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The Customer Service Training course is broken down into 4 sections.
1) What is good customer service?
This section looks at exactly what good customer service is. When you work in a job that requires interaction with customers, giving the best customer service you can comes with many benefits, for you personally, as well as your company as a whole. You have the power to turn their negative experience into a positive one.
2) Communicating with your customer
This section will look at how good communication is key to establishing and maintaining a good relationship with your customers. It helps build rapport and establish trust, it helps you clear up or avoid misunderstandings, and, most importantly, it allows you to understand exactly what your customer wants and what you can do to help them. But communication goes beyond just the things you say, non-verbal communication conveys its own message to your customers...
3) Handling Customer Complaints
In this section, we'll see how to handle a customer's complaint in a professional, understanding and empathetic way, and what you should do when emotions start to get out of hand. With these few tips and a little luck, you'll hopefully find that you can help most of the people, most of the time.
4) Room for improvement
In order to stay one step ahead your employers will use various forms of customer feedback, from surveys and questionnaires to mystery shoppers to find weak spots in the customer's experience. But it's also important that you reflect on your own performance and constantly search for ways in which you can improve the service you provide.
In this final section we'll look at some of the ways both you and your employers might try to continually build on past success and learn from mistakes.
Test & certificate
Each of our courses ends with a multiple choice test to measure your knowledge of the material.
This Customer Service Training course concludes with a 20 question multiple choice test with a printable certificate. In addition, brief in-course questionnaires guide the user through the sections of the training and are designed to reinforce learning and ensure maximum user engagement throughout.
As well as printable user certificates, training progress and results are all stored centrally in your LMS (Learning Management System) and can be accessed any time to reprint certificates, check and set pass marks and act as proof of a commitment to ongoing legal compliance.
What does this certificate include?
Your Customer Service Certificate includes your name, company name (if applicable), name of course taken, pass percentage, completion date, expiry date and all relevant approvals.
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Who should take our Customer Services Training?
For anyone who wants more from their relationships with customers and to manage situations on the spot. This training could be for them...
This Customer Service course is appropriate for anyone who has interaction with customers. Whether it is those who work in retail with short and frequent interactions or those who maintain long-term relationships (e.g. Account Managers). This course will provide flexible skills to use in a wide range of circumstances.
Just some examples of professions that may benefit from this course are:
- Account Managers
- Receptionist/Front of House
- Retail Workers
- Client Relations Associate
- Patient Care Coordinator
And many more...
Your customer doesn't care how much you know until they know how much you care.