Customer Service - Online Training Course & Certification

Customer Service - Online Training Course - Certificate in Customer Service - Essential Customer Care Skills   Each and every one of us serves customers, whether we realise it or not....
£49.99
£29.99
Availability: Many In Stock

Customer Service - Online Training Course - Certificate in Customer Service - Essential Customer Care Skills  

Each and every one of us serves customers, whether we realise it or not. Maybe you're on the front lines of a company, serving the people who buy your products. Perhaps you're an accountant, serving the employees by producing their pay checks and keeping the company running. Or maybe you're a company owner, serving your staff and your customers. 

 

Study method - Online, self-paced (4-6 study hours)

Course format - Online (24/7 access), modular

Course Duration - Part-time (1-year access)

Qualification – CPD certificate of completion

Course Delivery – via desktop PC/MAC, laptops, tablets or smart phones

Awarded Body – CPD Accreditation Service (UK)

Customer Service - Online Training Course - Certificate in Customer Service - Essential Customer Care Skills - The Mandatory Training Group -

Course aims

The customer service e-learning course will look at all types of customers and how we can serve them better and improve ourselves in the process. Participants will be provided a strong skillset including in-person and over the phone techniques, dealing with difficult customers, and generating return business.

Course objectives

The objectives of this customer service online course are:

  • State what customer service means in relation to all your customers, both internal and external
  • Recognize how your attitude affects customer service
  • Identify your customers’ needs
  • Use outstanding customer service to generate return business
  • Build good will through in-person customer service
  • Provide outstanding customer service over the phone
  • Connect with customers through online tools
  • Deal with difficult customers

What’s covered in this course? 

This online customer service course covers the following:

Module One: Getting Started
  • Icebreaker
  • Housekeeping Items
  • The Parking Lot
  • Workshop Objectives
Module Two: Who We Are and What We Do
  • Who Are Customers? (internal/external)
  • What is Customer Service?
  • Who Are Customer Service Providers?
Module Three: Establishing Your Attitude
  • Appearance Counts!
  • The Power of a Smile
  • Staying Energized
  • Staying Positive
Module Four: Identifying and Addressing Their Needs
  • Understanding the Customer"s Problem
  • Staying Outside the Box
  • Meeting Basic Needs
  • Going the Extra Mile
Module Five: Generating Return Business
  • Following Up
  • Addressing Complaints
  • Turning Difficult Customers Around
Module Six: In-Person Customer Service
  • Dealing With At-Your-Desk Requests
  • The Advantages and Disadvantages of In-Person Communication
  • Using Body Language to Your Advantage
Module Seven: Giving Customer Service over the Phone
  • The Advantages and Disadvantages of Telephone Communication
  • Telephone Etiquette
  • Tips and Tricks
Module Eight: Providing Electronic Customer Service
  • The Advantages and Disadvantages of Electronic Communication
  • Understanding Netiquette
  • Tips and Tricks
  • Examples: Chat or e-mail
Module Nine: Recovering Difficult Customers
  • De-Escalating Anger
  • Establishing Common Ground
  • Setting Your Limits
  • Managing Your Own Emotions
Module Ten: Understanding When to Escalate
  • Dealing with Vulgarity
  • Coping with Insults
  • Dealing with Legal and Physical Threats
Module Eleven: Ten Things You Can Do To WOW Every Time
  • Ten Tips
Module Twelve: Wrapping Up
  • Words from the Wise
  • Review of Parking Lot
  • Lessons Learned
  • Completion of Action Plans and Evaluations

What is customer service?

"Customer service is the provision of service to customers before, during and after a purchase. The perception of success of such interactions is dependent on employees "who can adjust themselves to the personality of the guest""

    Why choose our online training courses?

    All our e-learning courses can be accessed on any electronic/computerised device.

    • Study anywhere, in your own time and at your own pace!
    • Easy to follow and understand
    • Only 4-6 hours recommended study time
    • 1-year access to course & learning materials
    • Access your course anytime, anywhere & on any device
    • Complete course on desktop computer, laptop, tablet or smartphone
    • Additional references and downloadable materials available
    • CPD accredited certification on completion

      Course accreditation

      1. The content of this online training course has been independently certified as conforming to universally accepted Continuous Professional Development (CPD) guidelines.

      2.  All our online courses are accredited and internationally recognised (UK CPD Accreditation Service)

      Organisational e-learning

      Are you responsible for organisational training and development or organisational statutory and mandatory compliance? You may want to find out more about how Learning Management System (LMS) may help your organisation. With our interactive LMS, managers and administrators can easily:

      • set up a FREE blended learning environment;
      • upload essential documents;
      • upload individual and group learners;
      • manage learners, including tracking progress
      • review who has completed training
      • download/print training reports for compliance audits

      You can also browse our full e-learning course catalogue or leadership and management courses and programs to find out more about our wide range of training courses and qualifications. Alternatively, contact our Support Team on 02476 100090 or via Email, stating your specific e-learning requirements.

      Customer Service - Online Training Course & Certification

      How do I book this course?

      To enroll onto this e-learning course, please add the course to your basket. From there, you will be able to go to our secure checkout page to complete your booking. Please note: If you are booking the course for a friend or colleague, this can be stated in the notes section of the ‘basket’ area so our system knows the individual(s) needing to be enrolled.

      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. You will then need to follow the instructions and login to your learner account, where the course(s) booked will be ready for you to start!

      How does the course work?

      Our online training courses can be completed the on your desktop computer, laptop, tablet or mobile device anywhere there is an internet connection.

      These online training courses are self-paced, so learners have full control and flexibility on when they wish to complete. There is no deadline for completion, but the course will expire from a learners account after 365 days, whether it has been accessed or not. Learners are required to achieve 80% pass mark to successfully complete the course and achieve a certificate. Certificates achieved can be downloaded from the learner profile page.

      Refund policy

      We want you to be completely satisfied with your training. 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 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.

      Will the course work on multiple devices, such as tablets and mobile phones?

      We recommend using a desktop or laptop device for the best learning experience. These online courses can also be taken on tablet and mobile devices, e.g. iPads and iPhones.

      Is a specific internet web browser recommended?

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

      How long do learners have to complete a course?

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

      On successful completion of this e-learning course, you will be able to download, save and/or print a quality assured CPD certificate. Our CPD certificate can be used to provide evidence for compliance and audit (recognised internationally).

      Learners are required to achieve a score of 80% or higher on the end of course assessment to successfully complete the course and achieve a certificate. Certificates achieved can be downloaded from the learner profile page.

      All our online training courses and programs are accredited by the CPD Certification Service as conforming to universally accepted Continuous Professional Development (CPD) guidelines.

      Are you looking to buy this course for multiple members of staff or a large group?

      We offer very competitive volume discounts for users looking to enrol multiple candidates on to any of our online training courses & qualifications.

      Please call our Support Team on 024 7610 0090 or go to our E-Learning for organisations page for full details and pricing:

      E-Learning for Organisations – Volume Discounts
      • Accredited UK training organisation
      • Wide range of courses and qualifications to meet UK legislation and guidelines
      • Over 500 online courses covering multiple business sectors
      • Intuitive learning management system for a greater learner experience
      • Free blended learning environment for all organisations using our system
      • Accredited on-site classroom training available
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