These days more companies are looking for members who have outstanding customer service skills. More clients are focusing on the service they receive and are demanding that companies around the world provide them with a better service on a daily basis.
Introduction to the Customer Services Diploma
This information packed course gives you the skills you need to provide your clients with a higher level of service, whether you are dealing with them face to face, over the phone or online.
The course comprises of eleven modules bursting with information which take around ten hours to complete. You get to study at your own pace and where you feel most comfortable, as long as you have access to the internet. The modules are accessible on all devices from PCs to laptops and tablets to mobile phones, giving you the convenience of studying from anywhere at any time.
During your studies you will have access to guidance and support from our expert tutors. Further, this course is IVCAS approved, to give you complete peace of mind that you are completing an industry recognised diploma.
This course comprises of eleven information packed modules, these include:
Customer services has become essential for all employees in all industries. It doesn't matter what industry you are working in right now, having a customer services diploma behind you can give you the knowledge and insight you need to provide your clients with a service that they expect and deserve, ensuring you help your business grow daily.
Company owners are seeing the benefit of sending their teams for customer services training. Company owners see more enquiries convert to sales, happier customers and happier team members.
The benefits of a customer services diploma are endless, but here are some you can take note of right way:
What customer service is
About the different types of customer service
About customer service terminology
Why customer service is so important
Who the customer is
About consumer rights law in the UK
The difference between internal and external customers
How to find your niche within the industry
How to make a great first impression
Why getting your clothing right is essential to the image you wish to convey
How body language affects the way you are perceived
About the power of a positive attitude
About the client’s perspective of customer service
How to best meet a customer’s needs
How to exceed customer expectations
Why communication is key to caring for a customer
How to provide an effective after sales service
What to do when the customer is wrong
How to listen to and effectively deal with complaints
Why you need to show empathy with a complaining customer
How to create a positive first impression
How to use your body language to communicate effectively
About other forms of non-verbal communication
How talking down your competition can have a negative effect on your image
About telephone etiquette
The advantages and disadvantages of telephone customer service
11 Tips for providing better telephone customer service
Why an efficient employee will take pre-emptive measures to improve customer satisfaction
The advantages and disadvantages of electronic customer service
What “Netiquette” is
The do’s and don’ts of sending emails
How to provide effective customer service electronically
How to diffuse anger
Why keeping a calm demeanour will help solve issues faster
How to control your emotions
Why you should deal with a customer's anger before solving their problem
How to handle abusive customers
Why you shouldn’t cave in to unreasonable demands
When you should tell a customer “enough is enough”
How to handle physical threats
How to retain customers through best service
Why your focus should also be on creating as uncomplicated and simple an experience as possible
Why any effective and talented customer service professional will have the ability to convince others of their opinion
A recap of the skills you need for customer service jobs
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