Customer Service

Course Description

The main aim of this training course is to provide lots of ideas and actions based on your own job role that you can easily take back to the workplace and implement immediately in order to improve the experience of your customers. You’ll discover that the methods we discuss are easy to work with no matter what type of organisation you work for, or your level within it. It’s about going from good to great.

Course Objectives

At the end of this customers excellece course, students will be able to:

  • Clearly identify the do’s and don’ts of customer service and measure yourself against them
  • Describe the role of being customer-focused in ensuring the success of your organization
  • Build your customer brand, fill gaps in service and develop methods of creating a great customer experience
  • Follow clear techniques to help manage difficult customer issues effectively and even clearer techniques for avoiding them in the first place.

Option 1:
If you just want to take this course without the test or certificate, just pay US$90.

Option2:
If you wish to take this course + online test + receive a Certificate of Completion from the Institute of Commercial Management (ICM) United Kingdom + shipping cost of the certificate, the total cost is US$120.

Retake:
If you wish to retake your online course test – the total cost is $60.
If you pass your test – you will receive your Certificate with no additional cost.

This course is designed for online study/ distance education/ home-based learning. A student dashboard is provided in the student’s account log-in to monitor progress. A downloadable PDF format will also be available to the learners for offline study.

Duration: 1 day

  • Announcements: Student's Dashboard
  • Email Support: Throughout the duration of the course, should you have any question or concern, feel free to message us.
  • Feedback/Response Time: 1-3 days

At the end of the entire course, an examination in a multiple-choice format will be given that will cover the entire programme. This assessment is between 30-50 points.

A 70% passing rate of the assessment exam is needed to get the course certification.

  • Internet Access
  • Student Dashboard Login: Personal Username and Password

Measuring Customer Service

Using a clear development tool to measure current standards of customer service and identifying areas for improvement. This tool is also provided in a format that can be taken back to the workplace for further customer service measuring and improvements.

My Customer Service Brand

Establishing what level of service each individual would like to offer and what they would like customers to say about them followed by actions to make this happen.

The Customer Service Journey

Detailing the customer’s journey within each participants organisation and identifying touchpoints where service can be improved, altered or adapted. The key challenge here being ‘how are you going to do that?’

Managing Customer Expectations

Understanding customer service expectation levels and focusing on the five key areas of customer service; Reliability, Assurance, Tangibles, Empathy and Response.

Customer Complaints

Establishing why they occur, what can be done about them and how we can stop them from happening in the first place. Supported with a clear process for dealing with customer complaints.

Difficult Customers

Looking at why customers can seem difficult, what can be done about it and the behaviours we should display when dealing with difficult customers.

Gremlin in the Works

A fun activity that brings together the key learning points and challenges participants to identify and resolve issues in a customer process simulation. These can then be apply to the individuals work processes and used to create actions.

Excellent Actions

A collection of the key things that customers consider to be important in customer service and how participants can apply them to their own behaviours and take the actions back to the workplace.

Modules

  • Part 1: Customer Service
  • Part 2: Customer Service
  • Part 3: Customer Service
ACCREDITATIONS

Certified and Accredited by ICM (Institute of Commercial Management, United Kingdom) and CPD (Continuing Professional Development, United Kingdom).

ICM and CPD certifications mean your skills meet international requirements for company compliance programmes regarding continuing professional development.

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