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.
This course includes
24/7 Student Support
End of course certification
Lifetime access to your course
Compatible with modern devices
- Understand the key factors that drive customer service and positive experiences
- Learn how to utilise bad customer service strategically to drive business improvements
- Discover how to effectively collect customer information and identify expectations
- Find out how to tangibly measure customer loyalty and increase customer retention
- Gain an accurate understanding of current customer service processes at all levels of your organisation
- Identify which processes are benefiting the customers and the company and which are hindering success
- Understand how customer service influences the customer’s impression of your company and its reputation
- Identify where your company and its employees are not meeting the needs of customers and are not demonstrating the essential factors that constitute excellent customer service
- Learn about customer service processes: their relevance and steps for implementation
- Understand how to use metrics to develop a progressive customer care model
- Explore the internal aspects needed to drive continuous development
- Comprehend the significance of the customers’ values and perceptions
- Understand the key aspects and significance of customer relationship management
- Learn how to identify and overcome barriers to exemplary customer service
- Uncover how to leverage technology, processes and people to improve customer relationships and satisfaction
- Appreciate the role that feedback and monitoring plays in establishing a good customer care framework
- Understand the importance of self-directed learning and how to choose direction
- Comprehend the qualities, traits and skills which are needed for your role
- Learn how to write achievable objectives which empower and motivate you
- Find out how to stay on track with complex and long term goals
ID: YDFT67YHJ
of achievement
This certificate is presented to
Your Name
For completing the
Managing and Improving Customer Service Process Certification
on 21st November 2024
Selena Hurford
Selena Hurford
Course Tutor
Daniel Morgan
Daniel Morgan
Head of Academy
Anyone who has an interest in learning more about this subject matter is encouraged to take the course. There are no entry requirements to take the course.
The course is broken down into 5 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 5 modules there is a multiple choice test. The questions will be on a range of topics found within the 5 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 8 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.
The course was very useful. It covers everything you need starting from the introduction to the comments. Everything was explained in a way to understand easily each one module of it. I really liked the pivot table module.
It is so helpful, don’t know how I lived until now without it at work. It is just amazing. I am so glad that I started the course and I am proud of myself that I did it in a such a short time.
Thank you for this. Can’t wait to start the next one – intermediate level! Hopefully I will pass it. And who knows – maybe after that I will pass the advanced one.
Eleonora Kanazirova
To be honest I was sceptical at first. There are many online courses to choose from but what intrigued me the most about this course is the number of modules (22 of them). This appeared to be more detailed than others. The reason I took this course is because I started a new role as a support tutor for a large training company. I already had some experience in working with learners who had special needs and learning difficulties but wanted more in-depth knowledge and tips to support my delivery. I also wanted to know more on the legal of side of SEN too. The course was offered at a large discount that did give me concerns! But I took the plunge and have been pleasantly surprised on how well it's been written and presented in manageable bite-size chunks. I was planning to study about a couple of hours a night but once I started I found it difficult to stop. It took me about 3 days to complete. The information is comprehensive but manageable. You can tell the person/persons who wrote this have a passion for supported learning and give practical strategies to support SEN and care about their sector and want to share their passion. Highly recommended study material. :-)
John Glover
I am a hands-on learner, nothing goes in when I am bored blasted. This course was fantastic, the material for each module is provided in writing, which can be printed and read wherever you are in in your own time, all devices compatible and a short video showing how to do it using Excel.
You can re-visit each module however many times you want, even after completing the exam. The exam is totally content driven (what they teach is what they ask).
This is a great site to learn and I will be recommending it to everyone, Do a course…
Paul Byrne
Great support from tutors and IT staff! Emails are always answered quickly, even on late nights and early mornings. Good clear lay out across the website, very easy to navigate and keep track of modules completed.
Would highly recommend to anyone looking to gain more knowledge in their own time and develop in the area. I completed this course on my commute to and from work. I also received a student card with this course that was great to benefit discounts from.
I am already thinking about what other courses I can start with New Skills Academy as soon as possible!
Sarah Howden
If your looking for a refresher or new career then this is a Fantastic site for courses. This is the second course I’ve done on this site and there very in depth and I’ve learnt so much. Very pleased. Would highly recommend.
Will be looking to do more courses in the future. Not only have I achieved two diplomas but I’ve got new services to offer in my salon for all my clients. Great time of year to have completed with christmas around the corner, my salons never been so busy and even taken bookings for 2017 already.
Would recommend to all!
Tammy Jarrett
I've only just started this course but already the content layout and info are spot on. I was only going to do the 1st module the evening I got it but four hours later I had almost completed four! I just couldn't put it down. I have just finished an online aromatherpy course but the massage section was vague so this complements it perfectly I would recommend to anyone. I will be using this as a business but it's also perfect for people to learn for friends and family! So glad I found it. Thank you
Gemma Espejo-Degraph
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.
This course includes
24/7 Student Support
End of course certification
Lifetime access to your course
Compatible with modern devices
- Understand the key factors that drive customer service and positive experiences
- Learn how to utilise bad customer service strategically to drive business improvements
- Discover how to effectively collect customer information and identify expectations
- Find out how to tangibly measure customer loyalty and increase customer retention
- Gain an accurate understanding of current customer service processes at all levels of your organisation
- Identify which processes are benefiting the customers and the company and which are hindering success
- Understand how customer service influences the customer’s impression of your company and its reputation
- Identify where your company and its employees are not meeting the needs of customers and are not demonstrating the essential factors that constitute excellent customer service
- Learn about customer service processes: their relevance and steps for implementation
- Understand how to use metrics to develop a progressive customer care model
- Explore the internal aspects needed to drive continuous development
- Comprehend the significance of the customers’ values and perceptions
- Understand the key aspects and significance of customer relationship management
- Learn how to identify and overcome barriers to exemplary customer service
- Uncover how to leverage technology, processes and people to improve customer relationships and satisfaction
- Appreciate the role that feedback and monitoring plays in establishing a good customer care framework
- Understand the importance of self-directed learning and how to choose direction
- Comprehend the qualities, traits and skills which are needed for your role
- Learn how to write achievable objectives which empower and motivate you
- Find out how to stay on track with complex and long term goals
ID: YDFT67YHJ
of achievement
This certificate is presented to
Your Name
For completing the
Managing and Improving Customer Service Process Certification
on 21st November 2024
Selena Hurford
Selena Hurford
Course Tutor
Daniel Morgan
Daniel Morgan
Head of Academy
Anyone who has an interest in learning more about this subject matter is encouraged to take the course. There are no entry requirements to take the course.
The course is broken down into 5 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 5 modules there is a multiple choice test. The questions will be on a range of topics found within the 5 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 8 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.
The course was very useful. It covers everything you need starting from the introduction to the comments. Everything was explained in a way to understand easily each one module of it. I really liked the pivot table module.
It is so helpful, don’t know how I lived until now without it at work. It is just amazing. I am so glad that I started the course and I am proud of myself that I did it in a such a short time.
Thank you for this. Can’t wait to start the next one – intermediate level! Hopefully I will pass it. And who knows – maybe after that I will pass the advanced one.
Eleonora Kanazirova
To be honest I was sceptical at first. There are many online courses to choose from but what intrigued me the most about this course is the number of modules (22 of them). This appeared to be more detailed than others. The reason I took this course is because I started a new role as a support tutor for a large training company. I already had some experience in working with learners who had special needs and learning difficulties but wanted more in-depth knowledge and tips to support my delivery. I also wanted to know more on the legal of side of SEN too. The course was offered at a large discount that did give me concerns! But I took the plunge and have been pleasantly surprised on how well it's been written and presented in manageable bite-size chunks. I was planning to study about a couple of hours a night but once I started I found it difficult to stop. It took me about 3 days to complete. The information is comprehensive but manageable. You can tell the person/persons who wrote this have a passion for supported learning and give practical strategies to support SEN and care about their sector and want to share their passion. Highly recommended study material. :-)
John Glover
I am a hands-on learner, nothing goes in when I am bored blasted. This course was fantastic, the material for each module is provided in writing, which can be printed and read wherever you are in in your own time, all devices compatible and a short video showing how to do it using Excel.
You can re-visit each module however many times you want, even after completing the exam. The exam is totally content driven (what they teach is what they ask).
This is a great site to learn and I will be recommending it to everyone, Do a course…
Paul Byrne
Great support from tutors and IT staff! Emails are always answered quickly, even on late nights and early mornings. Good clear lay out across the website, very easy to navigate and keep track of modules completed.
Would highly recommend to anyone looking to gain more knowledge in their own time and develop in the area. I completed this course on my commute to and from work. I also received a student card with this course that was great to benefit discounts from.
I am already thinking about what other courses I can start with New Skills Academy as soon as possible!
Sarah Howden
If your looking for a refresher or new career then this is a Fantastic site for courses. This is the second course I’ve done on this site and there very in depth and I’ve learnt so much. Very pleased. Would highly recommend.
Will be looking to do more courses in the future. Not only have I achieved two diplomas but I’ve got new services to offer in my salon for all my clients. Great time of year to have completed with christmas around the corner, my salons never been so busy and even taken bookings for 2017 already.
Would recommend to all!
Tammy Jarrett
I've only just started this course but already the content layout and info are spot on. I was only going to do the 1st module the evening I got it but four hours later I had almost completed four! I just couldn't put it down. I have just finished an online aromatherpy course but the massage section was vague so this complements it perfectly I would recommend to anyone. I will be using this as a business but it's also perfect for people to learn for friends and family! So glad I found it. Thank you
Gemma Espejo-Degraph
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