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Do you need to develop great customer service skills?

We’ve got everything covered in this comprehensive Customer Service Training course. Prove to employers that you can provide excellent customer service skills and get the rewards you deserve. With a  recognised qualification on your CV, you’ll have a huge advantage and will have many more job opportunities.

The modules on this course have been designed by professionals and begin by covering customer service as a whole. Learners will also study telephone etiquette, how to work in a team effectively, how to supervise a team, how to deal with complaints and much more. Gaining this certificate will fully prepare you for work in a customer service environment and will allow you to progress to supervisor level once you have some work experience.

What will I learn?

This Customer Service Skills Training course will develop knowledge and skills in key areas such as:

  • Delivering customer service
  • Customer retention
  • Resolving customer problems
  • Business principles
  • Managing your own performance
  • Professional development

Learning with Study 365 has many advantages. The course material is delivered straight to you and can be adapted to fit in with your lifestyle. It is created by experts within the industry, meaning you are receiving accurate information, which is up-to-date and easy to understand.

This course is comprised of professionally narrated e-Learning modules, interactive quizzes, tests and exams. All delivered through a system that you will have access to 24 hours a day, 7 days a week for 365 days (12 months). An effective support service and study materials will give you the confidence to secure your qualification.

Who is for?

  • This qualification is aimed at those already working in a wide variety of customer service settings such as hotels, banks, contact centres, restaurants and retail outlets.
  • The qualification is a competence based qualification and is suitable for a wide range of candidates in employment who wish to enhance their career prospects.

Course Description:

This Customer Service Training course is comprehensive and is designed to cover key areas listed under the curriculum. This course has been designed for 38 guided learning hours.

Method of Assessment:

At the end of the course learners will take an online multiple choice question assessment test. The online test is marked straight away, so you will know immediately if you have passed the course.

Certification:

Successful candidates will be awarded a certificate in “Customer Service Training”.

Entry Requirement

  • Learners must be age 16 or over and should have basic understanding of the English Language, numeracy, literacy and ICT.

Career Path:

Customer service impacts on all occupational sectors and this qualification could lead to a wide range of jobs in customer service, including:

  • Contract Centre Supervisor
  • Customer Service Team Leader
  • Customer Relations Advisor
  • Hotel Manager
  • Sales Manager

Course Curriculum

1. Customer Service Principles
The Value of Customer Good Service 00:19:00
Enhancing Customer Relationship 00:20:00
Dealing with Customer Expectation 00:25:00
Problem Solving 00:32:00
Success of Customer Service 00:17:00
Exercise Files- Customer Service Principles 00:00:00
2. Customer Service Essentials
Customer Service Essentials 00:00:00
3. Setting Customer Service Goals & Objectives
Setting Customer Service Goals & Objectives 00:12:00
4. Communication Skills for Customer Service
Communication Skills for Customer Service 00:23:00
5. Customer Service Techniques
Customer Awareness 00:17:00
Improving Your Customer Service Leadership 00:35:00
Building Teamwork for Customer Service 00:11:00
Exercise Files- Customer Service Techniques 00:00:00
6. How to Manage Customer Service Team
Managing Customer Service Quality 00:37:00
Improving Service Delivery 00:38:00
What is Good Customer Service 00:17:00
Exercise Files- How to Manage Customer Service Team 00:00:00
7. Improving Your Customer Service Leadership
Improving Your Customer Service Leadership 00:35:00
8. Leading Customer Service Team
Leading Customer Service Team 00:51:00
9. Team Working and Team Building
Team Working and Team Building 00:00:00
10. Handling Customer Complains
Handling Customer Complains 00:07:00
11. How to Work with Unhappy Customers
Dealing with Angry Customers 00:26:00
Learning from Angry Customers 00:26:00
Exercise Files- How to Work with Unhappy Customers 00:00:00
12. How to Gain Back Lost Customers
How to Gain Back Lost Customers 00:40:00
13. Telephone Techniques
Telephone Techniques 00:17:00
14. Telephone Etiquette
Telephone Etiquette 00:00:00
15. Telephone Customer Service
Telephone Customer Service 00:16:00
16. Power of Telephone Courtesy
Power of Telephone Courtesy 00:19:00
17. Internal Customer Service
Internal Customer Service 00:35:00
18. Customer Service at Call Centres
The CSR – A Powerful Choice 00:07:00
Getting the Professional Edge 00:17:00
All Important Customers 00:11:00
Building Your Skills 00:24:00
Building Your Skills with Technology 00:08:00
Managing your Attitude 00:06:00
Mock Exam
Mock Exam: Customer Service 00:30:00
Final Exam
Exam: Customer Service 00:20:00

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cvAll students enrolled with STUDY365 are entitled to a CV Writing and Interview Skills Pack, which includes CV templates, cover letter guidance, and advice for interviews.
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cvIf you need career support STUDY365 is here for you. We provide excellent career support through our Career Support Service.
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Address: Study365, 406 White Horse Lane, London E1 3FY
Phone: 0203 874 9355​
Email: support@study365.co.uk

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