2/7/2018
Complete Customer Service Training - John Academy
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Complete Customer Service Training ( 8 REVIEWS )
521 STUDENTS
Description: A company’s reputation depends on its ability to deliver exceptional customer service. To make sure your company gives the …
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£279.00 £17.00
1 YEAR LEVEL 3 - DIPLOMA
https://www.johnacademy.co.uk/course/complete-customer-service-training/
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Complete Customer Service Training - John Academy
COURSE BADGE COURSE CERTIFICATE
49
NUMBER OF UNITS
0
NUMBER OF QUIZZES
15 HOURS, 30 MINUTES
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CURRICULUM
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Description: A company’s reputation depends on its ability to deliver exceptional customer service. To make sure your company gives the best experience, Complete Customer Service Training course is here for you. This course is comprised of contents which will teach you the critical elements of customer service, management of customer service, call center training, and customer relationship management. You will learn about the critical elements of customer service, understanding relationship with customers and its practices, setting goals and meeting expectations, dealing with di cult customers, challenges, stress, language barrier, etc. About the call center training, you will learn about listening skills, negotiation techniques, call center trends, etc. which will increase your key elements of customer service skills.
Learning Outcomes: Display a customer service outlook Figure out your individual behavior a ects the behaviors of others Examine con dence eligibility as well as a problem solver Implement the techniques to cope with customers Set your choice for providing customer service Recognise means to settle connectivities between excellence in customer service as well as your business and policies Improvise the skills and practices essential for a customer service-focused manager Detect the customers as well as what they are searching for being truly involved Recognise who are your customers and what their interests are Improve plans for generating engaged employees and satis ed customers in the related business units that you manage The variation of body language as well as verbal dexterity The points of verbal communication, for example, tone, cadence, and pitch https://www.johnacademy.co.uk/course/complete-customer-service-training/
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Complete Customer Service Training - John Academy
Asking questions and listening competency The manners of disseminating negative news and how to say no. Pro cient means of negotiation The signi cance of producing and sending meaningful messages Materials to speed up communication The worth of individualizing interactions and promoting relationships Vocal techniques to boost speech as well as communication approach Methodologies for controlling stress The conditions and bene ts of CRM on a company’s bottom line Explain various elements of a CRM plan Improvise a checklist in case of readiness and success in CRM Narrate how CRM produces value for organizations and customers Think about improvising roles having the highest in uence on CRM
Assessment: At the end of the course, you will be required to sit for an online MCQ test. Your test will be assessed automatically and immediately. You will instantly know whether you have been successful or not. Before sitting for your nal exam you will have the opportunity to test your pro ciency with a mock exam.
Certi cation: After completing and passing the course successfully, you will be able to obtain an Accredited Certi cate of Achievement. Certi cates can be obtained either in hard copy at a cost of £39 or in PDF format at a cost of £24.
Who is this Course for? Complete Customer Service Training is certi ed by CPD Quali cations Standards and CiQ. This makes it perfect for anyone trying to learn potential professional skills. As there is no experience and quali cation required for this course, it is available for all students from any academic background.
Requirements Our Complete Customer Service Training is fully compatible with any kind of device. Whether you are using Windows computer, Mac, smartphones or tablets, you will get the same experience while learning. Besides that, you will be able to access the course with any kind of internet connection from anywhere at any time without any kind of limitation.
Career Path After completing this course you will be able to build up accurate knowledge and skills with proper con dence to enrich yourself and brighten up your career in the relevant job market. https://www.johnacademy.co.uk/course/complete-customer-service-training/
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Complete Customer Service Training - John Academy
COURSE CURRICULUM
Module 01
Communication Skills
01:00:00
Dealing With Challenges Assertively
00:15:00
Dealing With Di
00:30:00
Dealing With Stress
00:30:00
Meeting Expectations
00:15:00
Setting Goals
00:30:00
Seven Steps to Customer Problem Solving
00:30:00
Telephone Techniques
01:00:00
The Fifth Critical Element – Measure It
00:15:00
The Fourth Critical Element – Be a Problem Solver
01:00:00
The Second Critical Element – De ned in Your Organization
00:15:00
The Sixth Critical Element – Reinforce It
00:30:00
The Third Critical Element – Given Life by the Employees
00:15:00
What is Customer Service?
00:15:00
Who Are Your Customers?
00:15:00
00:30:00
cult People
Module 02
Six Critical Elements
https://www.johnacademy.co.uk/course/complete-customer-service-training/
4/7
2/7/2018
Complete Customer Service Training - John Academy
Understanding Leadership
00:30:00
Five Practices of Leadership
00:45:00
Module 03
Asking the Right Questions
00:15:00
Close with Vocals
00:15:00
Closing Down the Voice
00:10:00
Cold and Warm Calls
00:15:00
Developing a Script
00:15:00
Did You Hear Me?
00:15:00
It’s More Than Just a Phase
00:15:00
Negotiation Techniques
00:15:00
News from Within
00:15:00
Perfecting the Script
00:15:00
Phone Tag and Getting the Call Back
00:15:00
Sales by Phone
00:10:00
Saying No
00:05:00
Staying Out of Voice Mail Jail
00:05:00
Stress Busting
00:05:00
Taking Messages
00:05:00
https://www.johnacademy.co.uk/course/complete-customer-service-training/
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2/7/2018
Complete Customer Service Training - John Academy
This is My Mentor
00:05:00
To Serve and Delight
00:05:00
Verbal Communication Techniques
00:15:00
What’s Missing in Telephone Communication?
00:15:00
Who Are Your Customers?
00:15:00
Module 04
Building the Future
00:15:00
Checklist for Success
00:15:00
Considerations in Tool Selection
00:15:00
Customer Relationship Management
00:10:00
Evaluating and Reviewing Your Program
00:15:00
Homegrown vs. Application Service Provider
00:15:00
Requirement Driven Product Selection
00:15:00
Strategies for Customer Retention
00:15:00
The Development Team
00:15:00
What CRM Is and Who It Serves
00:15:00
Mock Exam Final Exam
COURSE REVIEWS https://www.johnacademy.co.uk/course/complete-customer-service-training/
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Complete Customer Service Training - John Academy
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