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English courses / EUR

Certificate in Customer Service Management

Regular Price: 440€

Special Price: 191€

  • 100h - 6 Months
  • 2 students have purchased
  • Express
Centre
Global Management Academy
Town
Belfast City
Address
City East, 68-72 Newtownards Road, Belfast BT4 1GW See in Google maps
Contact
jamesj@globalmanagementacademy.co.uk
www.globalmanagementacademy.co.uk
Map
Description
LEARNING FOR MANAGERS EVERYWHERE Global Management Academy is a leading provider of business and management skills training delivered over the internet. Global Management Academy is based in the United Kingdom, with branches in Australia and the Far East. INTERNATIONALLY RECOGNIZED QUALIFICATIONS Global Management Academy is an Approved Center for the delivery of Qualification Programs from the Institute of Leadership and Management (the ILM), Europe's largest Management Awards body. All Global courses are recognized as ILM equivalencies. MANAGEMENT LEARNING THAT REALLY MATTERS Global courses focus on the knowledge and skills managers really need, to lead and control their business units and teams: Managing People Leadership Management Communication Skills Managing the Business Marketing and Business Planning Personal Effectiveness Skills BUSY MANAGERS NEED FLEXIBILITY At Global, we recognize that business managers are incredibly busy, and need training which is solution focused, flexible, and affordable. We also want you to enjoy learning, and to be able to retain, and apply the new knowledge directly to your work and to your career. Our Mission is to bring high value training, packed with practical (downloadable) learning manuals, workbooks and business and management articles to managers everywhere. TRUSTED BUSINESS AND MANAGEMENT EXPERTISE The heart of Global Management Academy is Business. We know business, and we are passionate about helping business grow. Therefore, all Global Management courses are delivered online, but supported by Coaches who understand business; all of whom have either owned, or managed businesses themselves. GLOBAL SMALL BUSINESS PROGRAM The Global Small Business Program is highly popular with entrepreneurs from the start-up through growth stages of their businesses, providing practical and affordable guidance and resources in: Getting Started in Business Marketing and Sales Management Customer Service and Quality Management VALUE IN E-LEARNING We break through the conventional industry value model. At Global, you will have access high quality learning for a fraction of the price of conventional training. All Global courses have: Virtual Tutors Online presentations and learning activities Online Self-assessments Online Quizzes Video training Comprehensive downloadable manuals Additional articles, MSExcel workbooks, and templates Dedicated coach support throughout your course

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

Comprising 5 Level 3 courses and 100 hours of online learning, this program is the best foundation for a career in service management.


6 REASONS TO ENROL IN THIS PROGRAM NOW!
1. You get a Management Certificate which is recognized worldwide.
2. You get real value for money (E-learning costs a fraction of conventional learning).
3. You can get started immediately.
4. You can learn at your own pace, at home, at work, in the park, anywhere you choose.
5. You will have excellent support from a dedicated coach throughout the program.
6. Our Guarantee: not satisfied, we will refund your fees without question (see terms and conditions).

PROGRAM CONTENT

The courses in this program include:

COURSE 1: MEETING CUSTOMER NEEDS
  • Unit 1: Getting Started
  • Unit 2: Understanding Customer Service
  • Unit 3: Knowing your Customers
  • Unit 4: Knowing Customer Needs
  • Unit 5: Meeting Customer Needs
  • Unit 6: Exceeding Customer Expectations
  • Unit 7: Knowing Customer Legal Rights
  • Unit 8: Using Customer Feedback
  • Unit 9: Handling Complaints
  • Unit 10: Wrapping-up
COURSE 2: MANAGING SERVICE QUALITY
  • Unit 1: Getting Started
  • Unit 2: Understanding Service Quality
  • Unit 3: Developing Service Standards
  • Unit 4: Measuring Customer Satisfaction
  • Unit 5: Monitoring Service Quality
  • Unit 6: User SERVQUAL
  • Unit 7: Evaluating Service Quality
  • Unit 8: Improving Customer Service
  • Unit 9: Service Level Agreements
  • Unit 10: Wrapping-up
COURSE 3: HANDLING COMPLAINTS AND DIFFICULT CUSTOMERS
  • Unit 1: Getting Started
  • Unit 2: The Importance of Complaints Resolution
  • Unit 3: Resolving Customer Complaints
  • Unit 4: Solving Customer Problems
  • Unit 5: Working with Difficult Customers
  • Unit 6: Dealing with Angry Customers
  • Unit 7: Managing Service Recovery
  • Unit 8 Complaints Policy and Procedures
  • Unit 9: Wrapping-up
COURSE 4: LEADING AND MOTIVATING A SERVICE TEAM
  • Unit 1: Getting Started
  • Unit 2: Defining Team Effectiveness
  • Unit 3: Creating a Shared Service Vision and Purpose
  • Unit 4: Creating Service Focused Team
  • Unit 5: Building a Cohesive Service Team
  • Unit 6: Motivating your Team
  • Unit 7: Goal Setting and Motivation
  • Unit 8: Setting High Expectations
  • Unit 9: The Team Performance Plan
  • Unit 10: Communication and Service Culture
  • Unit 11: Developing the Team
  • Unit 12: Wrapping up
COURSE 5: CUSTOMER RELATIONS MANAGEMENT
  • Unit 1: Getting Started
  • Unit 2: The content of this course includes:
  • Unit 3: The importance of Customer Loyalty
  • Unit 4: The Customer-focused Business
  • Unit 5: CRM and Marketing
  • Unit 6: CRM and Sales
  • Unit 7: Key Account Management
  • Unit 8: CRM and Customer Service
  • Unit 9: The Supply Chain and CRM
  • Unit 10: CRM and ERP Systems
  • Unit 11: Getting the best out of CRM
  • Unit 12: Wrapping-up

Conditions

Thanks to this offer, valid exclusively for one person, you will obtain a Certificate in Customer Service Management.

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 sales@globalmanagementacademy.com. The training provider will then give you access to the course.

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