Customer Service – Online CPD Course

£19.99

Category: General Health and Safety Courses

Description
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Customer Service – Online Training Course – Certificate in Customer Service – Essential Customer Care Skills

Each and every one of us serves customers, whether we realize 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 paychecks 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 smartphones

Awarded Body – CPD Accreditation Service (UK)

Customer Service - Online Training Course - Certificate in Customer Service - Essential Customer Care Skills - The Octrac Consulting -

Customer Service 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.

Customer Service Course Objectives

The objectives of this online course are:

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

What is Covered in this Customer Service Course?

This online 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 the 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 a desktop computer, laptop, tablet or smartphone
Additional references and downloadable materials available
CPD accredited certification on completion

Course Accreditation

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