The Customer Service Expert Manager Bundle

Connecting with Customers

Connecting with customers is one of the most vital elements to the success of any business. You can have the greatest product or service available, but without communicating and connecting effectively with the market, it doesn't mean much.

This course provides a comprehensive insight into all the elements that define a successful relationship between a business and the existing and potential customers.

From the structures that need to be in place, to the habits and the skills that need to be entrenched into the culture of the organisation, this course will provide you with the tools you need to successfully connect with and satisfy the customers upon which your brand is built.

You Will Learn

• How to identify your target market (including defining your product and knowing your competition)
• Techniques for effectively engaging customers (including optimising your website and traditional media options)
• To use social media to effectively engage customers
• The science of creating, maintaining and optimising a customer database
• How to ensure that every customer has the best experience through mastering the art of the personal touch

Benefits Of Taking This Course

• You'll forge stronger relationships (and increase business) with your existing customers.
• You will attract new customers by learning fundamental marketing communication techniques
• Improve your social media reach and influence
• Be in control of your customer database and learn how to effectively make use of it
• Work strategically to communicate to the right market with the right message

Customer Care Certification

The Customer Care Certification will give you all of the information you require to effectively deal with customers in any situation. This is a comprehensive training course that covers all you will require to care for customers, clients and others you encounter when on the job.

Customer care is essential in many industries, and even if you do not work directly with a client or customer, the information held in this course can assist you in your day to day life as well.

You will learn how to use customers to the benefit of your company, and how to make the most of the interactions you have with customers and clients.

Introduction to the Customer Care Certification

This online training course gives all students the opportunity to study online at their own pace and in their own schedule. Many students who take this course work full time positions, whilst studying to earn their qualification.

This method allows one to have flexibility and you the knowledge and skills required to excel in the workplace.

You can access the Customer Care Certification course on any device that has internet access, and you can also access support throughout the training. Because this course is broken down into modules, you will also find it to be manageable, even if you have a busy schedule.

When you complete this course, you have the opportunity to take a multiple choice test. Upon passing, you will receive your industry-recognised qualification, which is both downloadable and printable.

We can also send a hard copy through the post for an additional fee.

What You Will Learn

The customer care course has been created to give you an overview of how to deal with customers with detailed tips, enabling you to begin your journey towards a new career, or to improve your prospects in your current one. This course includes the following:

• An overview of what customer care entails and why it is important
• How to measure the customer experience
• Using a customer-led approach in your work
• How to balance friendly service with effective service
• Making a good first impression and being courteous
• Using active listening skills
• Ending customer interactions positively
• Handling complaints from customers

Benefits of the Customer Care Certification

When you work through your Customer Care course and ultimately earn your qualification, you will experience the following benefits:

• Study from anywhere and at any time including at home, work or even a local business.
• Study at a pace that you feel comfortable with. You don't have to try to keep up with the rest of the class.
• The ability to study the curriculum from any device, including your tablet, mobile and PC. This allows you to work from home or when on the go.
• This is an easy to manage course thanks to the individual modules. This makes it a more enjoyable work experience.
• Convenient online support is available throughout the study experience, which ensures you stay on track.
• You will learn from a comprehensive syllabus, guaranteed to give you the skills and information necessary to make a splash in your chosen career.
• You will improve the prospects you have when seeking out new employment.
• The course is certified and recognised, giving you added security.
• The course is affordable, which makes it a smart investment into your future.

Dealing with Customer Complaints

The Customer Complaints Course provides students with the knowledge and skills necessary to effectively manage customer complaints. This training course is filled with information that will help you increase customer loyalty and understand how to operate a successful business.

Customer satisfaction can increase your business revenue, customer loyalty and positive word of mouth. Understanding how to recover and learn from mistakes can be profitable to your business success.

This course will provide you with an overview of how to manage customer complaints to build positive customer relationships.

Introduction to the Customer Complaints Certificate Course

This customer complaints course is an online training program that offers students the ability to study the material whenever and wherever it's convenient. Most people who enrol in the program are still able to maintain their current lifestyle and work full time while pursuing their studies.

This course allows you to easily access study material from any device with a valid internet connection, including mobile phones and tablets.

Additionally, all students have access to online support while they train.

After successful completion of the course, students must complete and pass a multiple-choice exam, after which you will be awarded your certificate. Your certificate can be downloaded, or for a small cost, we can post it out to you.

What You Will Learn

The customer complaints course was written to prepare students for a career in the customer service industry. This course offers a comprehensive overview of complaints management and developing effective customer relationships. This course will cover:

• What is a complaint?
• How to receive complaints
• Effective complaint management
• The damage complaints can cause
• The complaint management process
• How to control complaints
• Dispute resolution
• Effective communication and active listening
• The emotional needs and psychological considerations of customers
• Defusing a difficult situation
• Customer complaint management
• Preventing complaints
• The future of customer service
• Creating an action plan

Benefits of the Customer Complaints Course

Students enrolled in the Customer Complaints course experience many benefits. These include the following:

• The convenience of studying from anywhere with an internet connection at any time.
• Study course material at your own pace. There is no time limit, so you can complete the course, regardless of how long it takes you to complete it.
• The option of studying from any internet enabled device including a tablet, PC, or mobile phone.
• Short, easy to understand course structure.
• Convenient online support available while you study.
• A comprehensive syllabus that helps you increase your knowledge in customer satisfaction.
• The opportunity to improve your prospects while applying for work in customer services.
• Upon successful completion of the course, you will earn a certified and recognised certificate.
• An affordable pricing structure.

Handling Difficult People and Situations

Difficult people cost businesses hundreds of billions of pounds every year. Learning how to deal with difficult people therefore, is not just a necessary business move to protect your bottom line, it presents an untapped opportunity to dramatically increase your revenue.

Furthermore, it also offers powerful interpersonal skills that will help you interact with people in all areas of life.

Understanding why people act in a difficult manner and how to resolve the problems they create improves morale, productivity and contributes to a professional work environment. When difficult people create conflicts, it arises from their basic human needs being unfulfilled.

Learning how to communicate needs and have them met is the key to dealing with difficult people. This course will show you exactly how.

This course has been designed for employers and employees of businesses who want to face the inevitable challenges that arise between individuals with the best tools and knowledge at their disposal. The course content will teach you all the skills you need to successfully handle difficult people and situations for the best possible outcome.

The knowledge and information contained in this course is accessible and clear. The contents have been informed by scientifically validated research based studies.

This course contains deeply insightful information and strategies to deal with difficult people, and exercises, tests and worksheets for you to experiment with and apply what you learn at your own pace.

What you will learn

• Understand human needs and their influence on behaviour
• Use communication skills to reduce conflicts in the workplace
• Recognise and minimise disruptive workplace behaviour
• Recognise the factors that promote and hinder productivity
• Recognise the characteristics of difficult people
• Deal with difficult people with effective solutions
• Identify the sources of difficult behaviour
• Identify the most common difficult personality traits and how to deal with them
• Focus on the solution (rather than the problem) to deal with difficult people

The skills and knowledge contained within this course are applicable to any business or organisation and will empower you to confidently deal with the most difficult of situations for the best possible outcomes.

Electronic Customer Service Certification

Traditionally, companies provided customer service face-to-face or by telephone. This changed with the advent of the internet, which has made it relatively inexpensive and simple to deal with customer queries via email and live chat services.

Effective electronic customer service is built on a foundation of netiquette, the principles of written communication and a solid understanding of customer service. In this course, you will learn how to combine these factors to successfully offer your customers a great experience.

You Will Learn:

• Why electronic customer service is now the norm in modern businesses
• Why electronic customer service comes with advantages and disadvantages
• How to send appropriate online messages that positively engage customers and solve their problems
• How to show courtesy online and strike the right tone in both your emails and on your website
• The principles of good customer service and how these translate to an electronic environment

Benefits of Taking This Course:

• If you work in a customer service role, this course will teach you how to communicate with customers via email and online chat to resolve their problems and answer their queries.
• If you are a business owner, this course will help you make up your mind if you are considering incorporating electronic customer service into the day-to-day running of your business.
• If your role entails copywriting or marketing, this course will help you create more effective product descriptions for a company website.
• This course will help you write memorable emails that will make your customer pay attention to your messages, thereby increasing sales and boosting your company's reputation.

Face to Face Customer Service Certification

Telephone and internet-based customer service is now the norm, but face to face customer service is still a key skill in many sectors. Whether you are dealing with a customer complaint or meeting with a long-term client to discuss their needs, good communication and a willingness to understand their perspective is essential.

In this course, you will learn how your attitude, verbal communication and body language all determine the outcome of an interaction with a customer. This knowledge will equip you with the ability to provide outstanding service every time.

You Will Learn:

• Why you must strive to create a positive first impression and how to listen to a customer so that they feel heard.
• Why you must be sensitive to a customer's needs and how you can deepen your understanding of their situation.
• How to use your body language to convey authority and assertiveness.
• How your smile, voice, gestures and handshake can all be used to good effect when meeting someone for the first time.

Benefits of Taking This Course:

• If you work in customer service, this course will teach you how to create a great first impression that will make dealing with clients much easier.
• If you work in sales or marketing, this course will provide you with an overview of how simple adjustments to your demeanour can convince a customer that your products or services are right for them.
• If your job is not sales-based but still requires you to spend a lot of time communicating with others, the transferable skills you will learn on this course will improve your general interpersonal effectiveness.
• This course will equip you to handle challenging conversations in a diplomatic manner, which is useful in your professional and personal life.

Is the Customer Always Right?

While customers are undoubtedly the most important asset of any business, the question remains if consumers are indeed always right. Coined by Harrod Gordon in 1909, 'the customer is always right' is an old and widely accepted adage in the world of business.

However, as crucial as customer satisfaction is and as important as customers are to business success, there are times and situations where consumers are not always right. In fact, blindly following the assumption that consumers are always right can lead to adverse implications.

The video course on 'Is the Consumer Always Right?' discusses and debates both sides of the coin and helps you decide on the best ways to resolve situations at work.

The course topics cover:

• Why customers are invaluable to the growth and development of your business and how to treat your customers well
• The benefits of treating your customers with attention and respect and how it helps
• Learning to identify situations where the consumer may not always be right and how to differentiate between the legitimacy of the complaint and poor customer service
• How to weigh the pros and cons of the situation and include important considerations
• How blindly favouring the consumer can lower the morale of your employees
• Useful strategies and tips that you can use when you find that a consumer is not right
• How to determine if you can resolve the situation or if you should let the consumer go

Benefits of studying the course include:

• You will be able to evaluate a situation by gathering details
• You become aware of the importance of customers and why you should offer reliable customer service
• You are better placed to back up employees when a consumer is abusive or abrasive
• You learn how to differentiate between solid customers who are worth retaining and others that you can let go
• You learn how to manage difficult consumers and regulate your body language in stressful situations

Managing and Improving Customer Service Process

Customer Care is integral to the success of any business. The quality of the relationship and reputation your business has among your customers can determine the success or failure of your enterprise. This course will help you understand how to effectively interact with your customers to ensure they receive the highest levels of care and service, which will positively enhance your prestige and your profits.

Many organizations believe they are providing excellent customer service, but shocking statistics about consumer's actual satisfaction levels with their customer experience tell a very different story. Providing the time, effort and investment necessary to drive excellent customer care will create a corresponding improvement in your company's public perception, an increase in brand awareness and keep your finger firmly on the pulse of what you need to know.

The content of this course is designed for individuals and companies that want to connect with their customers in a mutually beneficial way, to improve the service delivery while measuring and enhancing customer loyalty. The correct application of the knowledge and tools delivered in this course has the potential to increase revenue and market share to help ensure long term business success.

Understanding how to continuously improve your services and products and see things from a customer-centric perspective is priceless when it comes to business longevity and profitability.

This course is based on up-to-date scientific research and studies that have probed into the core of customer care in the modern business world. All of the information has been synthesized into an easy to learn format that can be digested at a pace most suitable to the reader.

The course includes not only proven methods to increase the efficiency and effectiveness of your customer care, but also delves into where most companies go wrong in their approaches to help you avoid expensive mistakes. You will be presented with immediately actionable information that will boost your business and demonstrate you care about your customers.

This course is comprised of practical tools and information, real life examples and exercises, tests and worksheets to evaluate your understanding of the knowledge you learn. The course is broken down into 5 modules, with information presented in a logical and easy to follow manner.

What you will learn

In this course, you will learn:

• The benefits and value of good customer service
• How to use customer feedback to improve your service
• How to tangibly measure customer loyalty
• How to assess and improve your current customer service processes
• How the quality of your customer care influences the customer's experience and impression
• Effective strategies for handling customer service problems
• How to continually develop your customer services
• The role that feedback and monitoring plays in establishing a customer care framework
• What service level agreements are and how to develop them

The practical knowledge you will gain from this course can be applied to any business. Completing this course will allow you to assess and dramatically improve your customer care strategies, increasing the positive public perception, profitability and prosperity of your company.

Rescuing Difficult Customers Certification

Even successful organisations will have to deal with dissatisfied customers or clients from time to time. Some of these customers will be antagonistic, often because they feel angry or upset and struggle to control their emotions. In other words, they are “difficult customers”.

Handling these customers requires strong communication skills, a calm manner and a willingness to work with the customer. In this course, you will learn how to resolve tense situations and resolve complaints quickly and efficiently.

You Will Learn:

• The reasons why a customer may be dissatisfied with a product or service
• How to use your voice to defuse a tense situation, and how remaining calm can improve a customer's mood
• Why you should never attempt to deny responsibility
• Why you should focus on the customer first, then the problem that has prompted their complaint
• Why you should follow up with a customer after you have solved their problem

Benefits of Taking This Course:

• If you work in customer services, this course will help you deal with difficult customers and, in turn, reduce your stress levels
• If you work in an office, this course will help you handle difficult visitors
• If you work in sales, this course will help you defuse tense or awkward moments that may arise during a sales pitch
• If you work in an occupation whereby you routinely come into contact with the public, such as the emergency services, this course will help you stay calm in challenging situations

Telephone Customer Services Certification

A customer's experience of telephone-based service goes a long way in shaping their opinion of an organisation.

Call centre and office staff are the first and often only point of contact, so their telephone manner must be professional and customer-centred.

This course will give you lots of practical strategies that will help you and your team identify customers' needs and offer them appropriate solutions.

You will also learn how and why taking a proactive or pre-emptive approach to customer service will yield better outcomes than merely reacting to complaints or difficulties.

You Will Learn:

• Why telephone-based customer service is so important and the steps you must follow to create a good first impression
• Eleven practical ways to improve your communication skills, understand your customer's needs and arrive at a mutually satisfactory solution
• The advantages and disadvantages of telephone-based customer service

Benefits of Taking This Course:

• You will learn how to engage with customers and help resolve their problems, thereby improving your company's image and widening your customer base
• If you train or supervise workers who deal with customers over the telephone, this course will give you a framework for imparting practical advice for offering great customer service
• If you are a business owner, this course will help you consider whether telephone-based customer service is the right choice for your business
• The principles of good communication contained in this course are transferable to other situations, such as face-to-face customer service or sales negotiations

The course is broken down into 0 individual modules. Each module takes between 20 and 90 minutes on average to study. Although you are free to spend as much or as little time as you feel necessary on each module, simply log in and out of the course at your convenience.

You can study the course any time you like. Simply log in and out of the web based course as often as you require. The course is compatible with all computers, tablet devices and smart phones so you can even study while on the move!

Once you have completed all 0 modules there is a multiple choice test. The questions will be on a range of topics found within the 0 modules. The test, like the course, is online and can be taken a time and location of your choosing.

The pass mark for the test is 70%.

If you don’t pass the test first time you will get further opportunities to take the test again after extra study. There are no limits to the number of times you can take the test. All test retakes are included within the price of the course.

Once you have completed your test you can log in to your account and download/print your certificate any time you need it. If you would prefer us to post you a certificate to a UK address, there will be an admin charge of £10 (certificates sent internationally may cost more).

You can either use your Visa, MasterCard, American Express, Solo cards or PayPal account to pay for the online course. Our site uses the latest SSL encryption to ensure your safety. All payments are handled securely by PayPal.

You can begin the course immediately after your payment has been received. You will create your login details during the checkout process. We will also send you an email confirming your login details.

We estimate that the course will take about 38 hours to complete in total, plus an additional 30 minutes for the end of course test.

Once you have been awarded your certificate it is valid for life. The certificate does not expire or need renewing.