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Customer Service and Relation Management Diploma

Customer Service and Relation Management Diploma

By John Academy

4.3(43)
  • 30 Day Money Back Guarantee
  • Completion Certificate
  • 24/7 Technical Support

Highlights

  • On-Demand course

  • 48 hours

  • All levels

Description

Description: Customer Service and Relation Management Diploma

This Diploma in Customer Service and Relation Management aims to address the development of service industries and the need for customer-supplier relationship. This program equips one with knowledge and skills related to service marketing, customer service, customer relationship management, service design, service quality management, etc.

Customer Relationship Management (CRM) is a business strategy for maximizing shareholder value through acquiring, enhancing and retaining desired customers. This course will examine the concepts, processes and technologies an organization uses to achieve superior performance through client intelligence. Aligning business activities around the client creates an opportunity to collect an extensive quantity of client-related descriptive and behavioural data, which shall be very useful.

Assessment:
  • At the end of the course, you will be required to sit for an online MCQ test. Your test will be assessed automatically and immediately. You will instantly know whether you have been successful or not.

  • 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.

Who is this Course for?

Customer Service and Relation Management Diploma is certified by CPD Qualifications Standards and CiQ. This makes it perfect for anyone trying to learn potential professional skills.

As there is no experience or qualification required for this course, it is available for all students from any academic background.

Requirements

Our Customer Service and Relation Management Diploma is fully compatible with any kind of device. Whether using a Windows computer, Mac, smartphone or tablet, you will get the same experience while learning. Besides that, you will be able to access the course with any kind of internet connection from anywhere at any time without any kind of limitation.

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.

Understanding Customer Service

Understanding Customer Service

FREE

00:17:00

Identifying Customer Expectations

00:06:00

Providing Excellent Customer Service

00:07:00

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

Business Communication

Identifying Basic Communication Techniques

FREE

00:09:00

Formal and Informal Communication

00:02:00

Describing Verbal and Non-verbal Communication

00:04:00

Understanding Body Language

00:05:00

Making Effective Presentations

00:10:00

Fundamentals of Productive Meetings

00:08:00

Written Communication

00:13:00

Electronic Communication

00:19:00

Creating Graphics for Business Communication

00:04:00

Communicating Static Information

00:03:00

Communicating Dynamic Information

00:03:00

Effectively Working for Your Boss

Representing Your Boss

00:06:00

Communicating Your Boss's Decisions

00:03:00

Supporting Your Boss and Colleagues

00:04:00

Building a Partnership with Your Boss

00:13:00

Identifying Goals

FREE

00:10:00

Energy Distribution

00:09:00

Time Logs

00:11:00

Personal World View

00:10:00

Strengths

00:09:00

A Building Your Toolbox

00:10:00

Establishing Your Action Plan

00:11:00

Customer Service

What is Customer Service?

00:15:00

Who Are Your Customers?

00:15:00

Six Critical Elements

00:30:00

Understanding Leadership

00:30:00

Five Practices of Leadership

00:45:00

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 Your Script

00:45:00

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

Who are Your Customers?

00:15:00

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

Customer Relationship Management Training

Customer Relationship Management

00:10:00

What CRM Is and Who It Serves

00:15:00

Checklist for Success

00:15:00

Requirement Driven Product Selection

00:15:00

Considerations in Tool Selection

00:15:00

Strategies for Customer Retention

00:15:00

Building the Future

00:15:00

Homegrown vs. Application Service Provider

00:15:00

The Development Team

00:15:00

Evaluating and Reviewing Your Program

00:15:00

Relationship with Customers

Good Customer Relationship - Why is it Important?

01:00:00

Understanding Your Customers

01:00:00

How to Calculate Customer's Lifetime Value

00:30:00

How to Keep Your Customers Happy?

01:00:00

How to Get Your Customers to Say 'Wow!'

01:00:00

Proven Methods of Customer Retention

01:00:00

The Art of Customer Follow-up

01:00:00

Loyalty Marketing Program

00:30:00

Promotional Items to Enhance Customer Relations

01:00:00

Handling Customer's Complaints

01:00:00

How to Deal with Difficult Customers

00:30:00

Introducing the Seven Deadly Sins of Customer Service!

01:00:00

Customer Relationship Management (CRM) Software - The Benefits

01:00:00

Choosing a CRM Program

00:30:00

Customer Service over the Phone

01:00:00

Customer Relations and Dealing

Module One - Getting Started

00:30:00

Module Two - The Right Attitude Starts with You

01:00:00

Module Three - Stress Management (Internal Stressors)

01:00:00

Module Four - Stress Management (External Stressors)

00:30:00

Module Five - Transactional Analysis

01:00:00

Module Six - Why are Some Customers Difficult

01:00:00

Module Seven - Dealing with the Customer Over the Phone

01:00:00

Module Eight - Dealing with the Customer In Person

01:00:00

Module Nine - Sensitivity in Dealing with Customers

01:00:00

Module Ten - Scenarios of Dealing with a Difficult Customer

01:00:00

Module Eleven - Following up With a Customer Once You Have Addressed Their Issue

01:00:00

Module Twelve - Wrapping Up

00:30:00

Becoming A Customer Service Professional

Module One - Getting Started

00:30:00

Module Two: The Importance of Safety

00:15:00

Module Three - Establishing Your Attitude

01:00:00

Module Four - Identifying and Addressing Customer Needs

01:00:00

Module Five - Generating Return Business

01:00:00

Module Six - In-Person Customer Service

01:00:00

Module Seven - Giving Customer Service over the Phone

01:00:00

Module Eight - Providing Electronic Customer Service

01:00:00

Module Nine - Recovering Difficult Customers

01:00:00

Module Ten - Understanding When to Escalate

01:00:00

Module Eleven - Ten Things You Can Do to WOW Customers Every Time

01:00:00

Module Twelve - Wrapping Up

01:00:00

Mock Exam

Mock Exam - Customer Service and Relation Management Diploma

00:20:00

Final Exam

Final Exam - Customer Service and Relation Management Diploma

00:20:00

Certificate & Transcript

Order Your Certificates and Transcripts

00:00:00

About The Provider

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