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If you've ever considered working as a Assistant Store keeper but felt like you lack the knowledge and skills to launch your career, this course might be what you want! The Assistant Store keeper course will allow you to equip yourself with a solid foundation and develop more advanced skills on that foundation. Enrol today to learn all the required knowledge and skills to pursue a rewarding career in the relative industry. The Assistant Store keeper course is for both beginners and those already working in the field. It covers gradually from basics to advanced concepts of being a successful Assistant Store keeper. Anyone passionate about learning can take this course and develop skills and a portfolio to have a competitive edge in the job market. Also, upon completing our Assistant Store keeper course, you will get a widely respected accreditation and a deeper knowledge of the topic. Key Benefits Accredited by CPD Instant e-certificate Fully online, interactive course Self-paced learning and laptop, tablet, smartphone-friendly 24/7 Learning Assistance Curriculum Module 01: Introduction to Store Assistant Module 02: Roles and Responsibilities of a Store Assistant Module 03: Introduction to Retail Management Module 04: Managing a Retail Store Module 05: Visual Merchandising Module 06: Consumer Behaviour Module 07: Dealing with Customers Module 08: Dealing with Suppliers Module 09: Store Psychology Module 10: Legislations Related to Retail Course Assessment You will immediately be given access to a specifically crafted MCQ test upon completing an online module. For each test, the pass mark will be set to 60%. Certificate 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. CPD 10 CPD hours / points Accredited by CPD Quality Standards Who is this course for? The Assistant Store keeper training is ideal for highly motivated individuals or teams who want to enhance their skills and efficiently skilled employees. Requirements There are no formal entry requirements for the course, with enrollment open to anyone! Career path Learn the essential skills and knowledge you need to excel in your professional life with the help & guidance from our Assistant Store keeper training. Certificates Certificate of completion Digital certificate - Included

Compassion-focussed leadership is a transformative move for driving both individual and organisational performance. Long-term success comes from creating a workplace where people actually want to stay and thrive. For all leaders and managers of all levels to attend — Learn an actionable workplace wellbeing action plan that generates a real culture change to workplace wellbeing

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Getting Started With highly experienced tutors guiding the completion of an MBA, this programme fosters personal and managerial development, encouraging students to make unique contributions. The MBA programme has earned an excellent reputation among employers in private, public and voluntary sectors, enabling graduates to pursue senior positions within organisations or even continue their academic journey with a Doctor of Business Administration (DBA) degree. For those seeking to specialise, the Research Specialisation Certificate is an optional add-on, allowing students to choose a management area of interest, such as finance, marketing, human resources, or operations and conduct in-depth research. Successful completion of the MBA Dissertation module earns students this exclusive certificate, recognised by the University and emphasises their commitment to academic research and specialised knowledge. The programme comprises two phases; the first is the Qualifi Level 7 Diploma in Strategic Management and Leadership, awarded by Qualifi and delivered by the School of Business and Technology London. The second phase is the MBA Top Up, awarded and delivered by the University of Central Lancashire through distance learning. This programme offers the same high-quality education as its on-campus counterparts, with access to video lectures, interactive assessments and online discussion forums. Students also benefit from comprehensive support services, including academic and technical assistance and access to online resources. School of Business and Technology London partners with Chestnut Education Group to promote this programme.  About Awarding Body Founded in 1828, the University of Central Lancashire is a public university based in Preston, Lancashire, England. Today, UCLAN is one of the largest in the United Kingdom, with a student and staff community of nearly 38,000. At present, the University has academic partners in all regions of the globe, and it is on a world stage that the first-class quality of its education was first recognised. In 2010, UCLAN became the first UK modern Higher Education institution to appear in the QS World University Rankings. In 2018, the Centre for World University Rankings estimated Central Lancashire to be in the top 3.7 per cent of all global universities, highlighting the growth the University has made in offering students real-world learning experiences and reflecting the University's extensive pool of academic talent. Ranked in the top 7% of universities worldwide. Student Communities from more than 100 countries WES Recognised Qualifi is a UK Government (Ofqual.gov.uk) regulated awarding organisation and has developed a reputation for supporting relevant skills in a range of job roles and industries, including Leadership, Enterprise and Management, Hospitality and catering, Health and Social Care, Business Process Outsourcing and Public Services. Qualifi is also a signatory to BIS international commitments of quality. The following are the key facts about Qualifi. Regulated by Ofqual.gov.uk World Education Services (WES) Recognised Assessment Assignments and Project No examinations Entry Requirements Applicants should normally have a good first degree or equivalent and be working in or have recently worked within business management area. If English is not your first language, you will be expected to demonstrate a certificated level of proficiency of at least IELTS 6.5 (Academic level) or equivalent English Language qualification. Progression An MBA graduate can pursue a fruitful career in many industries. MBA can open career opportunities in various sectors such as banking and financial services, investment banking, management consulting, insurance, hospitality, media, information technology (IT) and marketing. An MBA is often a pathway to promotion or a career change as you will gain a professional reputation and develop essential skills in the sector you choose to pursue. Learners must request before enrolment to interchange unit(s) other than the preselected units shown in the SBTL website because we need to make sure the availability of learning materials for the requested unit(s). SBTL will reject an application if the learning materials for the requested interchange unit(s) are unavailable. Learners are not allowed to make any request to interchange unit(s) once enrolment is complete. Structure Phase 1 - Qualifi Level 7 Diploma in Strategic Management and Leadership Programme Structure To attain 120 credits, learners must complete the six compulsory units and select at least two optional units. Mandatory Units Unit 702: Manage Team Performance to Support Strategy Unit code: Y/506/9067 TQT : 150 Credit: 15 This unit's objective is to enable learners to delve into the evaluation and enhancement of team performance to achieve strategic goals. Additionally, learners will be introduced to various management models, concepts, and ideas that can assist in establishing objectives for departments, projects, teams, and individual performance. Unit 704: Information Management and Strategic Decision Taking Unit code: H/506/9068 TQT : 150 Credit: 15 This unit aims to tackle the abundance and intricacy of data and information accessible to organisations and to teach how to analyse, apply, and ascertain its value in shaping strategic decisions. Unit 705: Leading a Strategic Management Project Unit code: L/506/9065 TQT : 150 Credit: 15 This unit will engage the learner in crafting research and methodologies to bolster a strategic management project. They will need to assess options and data sources critically before presenting the outcomes of the project. Unit 706: Strategic Direction Unit code: D/506/9068 TQT : 150 Credit: 15 The purpose of this unit is to delve into the strategic aims and objectives of an organisation and to understand their importance in defining direction, as well as gauging success and progress for the organisation. Additionally, the unit will examine how various strategic options may lead the organisation to alter its course. Unit 711: Strategic Planning Unit code: Y/506/9070 TQT : 150 Credit: 15 This unit focuses on the significance of the strategic planning process in crafting suitable strategies and creating a plan that garners support from stakeholders and other organizational leaders. Learners will also engage in a critical evaluation of the program and its subsequent success. Unit 724: Development as a Strategic Manager Unit code: J/506/9064 TQT : 150 Credit: 15 This unit aims to foster organizational and self-awareness in learners. It lays the groundwork for a self-critical and reflective approach to personal development, which is essential when operating strategically. Additionally, it considers broader contextual factors within the organization and the environment, recognizing their role in contributing to the overall strategic success of both the individual and the organization.   Optional Units Unit 703: Finance for Managers Unit code: D/506/9071 TQT : 150 Credit: 15 The purpose of this unit is to assist learners in comprehending and applying financial information and data. This unit holds significance for learners as it aids in making informed financial decisions. Unit 708: Strategic Marketing Unit code: M/506/9074 TQT : 150 Credit: 15 This unit will explore the foundational models, techniques, and theories that form the basis of marketing and can contribute to achieving strategic objectives. It will also give learners a critical comprehension of the marketing function within intricate organizations. Unit 710: Organisational Change Strategies Unit code: K/506/9073 TQT : 150 Credit: 15 The primary objective of this unit is to equip learners with the knowledge and skills to understand, plan, and execute organizational change effectively. While prevailing wisdom in the business world often emphasizes the need for fast, large-scale, and transformative change for corporate survival, there is evidence to suggest that many successful organizations adopt a slower and more cautious approach. Moreover, change initiatives have a reported failure rate of around 70%. This underscores the complexity of managing organizational change, making it a critical skill for successful leaders and organizations. This unit will scrutinize the evolving nature of organizations and the associated challenges they encounter. It will explore the key approaches to change management and demonstrate how these align with the various types of changes organizations undergo, particularly concerning individual, group, and organizational behaviour. Unit 712: Human Resource Planning Unit code: H/506/9072 TQT : 150 Credit: 15 This unit will cover key considerations in planning for and acquiring a workforce capable of achieving strategic objectives. It will also examine the limitations and external factors that impact an organization's HR practices.   Phase 2 - MBA Top-Up Programme Structure Dissertation Module Delivery Methods The programme comprises two phases; the first is the Level 7 Diploma in Strategic Management and Leadership awarded by Qualifi and delivered by the School of Business and Technology London. The School of Business and Technology London offers flexible learning methods, including online and blended learning, allowing students to choose the mode of study that suits their preferences and schedules. The programme is self-paced and facilitated through an advanced Learning Management System. Students can easily interact with tutors through the SBTL Support Desk Portal System for course material discussions, guidance, assistance, and assessment feedback on assignments. School of Business and Technology London provides exceptional support and infrastructure for online and blended learning. Students benefit from dedicated tutors who guide and support them throughout their learning journey, ensuring a high level of assistance. The second phase is the MBA Top Up, awarded and delivered by the University of Central Lancashire through distance learning. The University of Central Lancashire (UCLan) offers a range of distance learning options for students who require the flexibility to study remotely. These options include online courses, blended learning, and supported distance learning. UCLan's distance learning courses are designed to provide students with the same high-quality education as on-campus courses, with access to resources such as video lectures, online discussion forums, and interactive assessments. The University also provides a range of support services for distance learning students, including academic support, technical support, and access to the University's library and online resources. Resources and Support School of Business & Technology London is dedicated to offering excellent support on every step of your learning journey. School of Business & Technology London occupies a centralised tutor support desk portal. Our support team liaises with both tutors and learners to provide guidance, assessment feedback, and any other study support adequately and promptly. Once a learner raises a support request through the support desk portal (Be it for guidance, assessment feedback or any additional assistance), one of the support team members assign the relevant to request to an allocated tutor. As soon as the support receives a response from the allocated tutor, it will be made available to the learner in the portal. The support desk system is in place to assist the learners adequately and streamline all the support processes efficiently. Quality learning materials made by industry experts is a significant competitive edge of the School of Business & Technology London. Quality learning materials comprised of structured lecture notes, study guides, practical applications which includes real-world examples, and case studies that will enable you to apply your knowledge. Learning materials are provided in one of the three formats, such as PDF, PowerPoint, or Interactive Text Content on the learning portal. How does the Online Learning work at SBTL? We at SBTL follow a unique approach which differentiates us from other institutions. Indeed, we have taken distance education to a new phase where the support level is incredibly high.Now a days, convenience, flexibility and user-friendliness outweigh demands. Today, the transition from traditional classroom-based learning to online platforms is a significant result of these specifications. In this context, a crucial role played by online learning by leveraging the opportunities for convenience and easier access. It benefits the people who want to enhance their career, life and education in parallel streams. SBTL's simplified online learning facilitates an individual to progress towards the accomplishment of higher career growth without stress and dilemmas. How will you study online? With the School of Business & Technology London, you can study wherever you are. You finish your program with the utmost flexibility. You will be provided with comprehensive tutor support online through SBTL Support Desk portal. How will I get tutor support online? School of Business & Technology London occupies a centralised tutor support desk portal, through which our support team liaise with both tutors and learners to provide guidance, assessment feedback, and any other study support adequately and promptly. Once a learner raises a support request through the support desk portal (Be it for guidance, assessment feedback or any additional assistance), one of the support team members assign the relevant to request to an allocated tutor. As soon as the support receive a response from the allocated tutor, it will be made available to the learner in the portal. The support desk system is in place to assist the learners adequately and to streamline all the support process efficiently. Learners should expect to receive a response on queries like guidance and assistance within 1 - 2 working days. However, if the support request is for assessment feedback, learners will receive the reply with feedback as per the time frame outlined in the Assessment Feedback Policy.

Fatigue journeys vary from person to person - no two experiences are the same. But there's one challenging topic that seems to feature in most people's journeys at one time or another... communication! In this webinar recording I share tips and advice on how to tackle five of the most common conversation challenges when you're on a fatigue recovery journey. How this webinar will help you There are many reasons why conversations with others can be challenging when you've got fatigue - the key one being that fatigue challenges seem to be very difficult to understand (or even believe) if you haven't been through one yourself. And this really doesn't help when it comes to interacting with others - whether that be your loved ones, colleagues, or those you've only just met. I've helped countless people figure out how to communicate with those around them, in ways that don't negatively impact their health - while keeping both parties feeling as positive about the interaction as possible. This has given me a clear view of the most common challenges people face, and the solutions that tend to work best. And that's what I share with you in this recording of a webinar held recently. Of course, conversations are contextual and every single one is unique. But the tips and suggestions I share here can be tailored and customised to many different situations. I can't commit to running this as a live event terribly often, so I recorded the last time I ran it - and now offer it to you to purchase on demand. Meaning you can access this help straight away! Contents A quick introduction! Comms_intro.mov 2 mins101 MB The webinar recording In this 49 minute video, hear me give advice and tips on how to tackle these tricky communication situations: Communicating your situation to those you live with/are close to - in a way that goes well, and doesn't negatively impact your health/symptoms How to talk to people who are 'helpfully' trying to tell you how to cure yourself (when you know it's wrong!) Socialising with friends when you have fatigue Navigating conversations at large events (weddings, parties etc) How to talk to people who don't understand fatigue (or even believe in it) Main event.mp4 49 mins83 MB A copy of the slides I presented Communicating when fatigued0410.pdf 1.38 MB The Q&A digest This is a written capture of the Q&A discussion, held after my main presentation. I didn't record the Q&A in order to allow those who attended live to feel comfortable switching their cameras on and participating in the discussion. I hope you find this written summary helpful. Comms webinar Q&A capture.pdf 65.6 KB

Our extensive Call Centre & Customer Service Training course will help your call center workforce reach its full potential. Our 10-module programme covers all the essentials for providing great customer service, from learning the fundamentals to honing communication skills and creating goals. Develop your questioning skills, master phone etiquette, and improve your public speaking abilities. Equip yourself with the instruments required to succeed in the fast-paced field of customer service with an emphasis on pragmatism and benchmarking. Become a light of excellence for your call center by partnering with us. Key Features: CPD Certified Free Certificate Developed by Specialist Lifetime Access Throughout this course, participants will first gain an understanding of the core competencies and knowledge required for work in contact centres and customer service. The nuances of phone etiquette will then be covered in detail, enabling them to speak with professionalism and effectiveness when on the phone. Learners will explore different types of questions and how to respond to them appropriately, enhancing their ability to assist customers efficiently. They'll also learn techniques to speak confidently and skillfully, aiming to provide stellar customer service experiences. The curriculum emphasises key steps in handling customer interactions, setting achievable goals, and effectively closing conversations. Learners will gain insights into benchmarking performance and utilising various tools to support their customer service efforts effectively. Overall, this curriculum equips learners with the essential skills and knowledge needed to excel in call centre and customer service roles. Course Curriculum: Module 01: The Basics (I) Module 02: The Basics (II) Module 03: Phone Etiquette Module 04: Types of Questions Module 05: Speaking Like a Star Module 06: Key Steps Module 07: Goal Setting Module 08: Closing Module 09: Benchmarking Module 10: Tools Learning Outcomes: Understand fundamental principles of call centre and customer service operations. Master phone etiquette for effective communication in customer interactions. Develop skills to handle various types of customer inquiries confidently. Enhance verbal communication techniques to engage and assist customers effectively. Implement key steps and strategies to achieve customer service goals. Utilise benchmarking and tools for continuous improvement in service quality. CPD 10 CPD hours / points Accredited by CPD Quality Standards Who is this course for? Individuals aspiring for customer service or call centre roles. Professionals seeking to enhance customer communication and service skills. Job seekers aiming for entry-level positions in customer support. Anyone interested in understanding call centre operations and customer service. Individuals aiming to improve their communication skills in service-oriented roles. Career path Customer Service Representative Call Centre Operator Customer Support Assistant Helpdesk Support Agent Client Relationship Manager Sales Support Executive Certificates Digital certificate Digital certificate - Included Certificate of Completion Digital certificate - Included Will be downloadable when all lectures have been completed.

Our extensive Call Centre & Customer Service Training course will help your call center workforce reach its full potential. Our 10-module programme covers all the essentials for providing great customer service, from learning the fundamentals to honing communication skills and creating goals. Develop your questioning skills, master phone etiquette, and improve your public speaking abilities. Equip yourself with the instruments required to succeed in the fast-paced field of customer service with an emphasis on pragmatism and benchmarking. Become a light of excellence for your call center by partnering with us. Key Features: CPD Certified Developed by Specialist Lifetime Access Throughout this course, participants will first gain an understanding of the core competencies and knowledge required for work in contact centres and customer service. The nuances of phone etiquette will then be covered in detail, enabling them to speak with professionalism and effectiveness when on the phone. Learners will explore different types of questions and how to respond to them appropriately, enhancing their ability to assist customers efficiently. They'll also learn techniques to speak confidently and skillfully, aiming to provide stellar customer service experiences. The curriculum emphasises key steps in handling customer interactions, setting achievable goals, and effectively closing conversations. Learners will gain insights into benchmarking performance and utilising various tools to support their customer service efforts effectively. Overall, this curriculum equips learners with the essential skills and knowledge needed to excel in call centre and customer service roles. Course Curriculum: Module 01: The Basics (I) Module 02: The Basics (II) Module 03: Phone Etiquette Module 04: Types of Questions Module 05: Speaking Like a Star Module 06: Key Steps Module 07: Goal Setting Module 08: Closing Module 09: Benchmarking Module 10: Tools Learning Outcomes: Understand fundamental principles of call centre and customer service operations. Master phone etiquette for effective communication in customer interactions. Develop skills to handle various types of customer inquiries confidently. Enhance verbal communication techniques to engage and assist customers effectively. Implement key steps and strategies to achieve customer service goals. Utilise benchmarking and tools for continuous improvement in service quality. CPD 10 CPD hours / points Accredited by CPD Quality Standards Who is this course for? Individuals aspiring for customer service or call centre roles. Professionals seeking to enhance customer communication and service skills. Job seekers aiming for entry-level positions in customer support. Anyone interested in understanding call centre operations and customer service. Individuals aiming to improve their communication skills in service-oriented roles. Career path Customer Service Representative Call Centre Operator Customer Support Assistant Helpdesk Support Agent Client Relationship Manager Sales Support Executive Certificates Digital certificate Digital certificate - Included Will be downloadable when all lectures have been completed.

Imagine embarking on a Customer Support Training Course that equips you with essential skills crucial in today's digital age. Customer support is not just about solving problems; it's about fostering positive relationships and ensuring satisfaction. In our modern world, where businesses thrive on customer loyalty, mastering Customer Support is paramount. This course teaches you effective communication, telephone etiquettes, and negotiation techniques, preparing you to handle various customer interactions confidently. These skills are invaluable in both daily life and professional careers, opening doors to job opportunities across the UK. Customer Support roles are in high demand, with salaries reflecting this need-ranging from competitive entry-level packages to lucrative senior positions. The sector is growing steadily, with a significant rise in job openings over the past decade. By enrolling in this course, you not only enhance your employability but also contribute to your personal growth and the success of any organization you join. Customer Support isn't just a skill; it's a pathway to thriving in today's service-driven economy. Key Features: CPD QS Certified Customer Support Course Free Certificate Developed by Specialist Lifetime Access Course Curriculum Module 01: Introduction to Call Centre Module 02: Traits of a Call Centre Agent Module 03: Agent and Customer Relationship Module 04: Telephone Etiquettes Module 05: Communication Skills Module 06: Scripts and Negotiation Techniques Module 07: Managing Difficult Customers Module 08: Call Centre Metrics and Benchmarking Module 09: Call Centre Technology and Trends Learning Outcomes: Develop strong customer rapport for enhanced service delivery and satisfaction. Perfect telephone etiquette to create a positive and professional impression. Acquire effective communication skills for seamless customer-agent interactions. Hone negotiation techniques within scripted scenarios for optimal outcomes. Navigate challenging customer situations with confidence and strategic proficiency. Interpret call centre metrics to drive performance and achieve benchmarked success. CPD 10 CPD hours / points Accredited by CPD Quality Standards Who is this course for? This Customer Support Training course is accessible to anyone eager to learn more about this topic. Through this course, you'll gain a solid understanding of Customer Support Training. Moreover, this course is ideal for: Aspiring customer service professionals seeking skills enhancement. Call centre agents eager to refine their customer interaction capabilities. Team leaders aiming to elevate their team's customer satisfaction scores. Customer support managers focused on improving overall team performance. Individuals in roles requiring mastery of call centre dynamics and metrics. Requirements There are no requirements needed to enrol into this Customer Support Training course. We welcome individuals from all backgrounds and levels of experience to enrol into this Customer Support Training course. Career path After finishing this Customer Support Training course you will have multiple job opportunities waiting for you. Some of the following Job sectors of Customer Support are: Customer Service Representative - £18K to 25K/year Call Centre Team Leader - £22K to 30K/year Customer Support Manager - £30K to 40K/year Technical Support Specialist - £20K to 28K/yr Customer Experience Analyst - £25K to 35K/yr Certificates Digital certificate Digital certificate - Included Certificate of Completion Digital certificate - Included Will be downloadable when all lectures have been completed.

In the bustling realm of customer service, mastery isn't merely an option; it's the golden ticket to unlocking unparalleled success. Picture this: every interaction, a chance to dazzle and delight, transforming ordinary moments into extraordinary experiences. Welcome to the realm where every conversation holds the potential to forge lasting connections and elevate brand loyalty to unprecedented heights. Key Features: CPD Certified Free Certificate Developed by Specialist Lifetime Access Within these carefully crafted modules lies the blueprint for customer service excellence. Explore the intricacies of communication, from the subtle nuances of phone etiquette to the art of building unwavering rapport over the airwaves. Navigate the ebb and flow of inbound and outbound calls with finesse, mastering the delicate dance of active listening and gracefully managing even the toughest of callers. Beyond the realms of mere conversation, delve into the realm of problem-solving prowess, equipped with the tools to navigate any challenge that comes your way. Here, each module is a stepping stone towards a deeper understanding of the intricate tapestry that is customer relationship management, culminating in the ability to measure success not just in metrics, but in the smiles of satisfied customers. Welcome to a world where every call is an opportunity, and excellence is not just a goal but a way of life. Course Curriculum Module 01: Introduction to Customer Service Module 02: What's Different about Good Customer Service? Module 03: Customer Relationship Management Module 04: Customer Service Communication Strategies Module 05: Aspects of Phone Etiquette Module 06: Building Rapport Over the Phone Module 07: Inbound and Outbound Calls Module 08: Active Listening and Managing Tough Callers Module 09: Managing Interoffice Calls and Voicemail Module 10: Problem Solving over the Phone Module 11: Intra Organisation Dealings Module 12: Measuring Customer Service Learning Outcomes: Identify key principles of effective phone-based customer service strategies. Apply techniques for building rapport and managing tough callers effectively. Demonstrate active listening skills and handle inbound and outbound calls proficiently. Utilize problem-solving strategies to address customer inquiries and concerns. Manage interoffice calls, voicemail, and intra-organisation dealings professionally. Evaluate customer service performance through effective measurement techniques. CPD 10 CPD hours / points Accredited by CPD Quality Standards Who is this course for? Customer service representatives seeking to enhance phone-based communication skills. Call centre agents aiming to improve customer interactions and satisfaction. Sales professionals interested in refining their phone etiquette and communication strategies. Frontline staff members tasked with handling inbound and outbound calls effectively. Team leaders or supervisors responsible for managing and monitoring phone-based customer service. Career path Customer Service Advisor Call Centre Operator Sales Representative Receptionist Customer Support Specialist Telecommunications Operator Certificates Digital certificate Digital certificate - Included Certificate of Completion Digital certificate - Included Will be downloadable when all lectures have been completed.

In the bustling realm of customer service, mastery isn't merely an option; it's the golden ticket to unlocking unparalleled success. Picture this: every interaction, a chance to dazzle and delight, transforming ordinary moments into extraordinary experiences. Welcome to the realm where every conversation holds the potential to forge lasting connections and elevate brand loyalty to unprecedented heights. Key Features: CPD Certified Developed by Specialist Lifetime Access Within these carefully crafted modules lies the blueprint for customer service excellence. Explore the intricacies of communication, from the subtle nuances of phone etiquette to the art of building unwavering rapport over the airwaves. Navigate the ebb and flow of inbound and outbound calls with finesse, mastering the delicate dance of active listening and gracefully managing even the toughest of callers. Beyond the realms of mere conversation, delve into the realm of problem-solving prowess, equipped with the tools to navigate any challenge that comes your way. Here, each module is a stepping stone towards a deeper understanding of the intricate tapestry that is customer relationship management, culminating in the ability to measure success not just in metrics, but in the smiles of satisfied customers. Welcome to a world where every call is an opportunity, and excellence is not just a goal but a way of life. Course Curriculum Module 01: Introduction to Customer Service Module 02: What's Different about Good Customer Service? Module 03: Customer Relationship Management Module 04: Customer Service Communication Strategies Module 05: Aspects of Phone Etiquette Module 06: Building Rapport Over the Phone Module 07: Inbound and Outbound Calls Module 08: Active Listening and Managing Tough Callers Module 09: Managing Interoffice Calls and Voicemail Module 10: Problem Solving over the Phone Module 11: Intra Organisation Dealings Module 12: Measuring Customer Service Learning Outcomes: Identify key principles of effective phone-based customer service strategies. Apply techniques for building rapport and managing tough callers effectively. Demonstrate active listening skills and handle inbound and outbound calls proficiently. Utilize problem-solving strategies to address customer inquiries and concerns. Manage interoffice calls, voicemail, and intra-organisation dealings professionally. Evaluate customer service performance through effective measurement techniques. CPD 10 CPD hours / points Accredited by CPD Quality Standards Who is this course for? Customer service representatives seeking to enhance phone-based communication skills. Call centre agents aiming to improve customer interactions and satisfaction. Sales professionals interested in refining their phone etiquette and communication strategies. Frontline staff members tasked with handling inbound and outbound calls effectively. Team leaders or supervisors responsible for managing and monitoring phone-based customer service. Career path Customer Service Advisor Call Centre Operator Sales Representative Receptionist Customer Support Specialist Telecommunications Operator Certificates Digital certificate Digital certificate - Included Will be downloadable when all lectures have been completed.