Customer Service Skills
£20 + VAT
Our Customer Service Skills will help you gain a greater understanding on how to anticipate reactions and expectations from customers and acknowledge that some customers can be tricky and in these situations you will learn the best techniques in order to stay professional and calm.
All about this course
Our Customer Service Skills course is suitable for anyone working in any type of customer service environment.
Throughout this Customer Service Skills course, you will learn that the customer experience is seen as one of the most important things for any business, small or large.
You will also gain a greater knowledge around providing quality customer service and how you can adapt to changes and alter your approach to suit everyone.
Being able to anticipate the reactions or expectations of customers is essential in doing your job and you need to be able to work with customers and listen to their queries in order to provide a good level of service.
In this course you will acknowledge some customers can be very tricky to deal with and in these situations you will learn how to remain calm and professional by learning the HEAT technique.
At the end of this course you will learn the importance of customer feedback and the ability it is has for you to reflect on the information that is given and learn from it.
In order to complete the course, you must achieve 80% or more in the final multiple choice quiz.
You will earn 3 CPD points on completion of the course, this course will take around 3 hours to complete and the certificate will last for two years.
Fully CPD registered
Completed online with instant downloadable certificate
Suitable for people working in customer service roles
Fully printed certificate posted next day
Complete the online multiple choice assessment as many times as you need to pass
Units covered
Unit 1 – Principles of customer service – In the first unit of our Customer Service Skills course you will learn that the customer experience in a business is around interaction, this is from the initial point of contract, right through to the final point of product/service use. You will acknowledge the customer experience is not an easy thing to manage and takes a lot of work, as it is about making the entire experience the customer has to the highest of standards.
Unit 2 – Presentation and meeting the needs of customers – In this unit you will be introduced to why having a strong image is vital for anyone working in customer service. Wearing the right clothes and dressing formally is usually the best thing and you will learn the importance of this even if your not meeting customers face to face.
Unit 3 – Customer journey and solving issues – This unit will introduce you to what a customer journey map is and that it is a way of looking closely at when a customer is contacted and in what way. You will learn that customer journey maps can be very valuable to an organistation and show a visual representation of when customers are contacted and what information is given.
Unit 4 – Complaint handling – In this unit you will learn some customers can be very tricky to deal with and in these situations you will learn dissatisfied customers can express their emotions in a range of different ways. Therefore learning the HEAT technique in this unit can be used to calm any customer down who maybe unhappy.
Unit 5 – Feedback and improvement – In the final unit of our Customer Service Skills course you will look at the customer service interactions and what will help to improve relations with clients, by doing so you will learn this will increase conversion rates, being able to train staff to a higher level and improve the service provided.
