This Online Customer Service Training Course, is delivered over 09 modules:
Module 1 - Introduction to Customer Services
The first module of the course seeks to instil a generally enhanced understanding of the concept of contemporary customer service, incorporating an overview of why customer service matters, identifying the needs of a target audience, maintaining strong relations with existing clients and how customer service has evolved throughout recent history.
Module 2 - Understanding Your Customers
In the second course module, specific focus is paid to the identification of any given target audience’s expectations and needs. Understanding customers represents the single most important element in the provision of outstanding customer service – candidates explore the process of questioning, listening to and ultimately confirming the needs of customers.
Module 3 - What is a Customer Focused Organisation?
The third module explores the concept of the customer focused organisation – brands and businesses that are primarily dedicated to customer excellence. Core topics covered include the development of a performance measuring and monitoring framework, how reward and recognition schemes can be of value, the basics of establishing customer focused environments and several different styles of leadership.
Module 4 - Developing Customer Service Strategy
How and why the development of a strong customer service strategy is of pivotal importance to the modern business enters the conversation in Module 4. Candidates are guided through the establishing of a customer service vision, the importance of clearly outlining objectives, identifying/defining brand mission and the power/value of building a culture of customer focus.
Module 5 -Implementing a Service Excellence Strategy
The introduction and implementation of customer service excellence strategies forms the core focus of Module 5. Along with the most important elements/stages involved in creating service excellence strategies, candidates are guided through the introduction of strategies to the workforce and how to market customer-excellence strategies to the public.
Module 6 - Training and Development for Customer Service
Training and developing the individuals and teams responsible for the provision of customer service is investigated throughout the sixth module. Along with an exploration of the connection between effective training and genuine customer excellence, candidates are guided through the establishing of training and development objectives, a series of workforce training strategies and the importance of making customer service a key point of focus at all times.
Module 7 - Building Long-Term Customer Relations
The seventh diploma module focuses on the value of repeat business and the importance of developing and maintaining strong customer relations long-term. How to look after and cater to the needs of existing customers is explored in-depth, along with a series of essential insights into what nurtures customer loyalty, why repeat business is more important to some brands than others and ultimately what makes the difference between ‘satisfying’ and ‘delighting’ customers.
Module 8 – The Importance of Effective Communication
How communication plays a pivotal role in the provision of outstanding customer service represents the primary theme of Module 8. Along with an introduction to some of the most important tools, materials and training strategies, candidates explore external and internal customer communication and the core elements of developing strong communications strategies.
Module 9 - Dealing with Unprofitable Customers
In the ninth module, candidates are walked through a series of important and effective strategies to be called upon when faced with unprofitable customers. Along with an overview of the importance of developing an understanding of customer behaviour, candidates discover how to effectively analyse customer value and workable strategies for turning unprofitable customers around in favour of the business.
Our Free certificate courses are online studyprograms.This means that you are able to study your free customer service course from home.