Advanced diploma in customer service
Course
Online
Description
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Type
Course
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Methodology
Online
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Class hours
14h
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Duration
Flexible
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Start date
Different dates available
Are you part of the customer-related services and management in your organization? Learning about customer service will enable your skills improvements in customer service, retention, problem-solving, and management and so this course will surely help you in your career’s success in the relevant field.
Customer service is the key to success in any business. It is widely acknowledged that customer service can make or break the success of a business. If you need to improve your customer service skills, then this course will help you with that significantly. You will know how your attitude affects customer services and learn to identify your customer’s needs through this. Also, learn how to deal with difficult customers and also connect with your customers online. In this course, you will learn all the necessary customer service skills and knowledge you require to excel in your ability in the field.
Important information
Price for Emagister users:
Facilities
Location
Start date
Start date
About this course
Customer support or after-sales expert who want to upgrade their skills in customer service.
People who have an interest in knowing how customer services work.
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.
On receiving your request an academic officer from the course will call you to explain everything about the course, including how you can sign up, payment options and enrollment periods
Reviews
This centre's achievements
All courses are up to date
The average rating is higher than 3.7
More than 50 reviews in the last 12 months
This centre has featured on Emagister for 6 years
Subjects
- Customer Service Skills
- Customer Care
- Customer Service
- Service Operations
- Services marketing
- Customer database
- Customer relationship
- Service Management
- Service outsourcing sales
- Customer Service Providers
Teachers and trainers (1)
John Adams John
Instructor
Course programme
Module One: Getting Started
- Workshop Objectives
Module Two: Who We Are and What We Do
- Who Are Customers?
- What Is Customer Service?
- Who Are Customer Service Providers?
- Case Study
Module Three: Establishing Your Attitude
- Appearance Counts!
- The Power of a Smile
- Staying Energized
- Staying Positive
- Case Study
Module Four: Identifying and Addressing Customer Needs
- Understanding the Customer’s Situation
- Staying Outside the Box
- Meeting Basic Needs
- Going the Extra Mile
- Case Study
Module Five: Generating Return Business
- Following Up
- Addressing Complaints
- Turning Difficult Customers Around
- Case Study
Module Six: In-Person Customer Service
- Dealing with At-Your-Desk Requests
- The Advantages and Disadvantages of In-Person Customer Service
- Using Body Language to Your Advantage
- Case Study
Module Seven: Giving Customer Service over the Phone
- The Advantages and Disadvantages of Telephone Communication
- Telephone Etiquette
- Tips and Tricks
- Case Study
Module Eight: Providing Electronic Customer Service
- The Advantages and Disadvantages of Electronic Communication
- Understanding Netiquette
- Tips and Tricks
- Eliminate Electronic Ping Pong
- Case Study
Module Nine: Recovering Difficult Customers
- De-Escalating Anger
- Establishing Common Ground
- Setting Your Limits
- Managing Your Own Emotions
- Case Study
Module Ten: Understanding When to Escalate
- Dealing with Vulgarity
- Coping with Insults
- Dealing with Legal and Physical Threats
- Case Study
Module Eleven: Ten Things You Can Do to WOW Customers Every Time
- Ten Tips
- Case Study
Module Twelve: Wrapping Up
- Words from the Wise
Customer Relationship Management
- Customer Relationship Management
- What CRM Is and Who It Serves
- Checklist for Success
- Requirement Driven Product Selection
- Considerations in Tool Selection
- Strategies for Customer Retention
- Building the Future
- Homegrown vs. Application Service Provider
- Evaluating and Reviewing Your Program
- The Development Team
Activities
- Activities
Advanced diploma in customer service