Description
The Customer Service Management course is designed to provide learners with an in-depth understanding of the keys to providing successful Customer Service Management. It is ideal for those who work in a retail or sales environment, who are looking to develop their communication skills, introducing fundamental strategies that can be applied to a wide range of roles.
This practical training course includes case studies and practical exercises that will help you to deliver excellent customer service in-person, over the phone and online. It covers body language techniques, telephone etiquette how to identify your customers’ needs, and much more.
Not only that, but you will learn how to manage stress effectively when dealing with difficult customers, with tips on how to recover customers and deal with complaints and challenging scenarios. By the end of the course, you will have an in-depth understanding of the key factors that contribute toward excellent customer support, with the expertise and knowledge to deal with any customer-facing situation successfully.
Accredited, quality CPD training
Instant e-certificate and hard copy dispatch by next working day
Fully online, interactive course with audio voiceover
Course material developed by qualified professionals
Self-paced learning accessible via laptop, tablet and smartphone
24/7 Learning assistance and tutor support
Discounts on bulk purchases
Who should take the course
This Customer Service Management training course is ideal for anyone looking to fast track a career in a customer-serving role, such as:
Customer Service Management Representative
Sales Assistant
Sales Advisor
Retail Sales Associate
Telesales Executive
Learning Outcomes
By the end of the course, learners will be able to:
Understand the different types of customers and the skills required to deliver excellent customer service
Use positive body language to provide support to customers and clients
Identify clients’ and customers’ needs, going the extra mile to ensure their satisfaction
Deal with and address complaints and difficult customers professionally
Use proper telephone etiquette and understand the drawbacks of over the phone customer service
Provide electronic customer service and follow proper netiquette
Recover difficult customers and manage their own stress/emotions professionally
Influence customers to make a purchase and advise them on their shopping choices
Accreditation
All of our courses are fully accredited. The content of the Customer Service Management course is certified by the CPD Certification Service as conforming to the continuous professional development principles. This course provides you with up-to-date skills and knowledge and helps you to become more competent and effective in your chosen field.
Assessment
At the end of the course, there will be an online assessment, which you will need to pass to complete the course. Answers are marked instantly and automatically, allowing you to know straight away whether you have passed. If you haven’t, there’s no limit on the number of times you can take the final exam. All this is included in the one-time fee you paid for the course itself.
Certification
Once you’ve successfully completed your course, you will immediately be sent a digital certificate. Also, you can have your printed certificate delivered by post (shipping cost £3.99). Our certifications have no expiry dates, although we do recommend that you renew them every 12 months.
Curriculum
Module One: Who We Are and What We Do
Module Two: Establishing Your Attitude
Module Three: Identifying and Addressing Customer Needs
Module Four: Generating Return Business
Module Five: In-Person Customer Service
Module Six: Giving Customer Service over the Phone
Module Seven: Providing Electronic Customer Service
Module Eight: Recovering Difficult Customers
Module Nine: Understanding When to Escalate
