233 Customer Experience courses

Customer Service Level 2: In today's competitive landscape, customer service isn't just a nice-to-have; it's a critical component of business success. The ability to provide exceptional customer service can be the difference between thriving and merely surviving in the market. Building upon the foundational principles covered in Customer Service Level 1, our comprehensive Customer Service Level 2 course delves deeper into advanced strategies and techniques to elevate your customer experience to new heights.   Module 1: Introduction to Customer Service The foundation of exceptional customer service begins with a thorough understanding of its principles and importance. In this module, participants will gain insights into the fundamental concepts of customer service, including its role in business success, the impact of positive customer experiences, and the psychology of customer satisfaction. Through interactive lessons and case studies, learners will develop a solid understanding of why customer service excellence is crucial for organizations across industries. Module 2: Customer Needs Assessment and Problem Solving Anticipating and addressing customer needs effectively is a cornerstone of outstanding customer service. This module equips participants with the skills to assess customer requirements accurately and proactively identify potential issues before they escalate. Through role-playing exercises and real-world scenarios, learners will hone their problem-solving abilities and learn how to tailor solutions to meet the unique needs of each customer. Module 3: Effective Customer Engagement and Relationship Management Building strong and lasting relationships with customers is essential for fostering loyalty and driving repeat business. In this module, participants will discover strategies for engaging customers effectively across various touchpoints, including in-person interactions, phone calls, emails, and social media platforms. Through practical tips and best practices, learners will learn how to cultivate trust, empathy, and rapport with customers, leading to enhanced satisfaction and loyalty. Module 4: Handling Complaints and Service Recovery Even the best organizations encounter challenges and complaints from customers. However, it's how these issues are addressed and resolved that truly sets companies apart. In this module, participants will learn proven techniques for managing customer complaints with professionalism and empathy. From active listening and de-escalation strategies to offering appropriate solutions and service recovery, learners will gain the confidence and skills needed to turn negative experiences into opportunities for customer delight. Module 5: Multi-Channel and Global Customer Service In today's interconnected world, customers expect seamless service experiences across multiple channels and geographic locations. This module explores the complexities of providing customer service in a global, multi-channel environment. Participants will learn how to leverage technology effectively to streamline communication and support processes, while also respecting cultural nuances and preferences. Through case studies and practical exercises, learners will gain insights into best practices for delivering exceptional customer service in diverse settings.   Course Features: Interactive Learning: Engaging multimedia content, including videos, quizzes, and simulations, keeps participants actively involved throughout the course. Expert Instruction: Our experienced instructors bring a wealth of knowledge and real-world experience to guide learners through each module. Practical Applications: From role-playing exercises to case studies, participants will have ample opportunities to apply their newfound knowledge in realistic scenarios. Flexible Learning: Access the course anytime, anywhere, via our user-friendly online platform, allowing participants to learn at their own pace and convenience. Certification: Upon successful completion of the course, participants will receive a certificate, recognizing their commitment to excellence in customer service.   Conclusion: Customer Service Level 2 is designed for professionals who are committed to delivering exceptional customer experiences and driving business success. Through a comprehensive curriculum covering advanced topics such as needs assessment, problem-solving, relationship management, complaint handling, and global service delivery, participants will emerge with the skills and confidence needed to excel in today's competitive marketplace. Join us on this transformative journey and elevate your customer service to the next level. Course Curriculum Module 1 Introduction to Customer Service Introduction to Customer Service 00:00 Module 2 Customer Needs Assessment and Problem Solving Customer Needs Assessment and Problem Solving 00:00 Module 3 Effective Customer Engagement and Relationship Management Effective Customer Engagement and Relationship Management 00:00 Module 4 Handling Complaints and Service Recovery Handling Complaints and Service Recovery 00:00 Module 5 Multi-Channel and Global Customer Service Multi-Channel and Global Customer Service 00:00

In the fast-changing world of business, and especially IT, everyone in the organisation should be involved in sales. One of the best ways is to give the customer an outstanding experience. The customer experience is the competitive battlefield of today. Sales may be won or lost here. You can either close a sale for a quick buck, or open a long-term relationship to create a high lifetime value customer. By developing excellent communication skills, rapport and, most of all, a desire to serve and listen to the needs of the customer to the best of their ability, both sales teams and other IT professionals will create trust, nurture relationships and develop awareness of other opportunities with the customer. By the end of this course, participants will be able to: Understand the power of a positive customer experience in developing sales opportunities Recognise and develop a sales opportunity when it arises Engage with customers and develop rapport and trust Use verbal and non-verbal communication skills and pick up on signals Ask powerful questions - and listen to the answers Create 'magic moments' for the customer Turn a complaint into an opportunity Know when to ask for referrals and testimonials Pass on leads to the relevant people 1 Introduction Aims and objectives Beliefs about sales 2 Building rapport First impressions Short cuts to rapport Finding common interests 3 Selling or serving? Managing emotions and behaviour - Transactional Analysis Moments of truth - creating 'magic moments' Speed sells - the follow-up 4 Meetings Planning a successful meeting Pre-meeting connection and assistance Sales meeting failure reasons Right v wrong mindset 5 Communication - verbal and non-verbal The 3 Vs - Visual, Verbal, Vocal Picking up on signals 7 power questions Questioning techniques LISTEN - 3 types of listening skills 6 Influencing 6 levels of influence Framing to change perspectives Turning complaints into opportunities 7 Referrals The power of referrals How and when to ask for a referral 5 steps from rapport to referral 8 Presentation and pitching (optional session) Basic presentation structure and delivery Creating powerful impressions Creating a 60-second pitch The elevator 10-second pitch - answering 'What do you do?' Sales presentations Emotion v Intellect - how to engage Using visuals

In today's competitive retail landscape, having a deep understanding of retail operations is more important than ever. This course will give you the essential knowledge and skills to manage a successful retail business.

Whether the Highfield Customer Service e-learning course is used as part of the training for a level 2 customer service qualification or as a stand-alone training course for staff and managers, learners will understand what is meant by, and how to deliver, good customer service in your organisation. From the basic principles of customer service to understanding and anticipating customers’ wants and needs, the course breaks information into engaging and interactive chunks. Areas covered Customer service principles Customers’ needs and expectations Behaviour and interpersonal skills Responding to problems or complaints Who is it aimed at? The course is useful for staff, managers, and apprentices working within any business

This course immerses students in understanding consumer involvement, delving into buying behavior nature, and exploring innovation diffusion and adoption curves, alongside technology's impact on new product decisions. Students will grasp the intricate link between consumer behavior and business strategies. Upon completion, participants will master: Importance and factors influencing consumer behavior, its types, and group influences. Varied forms of reference groups shaping consumer decisions. Nature and types of consumer involvement in buying behavior. Insights into consumer buying behavior dynamics. Understanding diffusion of innovation and the innovation adoption curve. Impact of technology on consumer behavior and decision-making for new products. In this course, the student will learn about consumer involvement and how it relates to the nature and types of buying behaviour. The student will explore the diffusion of innovation and the innovation adoption curve, as well as the various factors that influence consumer decision making for new products, including the role of technology. By the end of the course, the learner will have a deep understanding of how consumer behaviour affects business decisions and strategies. In this course, the student will learn about consumer involvement and how it relates to the nature and types of buying behaviour. The student will explore the diffusion of innovation and the innovation adoption curve, as well as the various factors that influence consumer decision making for new products, including the role of technology. By the end of the course, the learner will have a deep understanding of how consumer behaviour affects business decisions and strategies. VIDEO - Course Structure and Assessment Guidelines Watch this video to gain further insight. Navigating the MSBM Study Portal Watch this video to gain further insight. Interacting with Lectures/Learning Components Watch this video to gain further insight. Factors Influencing Consumer Decision Making Behaviour Self-paced pre-recorded learning content on this topic. Factors Influencing Consumer Decision Making Behaviour Put your knowledge to the test with this quiz. Read each question carefully and choose the response that you feel is correct. All MSBM courses are accredited by the relevant partners and awarding bodies. Please refer to MSBM accreditation in about us for more details. There are no strict entry requirements for this course. Work experience will be added advantage to understanding the content of the course. The certificate is designed to enhance the learner's knowledge in the field. This certificate is for everyone eager to know more and get updated on current ideas in their respective field. We recommend this certificate for the following audience. Consumer Behaviour Analyst Market Research Manager Behavioural Economist Consumer Insights Consultant Decision Making Strategist Consumer Psychology Researcher Consumer Insights Analyst Behavioral Scientist Market Intelligence Specialist Customer Experience Designer Average Completion Time 2 Weeks Accreditation 3 CPD Hours Level Advanced Start Time Anytime 100% Online Study online with ease. Unlimited Access 24/7 unlimited access with pre-recorded lectures. Low Fees Our fees are low and easy to pay online.

The PROUD Principle® 1 Day workshop. An innovative and powerful Customer Service model, providing customer service excellence.

The aim of this course is to provide learners with a foundational understanding of the key concepts and principles that form the basis of modern marketing. Learners will gain a comprehensive understanding of the role of marketing in creating customer value, identifying and analyzing customer needs and desires, and developing effective marketing strategies that meet the needs and desires of customers. The course will also cover the latest developments in marketing concepts and practices, including customer satisfaction and value creation, market planning and marketing mix, and current and future trends in marketing.  After the successful completion of the course, you will be able to learn about the following, Define marketing principles and concepts. Differentiate between customer needs, wants, and desires. Understand how customer satisfaction contributes to value creation. Explore current and future marketing trends. Apply market planning and the marketing mix to strategic initiatives. Delve into the essentials of marketing, from defining principles and understanding customer distinctions to applying market planning and the marketing mix strategically. This course equips participants with a deep understanding of how customer satisfaction contributes to value creation, ensuring a solid foundation in marketing concepts and practices.   Master the fundamental concepts of marketing with this course, covering principles, customer distinctions, and the critical link between customer satisfaction and value creation. Participants will gain insights into applying strategic market planning and the marketing mix, preparing them for diverse roles in marketing, planning, and strategy development. VIDEO - Course Structure and Assessment Guidelines Watch this video to gain further insight. Navigating the MSBM Study Portal Watch this video to gain further insight. Interacting with Lectures/Learning Components Watch this video to gain further insight. Fundamental Concepts in Marketing Self-paced pre-recorded learning content on this topic. Fundamental Concepts in Marketing Put your knowledge to the test with this quiz. Read each question carefully and choose the response that you feel is correct. All MSBM courses are accredited by the relevant partners and awarding bodies. Please refer to MSBM accreditation in about us for more details. There are no strict entry requirements for this course. Work experience will be added advantage to understanding the content of the course. The certificate is designed to enhance the learner's knowledge in the field. This certificate is for everyone eager to know more and get updated on current ideas in their respective field. We recommend this certificate for the following audience. Marketing Analyst Market Strategist Customer Experience Specialist Marketing Planner Value Creation Consultant Trend Analyst Strategic Marketing Coordinator Marketing Mix Manager Average Completion Time 2 Weeks Accreditation 3 CPD Hours Level Advanced Start Time Anytime 100% Online Study online with ease. Unlimited Access 24/7 unlimited access with pre-recorded lectures. Low Fees Our fees are low and easy to pay online.

"Embark on an exploration of the intricate realm of consumer psychology, decoding the intricate links between cognition, emotional responses, and their profound impact on consumer behavior. This comprehensive course delves into pivotal theories and models shaping consumer behavior, including the Theory of Buyer Behavior, Theory of Reasoned Action, Theory of Planned Behavior, Howarth Sheth Model, Sociological Model, Family Decision-Making Model, Engel Blackwell Kollat Model, and Webster and Wind Model. Upon completion, you'll master: Understand the role of Psychology in Consumer behaviour including the effects of cognition and emotions on decision making. Understand the nature and application of behavioural theories in relation to consumer decision-making. Understand and apply the recommendation of different models used in consumer behavior and decision-making. This course aims to explore the key concepts and theories of consumer psychology, cognition, and emotional reactions, as well as the various models and frameworks that help explain buyer behaviour, including the Howarth Sheth Model, Sociological Model, Family Decision Making Model, Engel Blackwell Kollat Model, and Webster and Wind Model. Students will gain a comprehensive understanding of how these theories and models apply to real-world consumer behaviour and decision-making processes. This course aims to explore the complex world of consumer psychology, including cognition and emotional reactions, and how they affect buyer behaviour. Additionally, the course will cover the major theories and models of consumer behaviour, such as the Theory of Buyer Behaviour, Theory of Reasoned Action, Theory of Planned Behavior, Howarth Sheth Model, Sociological Model, Family Decision Making Model, Engel Blackwell Kollat Model, and Webster and Wind Model. VIDEO - Course Structure and Assessment Guidelines Watch this video to gain further insight. Navigating the MSBM Study Portal Watch this video to gain further insight. Interacting with Lectures/Learning Components Watch this video to gain further insight. Consumer Behavior Models And Theories Self-paced pre-recorded learning content on this topic. Consumer Behaviour Models and Theories Put your knowledge to the test with this quiz. Read each question carefully and choose the response that you feel is correct. All MSBM courses are accredited by the relevant partners and awarding bodies. Please refer to MSBM accreditation in about us for more details. There are no strict entry requirements for this course. Work experience will be added advantage to understanding the content of the course. The certificate is designed to enhance the learner's knowledge in the field. This certificate is for everyone eager to know more and get updated on current ideas in their respective field. We recommend this certificate for the following audience. Consumer Behaviour Analyst Market Research Manager Behavioural Economist Consumer Insights Consultant Decision Making Strategist Consumer Psychology Researcher Consumer Insights Analyst Behavioral Scientist Market Intelligence Specialist Customer Experience Designer Average Completion Time 2 Weeks Accreditation 3 CPD Hours Level Advanced Start Time Anytime 100% Online Study online with ease. Unlimited Access 24/7 unlimited access with pre-recorded lectures. Low Fees Our fees are low and easy to pay online.

This course aims to equip learners with a deep understanding of the theoretical and practical aspects of consumer buying behaviour, including the decision-making process, stages involved, factors that influence decision making, and the impact of heuristics, enabling them to develop effective marketing strategies and make informed business decisions. Through a combination of theoretical concepts, case studies, and interactive exercises, learners will gain the skills and knowledge necessary to succeed in a constantly evolving marketplace. After the successful completion of the course, you will be able to learn about the following, The concept of consumer buying behaviour. Consumer buying decision making process. Stages of consumer decision making. Factors influencing decision making. The influence of heuristics on consumer decision making. This course aims to equip learners with a deep understanding of consumer buying behaviour, including the decision making process, the different stages involved, the various factors that influence decision making, and the role of heuristics in shaping consumers' choices, to enable learners to develop effective marketing strategies and ultimately drive business success. This course aims to equip learners with a deep understanding of the theoretical and practical aspects of consumer buying behaviour, including the decision-making process, stages involved, factors that influence decision making, and the impact of heuristics, enabling them to develop effective marketing strategies and make informed business decisions. Through a combination of theoretical concepts, case studies, and interactive exercises, learners will gain the skills and knowledge necessary to succeed in a constantly evolving marketplace. VIDEO - Course Structure and Assessment Guidelines Watch this video to gain further insight. Navigating the MSBM Study Portal Watch this video to gain further insight. Interacting with Lectures/Learning Components Watch this video to gain further insight. Understanding Consumer Decision Making Behaviour Self-paced pre-recorded learning content on this topic. Understanding Consumer Decision Making Behaviour Put your knowledge to the test with this quiz. Read each question carefully and choose the response that you feel is correct. All MSBM courses are accredited by the relevant partners and awarding bodies. Please refer to MSBM accreditation in about us for more details. There are no strict entry requirements for this course. Work experience will be added advantage to understanding the content of the course. The certificate is designed to enhance the learner's knowledge in the field. This certificate is for everyone eager to know more and get updated on current ideas in their respective field. We recommend this certificate for the following audience. Consumer Insights Analyst Market Researcher Consumer Behaviour Specialist Marketing Strategist Consumer Behaviour Consultant Behavioural Economist Product Manager Advertising Executive Customer Experience Manager Brand Manager Average Completion Time 2 Weeks Accreditation 3 CPD Hours Level Advanced Start Time Anytime 100% Online Study online with ease. Unlimited Access 24/7 unlimited access with pre-recorded lectures. Low Fees Our fees are low and easy to pay online.

This course provides an in-depth understanding of the Extended Marketing Mix, unraveling the marketing process and its planning elements. Participants will identify various business processes, delve into standard operating procedures (SOP), and enhance customer service consistency through a focus on people and customer interface. After the successful completion of the course, you will be able to learn about the following, Understand the Extended Marketing Mix. Explore the Marketing Process and Its Elements. Master Marketing Mix Planning. Identify Types of Business Processes. Comprehend Standard Operating Procedures (SOP). Enhance Consistency in Customer Service through People and Customer Interface. Discover Qualities of an Effective Customer Service Representative. Explore the intricacies of the Extended Marketing Mix, covering planning, business processes, and standard operating procedures. This course emphasizes the crucial role of people and customer interface in ensuring consistency in customer service. Participants will discover the qualities of an effective customer service representative, preparing them for advanced roles in marketing.   This course delves into advanced marketing concepts, focusing on the Extended Marketing Mix, business processes, and standard operating procedures. Participants will gain insights into ensuring consistency in customer service through effective people and customer interface strategies, equipping them for strategic roles in marketing planning and execution. VIDEO - Course Structure and Assessment Guidelines Watch this video to gain further insight. Navigating the MSBM Study Portal Watch this video to gain further insight. Interacting with Lectures/Learning Components Watch this video to gain further insight. Understanding the Extended Marketing Mix Self-paced pre-recorded learning content on this topic. Understanding the Extended Marketing Mix Put your knowledge to the test with this quiz. Read each question carefully and choose the response that you feel is correct. All MSBM courses are accredited by the relevant partners and awarding bodies. Please refer to MSBM accreditation in about us for more details. There are no strict entry requirements for this course. Work experience will be added advantage to understanding the content of the course.The certificate is designed to enhance the learner's knowledge in the field. This certificate is for everyone eager to know more and get updated on current ideas in their respective field. We recommend this certificate for the following audience. Marketing Mix Strategist Process Analyst SOP Coordinator Customer Service Consistency Manager Business Process Planner People Interface Specialist Customer Experience Analyst Marketing Planning Consultant Average Completion Time 2 Weeks Accreditation 3 CPD Hours Level Advanced Start Time Anytime 100% Online Study online with ease. Unlimited Access 24/7 unlimited access with pre-recorded lectures. Low Fees Our fees are low and easy to pay online.