Customer Services Mastery (Lightning Skills Bundle) Certificate

Call Centre Skills Course

  Learning about call centre skills is vital for anybody looking to begin or further their career in the vibrant call centre industry - it is also important information for employers of call centre agents to ensure they choose the right staff! From the personal traits such as teachability and empathy, to the technical skills such as computer literacy and communication skills you need to land the call centre job of your dreams, this course covers everything you need to know about call centre skills!

You Will Learn:

• The personal traits you need to land the call centre job of your dreams
• Vital categories of knowledge to help you during your interview and call centre career
• How to ensure that call centre candidates have what it takes to perform their job
• How to further your call centre career by improving your knowledge and personal traits

Benefits of Taking This Course:

• You will land the call centre job of your dreams
• You will improve your chances of being promoted and rising through the ranks
• You will increase productivity and profit by employing the best candidates
• You will avoid uncomfortable interviews and the disappointment of not being selected

Decoding Direct/Indirect Messages Course

Many of us go into situations with communication with no concept of the type of communicators we are. Some people are direct communicators and some are indirect communicators. Each type of communicator portrays different types of messages to others. In order to be a better communicator, both in your personal and professional life, you need to understand how to decode these messages. This course gives you an overview of both direct and indirect messages. It fully explains what each of these communication styles are and how people use them in both personal and professional settings.

This course also covers how to use both direct and indirect messages in your communications with others and it gives specific scenarios that help you to easily see the differences between them. Finally, the course covers both the specific traits that each of these types of communicators have and it also covers how you can communicate better based on the type of communicator you are.

You Will Learn:

• How to understand what direct messages are
• How to understand what indirect messages are
• How both direct and indirect messages are used during communication
• The traits of both direct and indirect communicators
• How to communicate with others based on your communication type

Benefits of Taking This Course

• Learn more about the ways you can communicate with others
• Learn about what type of communicator you are and how you can better communicate with others
• Understand how to better communicate with people who communicate in a direct opposite manner than you are used to
• If you are working in a business setting, you will learn how to understand how your colleagues communicate and how you can work together in a more effective way simply through communication
• If you are wondering how to more effectively communicate with others, this course gives tips about changing your own communication style

Handling Conflict in Low-Value Relationships Course

Learning how to handle conflict in low-value relationships is essential for every one of us in all aspects of our lives. From the workplace to our families and romantic relationships - low-value relationships often result in conflict and we need to deal with it properly.

This course provides a comprehensive guide to dealing with conflict in low-value relationships by properly defining these relationships and providing effective strategies to deal with them at work, in your family and in your love life.

From how to remain professional at work while dealing with low-value conflict, to avoiding family guilt-traps and knowing when you need to end low-value romances, this course covers everything you need to know about handling conflict in low-value relationships.

You Will Learn

• A full definition of low-value relationships and how to identify them in your life
• How to successfully handle low-value conflict in your workplace while remaining professional
• How to avoid guilt-traps and manipulation during low-value family conflicts
• How to identify low-value partners and make healthy choices to avoid conflict

Benefits of Taking This Course

• You will eliminate stress and be happier and healthier in all areas of your life
• You will avoid unhealthy relationships and attract positive connections by learning your own value
• You will improve your standing in your workplace and increase your chances of a promotion
• You will learn to make the tough decisions that will ultimately improve your life

How to Write Better Emails Certificate Course

In today’s fast-paced, information-centric society, there is no escaping email. Close to 3.8 billion people across the globe use email on a daily basis for everything from keeping in touch with friends and family to ensuring that their business runs smoothly. Unfortunately, despite the prevalence of this technology, not many people know how to write emails that deliver information clearly, concisely or in a manner that can be easily understood or addressed.

This course goes into detail about the strategies and techniques you can employ to write better emails. We begin by setting out in detail the best way you can ensure that your message is read and comes across clearly to your recipient. Next, we move on to discussing ways to ensure your email stands out in the recipient’s inbox, by giving you information you can use to create subject lines that attract attention. We then move on to discussing the body of the email, letting you know the best way to structure your content. Finally, we caution you on a few common annoyances many people experience when receiving email, to help you avoid them.

You Will Learn:

• Why proper spelling and grammar should be favoured over emoji and text-speak
• How to create a subject line that is going to get the recipient’s attention
• How to focus on the body of the email to ensure your message goes across well
• Why brevity is a crucial skill to learn when drafting emails
• The “deadly sins” of email writing

Benefits of Taking This Course:

• Learning how to write effective emails that communicate your message clearly
• Understanding the steps involved in cultivating an appropriate subject line
• Understanding why you need to focus on being concise and clear in all forms of communication
• Learning how to use your email client’s signature feature properly
• Understanding what not to do when reviewing, writing and responding to emails

Improve Your Social Skills Certificate Course

Good social skills are essential for success in every area of life. People who are willing and able to make positive connections with others are also mentally and physically healthier.

In this course, you will learn practical strategies and tips that will improve your communication skills, help you build relationships and recover from social rejection. With practice, anyone can learn to navigate social situations with ease.

You Will Learn:

• Why giving compliments is a good way to begin practising your social skills
• How to make small talk that will help you develop positive relationships
• How to listen to others
• How to appear confident, even in situations that make you nervous
• What you should do if you make a mistake in front of others

Benefits of Taking This Course:

• You will appear more confident and credible at work, which will improve your professional reputation and job prospects
• You will enjoy greater rapport with your co-workers, which will enhance your general job satisfaction
• You will experience a greater sense of connection in your personal relationships
• If you want to make new friends, this course will help you expand your social circle

Listening Skills Certificate Course

Listening is essential for professional success and stable relationships. Poor listening skills result in misunderstandings and conflict. Therefore, everyone can benefit from learning to listen well. In this course, you will learn the differences between effective and ineffective listening and how to make sure that you have understood your conversation partner’s message.

You will Learn:

• The difference between active and passive listening
• Why you need to consider non-verbal communication alongside spoken words, when listening to someone else
• How to remain focused during a conversation
• Why you must take care not to interrupt others
• How to make sure that you have understood what someone else has told you

Benefits of Taking this Course:

• If you work in a customer-focused job, this course will help you listen to customers and resolve their problems
• By improving your listening skills, you will improve your relationships with your colleagues
• If you are responsible for managing a team, this course will help you identify your team members’ issues and, consequently, help them overcome any setbacks
• If your job entails mediation, this course will help you understand everyone’s perspective, when resolving a dispute
• If you work in sales, this course will help you identify a customer’s needs and increase your chances of closing a sale

PA Telephone Skills Certificate Course

Learning PA telephone skills is absolutely essential for current and aspiring personal assistants looking to refine their craft and sharpen their telephone skills. It is also important for managers and supervisors who are looking for tips to improve the overall performance of their PAs.

This course provides a comprehensive guide to essential PA telephone skills, such as making the best first impressions, taking messages effectively, and being organised and calm under pressure. From the most professional greetings to use, having the right timing and how to be genuinely charming, to the ways of taking and delivering messages properly, this course covers everything you need to know about effective PA telephone skills.

You Will Learn:

• How to make the best first impression by using the right greetings and being charming
• The perfect timing when taking calls
• How to be organised and efficient when taking and delivering messages
• How to be calm and professional under pressure

Benefits of Taking This Course:

• You will have the skills to help you in your PA role
• You could improve your chances of receiving a promotion
• You will improve your relationship with your boss and ensure a smooth office process
• You will avoid the potentially devastating consequences of jeopardising important company relationships

Telephone Etiquette Certificate Course

Talking on the phone is an unavoidable aspect of working life. Regardless of your position, there is a good chance that you spend at least part of your day on the phone. Those who work in frontline positions, such as receptionists and customer service staff, may find that they spend a significant amount of time dealing with customers and clients over the phone. As a result, understanding proper phone etiquette is a vital part of any job.

This course goes into detail regarding proper telephone etiquette, including an explanation as to why it is such an important skill to master.

We begin by giving you the basics behind taking phone calls at work, including the tone that you should strive to use and a few tips on how to achieve it. Next, we discuss the crucial communication skills that you must master in order to always have successful telephone conversations.

Without learning these communication skills, your callers may feel disrespected and may seek out similar services or products from a competitor.

Finally, we discuss difficult calls. Despite you being polite, they are an unavoidable aspect of most frontline positions. Learning a few essential skills can help you diffuse such a tough situation.

You Will Learn:

• The role that the telephone plays in the modern workplace, and why telephone etiquette is still important
• How to prepare your ‘telephone voice’, so that your callers can take you seriously, while also feeling respected
• The importance of an informative greeting
• What not to say when you are on the phone
• The five key aspects of active listening

Benefits of Taking this Course

• Being more confident when you or your frontline staff answer the phone
• Learning how to make your customers feel welcome at your company from their first point of contact
• Learning the three steps involved in dealing with a difficult caller
• Understanding the importance of empathy
• Learning tips and tricks on how to make any call easier

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 4 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.