Customer Service for Professionals Online Course | Enhance Your Customer Interaction Skills
The Customer Service for Professionals Online Course is designed to equip professionals with the essential skills to deliver exceptional customer service. Whether you’re in sales, support, or client-facing roles, this self-paced course will help you build stronger customer relationships, handle challenging situations, and contribute to business success.
Why take this course on customer service for professionals?
In today’s competitive market, outstanding customer service sets businesses apart. This course provides practical techniques to improve communication, understand customer needs, and resolve issues effectively, ensuring customer satisfaction and loyalty.
The Customer Service for Professionals Online Course offers a comprehensive approach to mastering the art of customer service. Through engaging content and practical examples, you’ll explore the fundamentals of customer interactions, learn to navigate complex situations, and develop strategies to exceed customer expectations.
What you’ll gain from this course:
Master effective communication techniques to engage with customers positively and professionally.
Develop problem-solving skills to address customer concerns and complaints efficiently.
Understand customer psychology to anticipate needs and deliver personalized service experiences.
Course Content
- The concept of good customer service is explained with reference to a business sector and an organisation’s competitive edge.
- Different types of customers are identified within a specific organisation.
- The consequences of poor service are identified with reference to the customer, the employee and the organisation.
- The procedure for escalating queries is explained with reference to own limit of authority.
- An interaction with a customer is opened with reference to an organisation’s internal standards.
- Information is requested to clarify the need.
- The customer’s needs are identified and reflected back to the customer to confirm understanding
- Non-verbal communication clues are used to determine an approach to the interaction.
- An interaction is closed with reference to an organisation’s internal standards.
- Active listening skills are demonstrated in three different customer service interactions.
- Keywords are identified in a customer dialogue and used to formulate an appropriate response.
- The main details of the customer’s needs, request, query or complaint are recorded and the entry is checked for accuracy with the customer.
- Information about the customer and the need is used to formulate an appropriate response.
- The response is communicated to the customer using appropriate language.
- Enquiries outside own level of authority are escalated to the appropriate party.
- An agreement on follow up actions is reached with the customer.
- Feedback on the progress of a query is given to the customer.
Accreditation
- Non-accredited: Short course only
- Duration: 1h 30m
- Delivery: Classroom/Online/Blended
- Access Period: 12 Months
