Program Overview
This CPD-certified online course introduces customer service skills, covering principles, techniques, and strategies. Through 20 videos, it covers topics such as handling complaints, building relationships, and managing disruptions. The course emphasizes the importance of customer service in all positions, especially for career starters, and is accessible on mobile devices with unlimited retakes allowed for the online assessment.
Program Outline
Degree Overview:
The Customer Service Skills course is an introduction to effective customer service, focusing on interactions with customers and building positive relationships. The overview states that completing the course will make learners aware of the importance of customer service skills in most positions, particularly at career starts. It emphasizes that these skills foster positive customer relationships, often crucial for business success. The course highlights the importance of treating customers well regardless of one's position.
Outline:
The course covers the following topics:
- Principles of customer service
- Customer Service Begins with Self-Service
- Managing Disruptions and Delays
- Dealing with Complaints and Returns
- Creating an Emotional Connection
- Managing Customer Relationships
- Presentation and meeting the needs of customers
- Dress For Success
- Follow Up on Promises
- Always Smile
- Never Show Fear
- Customer journey and solving issues
- Identify the problem
- Speak with a supervisor
- Complaint handling
- Remain calm
- Respond quickly
- Develop a plan of action The course duration is 1-2 hours.
Assessment:
The assessment consists of a 20-question multiple-choice online test taken after completing the training material. A passing score is 80%. The answers are automatically marked, providing immediate results. The course is 100% online and accessible on mobile devices. It only mentions that customer service skills are valuable assets, especially at career starts, and are important in most positions.
Other:
The course is CPD Certified. It costs £20.
