Advanced Diploma in Customer Service

Customer service is the key to success in any business. It is widely acknowledged that customer service can make or break the success of a business. If you need to improve your customer service skills, then this course will help you with that significantly. You will know how your attitude affects customer services and learn to identify your customer's needs through this. Also, learn how to deal with difficult customers and also connect with your customers online. In this course, you will learn all the necessary customer service skills and knowledge you require to excel in your ability in the field.

Customer support or after-sales expert who want to upgrade their skills in customer service.

People who have an interest in knowing how customer services work.

CPD

Module One: Getting Started

Workshop Objectives

Module Two: Who We Are and What We Do

• Who Are Customers?
• What Is Customer Service?
• Who Are Customer Service Providers?
• Case Study

Module Three: Establishing Your Attitude

• Appearance Counts!
• The Power of a Smile
• Staying Energized
• Staying Positive
• Case Study

Module Four: Identifying and Addressing Customer Needs

• Understanding the Customer's Situation
• Staying Outside the Box
• Meeting Basic Needs
• Going the Extra Mile
• Case Study

Module Five: Generating Return Business

• Following Up
• Addressing Complaints
• Turning Difficult Customers Around
• Case Study

Module Six: In-Person Customer Service

• Dealing with At-Your-Desk Requests
• The Advantages and Disadvantages of In-Person Customer Service
• Using Body Language to Your Advantage
• Case Study

Module Seven: Giving Customer Service over the Phone

• The Advantages and Disadvantages of Telephone Communication
• Telephone Etiquette
• Tips and Tricks
• Case Study

Module Eight: Providing Electronic Customer Service

• The Advantages and Disadvantages of Electronic Communication
• Understanding Netiquette
• Tips and Tricks
• Eliminate Electronic Ping Pong
• Case Study

Module Nine: Recovering Difficult Customers

• De-Escalating Anger
• Establishing Common Ground
• Setting Your Limits
• Managing Your Own Emotions
• Case Study

Module Ten: Understanding When to Escalate

• Dealing with Vulgarity
• Coping with Insults
• Dealing with Legal and Physical Threats
• Case Study

Module Eleven: Ten Things You Can Do to WOW Customers Every Time

• Ten Tips
• Case Study

Module Twelve: Wrapping Up

• Words from the Wise

• Customer Relationship Management

• Customer Relationship Management

• What CRM Is and Who It Serves
• Checklist for Success
• Requirement Driven Product Selection
• Considerations in Tool Selection
• Strategies for Customer Retention
• Building the Future
• Homegrown vs. Application Service Provider
• Evaluating and Reviewing Your Program
• The Development Team
• Activities

Assessment and Certification:

Upon completion of the course, you will be required to sit an online multiple-choice test. Your test will be assessed automatically and the results will be given to you immediately. Before sitting your final exam you will have the opportunity to test your proficiency with a mock exam. After you have successfully passed the final exam, you will be able to order an Accredited Certificate of Achievement at an additional cost of GBP24 for a PDF copy and GBP39 for an original print copy sent to you by post.

We are a company who is best known for offering awarding body accredited online courses that are available for anyone who wishes to acquire a certification and take their professional life to the next level.

As an online learning site, we are aware of the fact that there are a lot of people out there who considers themselves to be a curious learner but the courses that they are interested in are not available in the area. So, we have decided to give them a chance to learn in a convenient way – in their own convenient place and time.