Customer Service – Online CPD Course
£19.99
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.
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 Course Aims
The customer service training 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 with 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
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 are available
- CPD accredited certification on completion
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”
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
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