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English courses / USD

Advanced Diploma in Customer Service

Regular Price: $421

Special Price: $38

  • 14h - Flexible
  • 2 students have purchased
  • Express
Centre
John Academy
Town
London
Address
71-75 Shelton Street, Covent Garden, London WC2H 9JQ WC2H 9JQ See in Google maps
Contact
info@johnacademy.co.uk
https://www.johnacademy.co.uk/
Map
Description

Benefits

  • Advanced online learning platform
  • Make your own study schedule and take advantage of online tutoring hours
  • Obtain a certified diploma once you finish the course.

Details

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.

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

Conditions

Thanks to this offer, valid exclusively for one person, you will obtain an Advanced Diploma in Customer Service.

How to register

By buying the course in Emagister Express, you will obtain an access coupon. We will send you the codes and keys to the coupon. Send the coupon code and the key to info@johnacademy.co.uk. The training provider will then give you access to the course.

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