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Customer Service and Contact Centre Training Diploma - John Academy
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Customer Service and Contact Centre Training Diploma ( 8 REVIEWS )
525 STUDENTS
Description: This course is directed at anyone employed in the service industry or those looking to begin a career in …
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Customer Service and Contact Centre Training Diploma - John Academy
£269.00 £14.00
1 YEAR LEVEL 3 - DIPLOMA COURSE BADGE COURSE CERTIFICATE
68
NUMBER OF UNITS
0
NUMBER OF QUIZZES
20 HOURS, 26 MINUTES
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Description: This course is directed at anyone employed in the service industry or those looking to begin a career in this eld. It covers the key principles of customer service, such as e ective communication techniques, how professionally trained call centre agents can improve your business, as well as dealing with dissatis ed customers. Customer service is the heart of any business. In our highly competitive business world, e ective management of customer queries play a large role in how your business is perceived by the public, and it can determine the success or failure of your product or service. Because of this, trained customer service and contact centre agents are highly sought after in all industries.
Entry Requirement This course is available to all learners, of all academic backgrounds. Learners should be aged 16 or over to undertake the quali cation. Good understanding of English language, numeracy andwould ICT you are like required Hello, to talk to attend this about our products? course. https://www.johnacademy.co.uk/course/customer-service-and-contact-centre-training-diploma/
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Customer Service and Contact Centre Training Diploma - John Academy
Assessment: At the end of the course, you will be required to sit an online multiple-choice test. Your test will be assessed automatically and immediately so that you will instantly know whether you have been successful. 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.
Why choose us? A ordable, engaging & high-quality e-learning study materials; Tutorial videos/materials from the industry leading experts; Study in a user-friendly, advanced online learning platform; E cient exam systems for the assessment and instant result; The UK & internationally recognized accredited quali cation; Access to course content on mobile, tablet or desktop from anywhere anytime; The bene t of applying for NUS Extra Discount Card; 24/7 student support via email.
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. COURSE CURRICULUM
Module 01
Understanding Customer Service
00:17:00
Identifying Customer Expectations
00:06:00
Providing Excellent Customer Service
00:07:00
Module 02
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Customer Service and Contact Centre Training Diploma - John Academy
Focusing on the Customer
00:08:00
Customer Service and the Telephone
00:08:00
Handling Complaints
00:12:00
Enduring Stress
00:13:00
Module 03
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
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00:15:00
cult People
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Customer Service and Contact Centre Training Diploma - John Academy
What is Customer Service?
00:15:00
Who Are Your Customers?
00:15:00
Module 04
Six Critical Elements
00:30:00
Understanding Leadership
00:30:00
Five Practices of Leadership
00:45:00
Module 05
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
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Customer Service and Contact Centre Training Diploma - John Academy
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
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 06
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
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Customer Service and Contact Centre Training Diploma - John Academy
Strategies for Customer Retention
00:15:00
The Development Team
00:15:00
What CRM Is and Who It Serves
00:15:00
Module 07
Getting Started
00:05:00
It Starts at the Top
00:20:00
Peer Training
00:20:00
How to Build Rapport
00:30:00
Learn to Listen
00:25:00
Manners Matter – Etiquette & Customer Service (I)
00:25:00
Manners Matter – Etiquette & Customer Service (II)
00:20:00
Handling Di
00:25:00
Getting the Necessary Information
00:15:00
Performance Evaluations
00:20:00
Training Doesn’t Stop
00:15:00
Wrapping Up
00:05:00
cult Customers
Mock Exam Final Exam
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ABOUT We are a company who is best known for o ering awarding body accredited courses for anyone who wishes to take their professional life to the next level. 11 Floor, 15 St Botolph Street, London EC3A 7BB 020 3744 3990 info@johnacademy.co.uk CERTIFICATE CODE Enter Certi cate Code
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