Mastery - Online Training Courses - The Mandatory Training Group UK -

      Customer Service Mastery - Online Training Package - CPDUK Accredited.


      Instant Access

      Gain instant access to your course(s) upon purchasing through our website

      Login credentials are sent immediately to the customer to the email address provided during the checkout process

      We also advise all customers to check their spam and junk mail folders in case your mail server has diverted the email there

      Learn Anytime, Anywhere, On Any Device

      Learn at your own pace, at a time and place convenient to your circumstances

      Individual learners can access their course material(s) 24/7 for 365 days from the date of purchase

      In the case of organisations that order multiple licences for future use, the countdown will start when learners are allocated to the training course(s)

      Assessment and Certification

      Unlimited attempts to complete end of course assessments

      On successful completion, download, print/save quality-assured CPD certificate

      Online Support 24/7

      Customer service teams interact with clients through email and live chat support

      100% Money-Back Guarantee

      We want you to be completely satisfied with your training. We offer a 14-day money-back guarantee if you are not 100% satisfied

      Refund policy

      To request a refund, you should email our support team with your receipt stating why you would like to be reimbursed

      You, or your learners, must not complete the training to make a valid refund claim. Any courses that have been completed and those with certificates achieved will not be valid for a refund

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      End of course assessment

      At the end of this course, learners are required to complete an online end of course assessment. On successful completion of the assessment (80% pass mark), learners may download a FREE CPD certificate from their profile page.

      Certification

      On successful completion of this e-learning course and end of course assessment, the learner may download, save and/or print a quality assured CPD certificate (recognised internationally). Our CPD certificate can be used to provide evidence for compliance and audit or Continuing Professional Development (CPD).

      Course accreditation

      The CPD Certification Service accredits all our online training courses and programmes as conforming to universally accepted Continuous Professional Development (CPD) guidelines.rses meet the latest guidance and best practice recommendations.
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      Why choose our accredited e-learning courses and programmes?

      The benefits of using our accredited e-learning courses in the workplace include:

        CPDUK accredited e-learning provider
        Ofqual approved training centre (UK qualifications)
        Internationally recognised CPD and Ofqual approved certificates
        Wide range of courses and qualifications that meet UK legislation and guidelines
        Over 500 online courses and programmes that cover multiple sectors
        Free blended learning environment for individuals and organisations
        Immediate access to online courses and programmes
        Highly interactive e-learning portal
        Substantial cost reductions (no travel fees and other expenses)
        Self-paced online learning
        Low carbon footprint through e-learning
        Repository of online learning materials and assessments
        Fully qualified and experienced trainers, instructors and assessors
        Experienced subject matter experts and content developers
        Conversion of existing classroom courses to e-learning courses
        All training courses meet the latest guidance and best practice recommendations.

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      The Mandatory Training Group - CPDUK Accredited E-Learning Providers.

      To enrol on this e-learning course, please add the course to your basket. From there, you will be redirected to our secure checkout page to complete your booking.

      If you are booking the course for someone else, please click the ‘Buy For Others’ button at the upper right hand of this page.

      Once your payment has been confirmed, you will receive a booking confirmation email with a receipt. Immediately after purchase, you will receive an email with further instructions and unique login credentials to access your learner account. Next, you will need to follow the instructions and login to your learner account.

      Our courses are divided into six units. You can either read or listen to the course materials. At the end of each unit is a ‘knowledge check’ section. This section helps the learners remember what they have learnt.

      Our online training courses can be completed on your desktop computer/Mac, laptop, tablet or mobile device. These online courses are easily accessible as long as there is an internet connection.

      These online training courses are self-paced. Therefore, learners have full control and flexibility on when they wish to complete the material.

      There is no deadline for completion. The course will expire from a learner’s account after 365 days, whether it has been accessed or not.

      Yes. All end of course assessments are completed online.

      Learners are required to achieve a passing rate of 80% or more to complete the course and gain a CPD certificate.

      To obtain your certificate, you need to complete the end of course assessment first. A passing rate of 80% or more is required to gain a CPD certificate.

      Obtained certificates can be downloaded from the learner’s profile page.

      We want you to be completely satisfied with your training. Thus, we offer a 14-day money-back guarantee if you are not 100% satisfied.To request a refund, you should email our Support Team with your receipt stating why you would like to be refunded. Any courses that have been completed and those with certificates will not be valid for a refund.

      Yes, you can access the learning materials from any electronic device that has an internet connection. However, we recommend that you use a desktop or laptop device for the best learning experience. These online courses can also be taken on tablets and mobile devices, such as iPads, iPhone and Android mobile phones.

      For the best possible experience, we recommend that learners use Google Chrome, Microsoft Edge, Internet Explorer 11 or Firefox. Please ensure no updates are pending on your browser.

      There is no estimated completion time for this course. Learners can study in their own time at their speed. Learners may pause, leave and come back to the system to continue the training at any time.

      The CPD hours depend on how long each learner takes to complete the course materials and assessments. Each course will indicate the anticipated completion time. This gives a general indication of the CPD hours for those who are required to submit their continuing professional development hours.

      The Mandatory Training Group - CPDUK Accredited E-Learning Providers.

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