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Customer Service and Contact Centre Training Diploma
By John Academy
(43)- 30 Day Money Back Guarantee
- Completion Certificate
- 24/7 Technical Support
Highlights
On-Demand course
21 hours 26 minutes
All levels
Description
Description:
This course is directed at anyone employed in the service industry or those looking to begin a career in this field. It covers the key principles of customer service, such as effective communication techniques, how professionally trained call centre agents can improve your business, as well as dealing with dissatisfied customers.
Customer service is the heart of any business. In our highly competitive business world, effective management of customer queries play a large role in how your business is perceived by the public, and it can determine the success or failure of your product or service. Because of this, trained customer service and contact centre agents are highly sought after in all industries.
Entry Requirement
This course is available to all learners, of all academic backgrounds.
Learners should be aged 16 or over to undertake the qualification.
Good understanding of English language, numeracy and ICT are required to attend this course.
Assessment:
At the end of the course, you will be required to sit an online multiple-choice test. Your test will be assessed automatically and immediately so that you will instantly know whether you have been successful.
Before sitting for your final exam you will have the opportunity to test your proficiency with a mock exam.
Certification:
After completing and passing the course successfully, you will be able to obtain an Accredited Certificate of Achievement. Certificates can be obtained either in hard copy at a cost of £39 or in PDF format at a cost of £24.
Why choose us?
Affordable, engaging & high-quality e-learning study materials;
Tutorial videos/materials from the industry leading experts;
Study in a user-friendly, advanced online learning platform;
Efficient exam systems for the assessment and instant result;
The UK & internationally recognized accredited qualification;
Access to course content on mobile, tablet or desktop from anywhere anytime;
The benefit of career advancement opportunities;
24/7 student support via email.
Career Path
After completing this course you will be able to build up accurate knowledge and skills with proper confidence to enrich yourself and brighten up your career in the relevant job market.
Module 01 | |||
Understanding Customer Service | FREE | 00:17:00 | |
Identifying Customer Expectations | 00:06:00 | ||
Providing Excellent Customer Service | 00:07:00 | ||
Module 02 | |||
Focusing on the Customer | 00:08:00 | ||
Customer Service and the Telephone | 00:08:00 | ||
Handling Complaints | 00:12:00 | ||
Enduring Stress | 00:13:00 | ||
Module 03 | |||
Communication Skills | 01:00:00 | ||
Dealing With Challenges Assertively | 00:15:00 | ||
Dealing With Difficult People | 00:30:00 | ||
Dealing With Stress | 00:30:00 | ||
Meeting Expectations | 00:15:00 | ||
Setting Goals | 00:30:00 | ||
Seven Steps to Customer Problem Solving | 00:30:00 | ||
Telephone Techniques | 01:00:00 | ||
The Fifth Critical Element - Measure It | 00:15:00 | ||
The Fourth Critical Element - Be a Problem Solver | 01:00:00 | ||
The Second Critical Element - Defined in Your Organization | 00:15:00 | ||
The Sixth Critical Element - Reinforce It | 00:30:00 | ||
The Third Critical Element - Given Life by the Employees | 00:15:00 | ||
What is Customer Service? | 00:15:00 | ||
Who Are Your Customers? | 00:15:00 | ||
Module 04 | |||
Six Critical Elements | 00:30:00 | ||
Understanding Leadership | 00:30:00 | ||
Five Practices of Leadership | 00:45:00 | ||
Module 05 | |||
Asking the Right Questions | 00:15:00 | ||
Close with Vocals | 00:15:00 | ||
Closing Down the Voice | 00:10:00 | ||
Cold and Warm Calls | 00:15:00 | ||
Developing a Script | 00:15:00 | ||
Did You Hear Me? | 00:15:00 | ||
It's More Than Just a Phase | 00:15:00 | ||
Negotiation Techniques | 00:15:00 | ||
News from Within | 00:15:00 | ||
Perfecting the Script | 00:15:00 | ||
Phone Tag and Getting the Call Back | 00:15:00 | ||
Sales by Phone | 00:10:00 | ||
Saying No | 00:05:00 | ||
Staying Out of Voice Mail Jail | 00:05:00 | ||
Stress Busting | 00:05:00 | ||
Taking Messages99 | 00:05:00 | ||
This is My Mentor | 00:05:00 | ||
To Serve and Delight | 00:05:00 | ||
Verbal Communication Techniques | 00:15:00 | ||
What's Missing in Telephone Communication? | 00:15:00 | ||
Who Are Your Customers? | 00:15:00 | ||
Module 06 | |||
Building the Future | 00:15:00 | ||
Checklist for Success | 00:15:00 | ||
Considerations in Tool Selection | 00:15:00 | ||
Customer Relationship Management | 00:10:00 | ||
Evaluating and Reviewing Your Program | 00:15:00 | ||
Homegrown vs. Application Service Provider | 00:15:00 | ||
Requirement Driven Product Selection | 00:15:00 | ||
Strategies for Customer Retention | 00:15:00 | ||
The Development Team | 00:15:00 | ||
What CRM Is and Who It Serves | 00:15:00 | ||
Module 07 | |||
Getting Started | 00:05:00 | ||
It Starts at the Top | 00:20:00 | ||
Peer Training | 00:20:00 | ||
How to Build Rapport | 00:30:00 | ||
Learn to Listen | 00:25:00 | ||
Manners Matter - Etiquette & Customer Service (I) | 00:25:00 | ||
Manners Matter - Etiquette & Customer Service (II) | 00:20:00 | ||
Handling Difficult Customers | 00:25:00 | ||
Getting the Necessary Information | 00:15:00 | ||
Performance Evaluations | 00:20:00 | ||
Training Doesn't Stop | 00:15:00 | ||
Wrapping Up | 00:05:00 | ||
Mock Exam | |||
Mock Exam- Customer Service and Contact Centre Training Diploma | 00:30:00 | ||
Final Exam | |||
Final Exam- Customer Service and Contact Centre Training Diploma | 00:30:00 | ||
Certificate and Transcript | |||
Order Your Certificates and Transcripts | 00:00:00 |
About The Provider
John Academy
London
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