Customer Service - Diploma Este curso é ministrado em inglês

Course details

If you wish to implement an effective customer service programme in your organisation or simply want to develop skills for a rewarding career in customer service roles this diploma course is ideal for you. Providing efficient customer service is vital for every business. This customer service course teaches essential elements of customer service and explains how these can be implemented for the success of a business. The course also covers dealing with difficult situations, the importance/value of customer feedback and how to handle complaints in an effective and beneficial manner.
Key topics include; the process of listening to, questioning and confirming customers’ needs, leadership styles, the fundamentals of creating customer-focused environments , the value of reward and recognition schemes , development of a customer service strategy , techniques for building long-term customer relations, techniques for turning an unprofitable customer into a profitable customer, employee satisfaction and its resulting impact on customer service.

Couse Syllabus:
Module 1 - Introduction to Customer Services
Module 2 - Understanding Your Customers
Module 3 - What is a Customer Focused Organisation?
Module 4 - Developing Customer Service Strategy
Module 5 -Implementing a Service Excellence Strategy
Module 6 - Training and Development for Customer Service
Module 7 – The Importance of Effective Communication
Module 8 - Building Long-Term Customer Relations
Module 9 - Dealing with Unprofitable Customers
Module 10 - Importance of Customer’s Feedback
Module 11 - Complaints Handling
Module 12 -Empowerment & Ownership

This self-paced programme is available 24/7 providing you with the flexibility to train at the pace, location and time of your choosing. Accredited certificate from Ofqual's registered awarding body can be claimed on course completion. College registration, tutor support, course materials and additional supporting material are all included in the course fee. Ultima actualização em  10 July, 2018