23 Customer Relations courses delivered Live Online

Duration 3 Days 18 CPD hours This course is intended for The target audience include, but is not limited to:   Relationship managers Customer experience (CX) managers Account managers Service delivery managers Service desk managers Service Level Managers Enterprise Architects Service and Solution Architects Business Analysts Product Owners Marketing Managers Project Managers Portfolio Managers Supplier relationship Managers Vendor Managers Contract Managers Customer experience/User experience Designers Consultants Overview The purpose of this course is to give the delegate the understanding to optimize the value of the journey for all stakeholders, for example, to convert opportunity and demand into value and to drive stakeholder value. Engagement is important in the optimization of service value because, as ITIL Foundation explained, service value is co-created through the involvement of users, customers, sponsors, service providers, or any other stakeholder. This course introduces ways and methods to drive stakeholder value and encourage stakeholders contribute to the creation of service value by exploring the following:   Value propositions Fostering relationships Keeping engagement channels open Shaping demand Designing service offerings Aligning and agreeing expectations Co-creating service experiences Realizing value This course covers key topics such as SLA design, multi-supplier management, communication, relationship management, CX and UX design, customer journey mapping, and more. It will provide candidates with the tools to increase stakeholder satisfaction which is integral to business success in the current competitive landscape. The associated certification exam voucher is included with this course. As an ITIL© Accredited Training Organization of PeopleCert, all students attending this training will be provided with the exam voucher as a part of delivery. HOW CUSTOMER JOURNEYS ARE DESIGNED * Understand the concept of the customer journey * Understand the ways of designing and improving customer journeys * HOW TO TARGET MARKETS AND STAKEHOLDERS * Understand the characteristics of markets * Understand marketing activities and techniques * Know how to describe customer needs and internal and external factors that affect these * Know how to identify service providers and explain their value propositions * HOW TO FOSTER STAKEHOLDER RELATIONSHIPS * Understand the concepts mutual readiness and maturity * Understand the different supplier and partner relationship types, and how these are managed * Know how to develop customer relationships * Know how to analyze customer needs * Know how to use communication and collaboration activities and techniques * Know how the ?Relationship management? practice can be applied to enable and contribute to fostering relationships * Know how the ?Supplier management? practice can be applied to enable and contribute to supplier and partner relationships management * HOW TO SHAPE DEMAND AND DEFINE SERVICE OFFERINGS * Understand methods for designing digital service experiences based on value driven, data driven and user centered service design * Understand approaches for selling and obtaining service offerings * Know how to capture, influence and manage demand and opportunities * Know how to collect, specify and prioritize requirements from a diverse range of stakeholders * Know how the ?Business analysis? practice can be applied to enable and contribute to requirement management and service design * HOW TO ALIGN EXPECTATIONS AND AGREE DETAILS OF SERVICES * Know how to plan for value co-creation * Know how to negotiate and agree service utility, warranty and experience * Know how the ?Service level management? practice can be applied to enable and contribute to service expectation management HOW TO ONBOARD AND OFFBOARD CUSTOMERS AND USERS * Understand key transition, onboarding and offboarding activities * Understand the ways of relating with users and fostering user relationships * Understand how users are authorized and entitled to services * Understand different approaches to mutual elevation of customer, user and service provider capabilities * Know how to prepare onboarding and offboarding plans * Know how to develop user engagement and delivery channels * Know how the ?Service Catalogue management? practice can be applied to enable and contribute to offering user services * Know how the ?Service Desk? practice can be applied to enable and contribute to user engagement HOW TO ACT TOGETHER TO ENSURE CONTINUAL VALUE CO-CREATION * Understand how users can request services * Understand methods for triaging of user requests * Understand the concept of user communities * Understand methods for encouraging and managing customer and user feedback * Know how to foster a service mindset (attitude, behavior and culture) * Know how to use different approaches to provision of user services * Know how to seize and deal with customer and user ?moments of truth? * Know how the ?Service request management? practice can be applied to enable and contribute to service usage HOW TO REALIZE AND VALIDATE SERVICE VALUE * Understand methods for measuring service usage and customer and user experience and satisfaction * Understand charging mechanisms * Know how to assess service value realization * Know how to prepare to evaluate and improve the customer journey * Know how the ?Portfolio management? practice can be applied to enable and contribute to service value realization * ITIL© is a registered trade mark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved. The Swirl logo? is a trade mark AXELOS Limited used, under permission of AXELOS Limited. All rights reserved. IT Infrastructure Library© is a registered trade mark of the AXELOS Limited used, under permission of AXELOS Limited. All rights reserved. ADDITIONAL COURSE DETAILS: Notes New Horizons is an Authorised Training Organisation (ATO) for Peoplecert for ITIL4 Nexus Humans ITIL 4 Specialist Drive Stakeholder Value (DSV) with Exam training program is a workshop that presents an invigorating mix of sessions, lessons, and masterclasses meticulously crafted to propel your learning expedition forward. This immersive bootcamp-style experience boasts interactive lectures, hands-on labs, and collaborative hackathons, all strategically designed to fortify fundamental concepts. Guided by seasoned coaches, each session offers priceless insights and practical skills crucial for honing your expertise. Whether you're stepping into the realm of professional skills or a seasoned professional, this comprehensive course ensures you're equipped with the knowledge and prowess necessary for success. While we feel this is the best course for the ITIL 4 Specialist Drive Stakeholder Value (DSV) with Exam course and one of our Top 10 we encourage you to read the course outline to make sure it is the right content for you. Additionally, private sessions, closed classes or dedicated events are available both live online and at our training centres in Dublin and London, as well as at your offices anywhere in the UK, Ireland or across EMEA.

Duration 1 Days 6 CPD hours This course is intended for People in different roles and at various stages in their careers can benefit from this fundamentals course. This includes IT professionals, business stakeholders and others who want to be exposed to the customer engagement capabilities of Dynamics 365, students, recent graduates, and people changing careers who want to leverage Dynamics 365 to move to the next level. Overview Describe the customer engagement apps and what they have in common Describe the standard marketing processes and how Dynamics 365 Marketing addresses them Describe Dynamics 365 Marketing features and capabilities Describe additional marketing apps Describe the standard sales processes and how Dynamics 365 Sales addresses them Describe Dynamics 365 Sales capabilities Describe additional sales apps such as Sales Insights and Sales Navigator Describe the standard customer service processes and how Dynamics 365 Customer Serviceaddresses them Describe Dynamics Customer Service capabilities Describe additional sales apps such as Sales Insights and Sales Navigator Describe the standard field service business processes and how Dynamics 365 Field Service addresses Describe how to generate Work Orders Describe the scheduling capabilities of Dynamics 365 Field Service Describe the inventory management capabilities of Dynamics 365 Field Service Describe the asset management capabilities of Dynamics 365 Field Service Describe project-based customer engagement processes addressed by Dynamics 365 Project Operations Describe the sales capabilities of Dynamics 365 Project Operations Describe the project management capabilities of Dynamics 365 Project Operations Describe the resource utilization capabilities of Dynamics 365 Project Operations This course will provide you with a broad introduction to the customer engagement capabilities of Dynamics 365. You will become familiar with the concept of customer engagement, as well as each of the customer engagement apps, including Dynamics 365 Marketing, Dynamics 365 Sales, Dynamics 365 Customer Service, Dynamics 365 Field Service, and the customer relationship management (CRM) capabilities of Dynamics 365 Project Operations. This course will include lecture as well as hands-on labs. LEARN THE FUNDAMENTALS OF DYNAMICS 365 MARKETING * Get introduced to the Dynamics 365 customer engagement apps * Examine Dynamics 365 Marketing * Describe Dynamics 365 Marketing capabilities * Review Additional Marketing Apps LEARN THE FUNDAMENTALS OF DYNAMICS 365 SALES * Explore Dynamics 365 Sales * Manage the sales lifecycle with Dynamics 365 Sales * Review additional sales apps LEARN THE FUNDAMENTALS OF DYNAMICS 365 CUSTOMER SERVICE * Examine Dynamics 365 Customer Service * Describe Dynamics Customer Service capabilities * Review additional customer service apps LEARN THE FUNDAMENTALS OF DYNAMICS 365 FIELD SERVICE * Examine Dynamics Field Service * Generate Work Orders in Dynamics 365 Field Service * Describe the scheduling capabilities of Dynamics 365 Field Service * Examine the inventory management capabilities of Dynamics 365 Field Service * Review the asset management capabilities of Dynamics 365 Field Service LEARN THE FUNDAMENTALS OF DYNAMICS 365 PROJECT OPERATIONS (CRM) * Examine Dynamics 365 Project Operations * Describe the sales capabilities of Dynamics 365 Project Operations * Plan projects with Dynamics 365 Project Operations * Review the resource utilization capabilities of Dynamics 365 Project Operations ADDITIONAL COURSE DETAILS: Nexus Humans MB-910T00 Microsoft Dynamics 365 Fundamentals (CRM) training program is a workshop that presents an invigorating mix of sessions, lessons, and masterclasses meticulously crafted to propel your learning expedition forward. This immersive bootcamp-style experience boasts interactive lectures, hands-on labs, and collaborative hackathons, all strategically designed to fortify fundamental concepts. Guided by seasoned coaches, each session offers priceless insights and practical skills crucial for honing your expertise. Whether you're stepping into the realm of professional skills or a seasoned professional, this comprehensive course ensures you're equipped with the knowledge and prowess necessary for success. While we feel this is the best course for the MB-910T00 Microsoft Dynamics 365 Fundamentals (CRM) course and one of our Top 10 we encourage you to read the course outline to make sure it is the right content for you. Additionally, private sessions, closed classes or dedicated events are available both live online and at our training centres in Dublin and London, as well as at your offices anywhere in the UK, Ireland or across EMEA.

OVERVIEW -------------------------------------------------------------------------------- By the end of the course, delegates will have:   * Identify and prioritise key accounts * Increasing business revenue through effective CRM * The importance of client care in the business environment * Contribution of Customer care towards to quality service * Understand the benefits of high-level CRM and the part it plays in client retention * Understanding the service excellence and its strengths * Necessary attitudes for inspiring customer service * Develop the important skills necessary for an effective Customer Relationship Manager * Building rapport and creating strong working relationships * Effective Communication between the clients * Understanding the importance of interpersonal contact and behaviour 

OVERVIEW -------------------------------------------------------------------------------- By the end of the course, delegates will have:   * Identify and prioritise key accounts * Increasing business revenue through effective CRM * The importance of client care in the business environment * Contribution of Customer care towards to quality service * Understand the benefits of high-level CRM and the part it plays in client retention * Understanding the service excellence and its strengths * Necessary attitudes for inspiring customer service * Develop the important skills necessary for an effective Customer Relationship Manager * Building rapport and creating strong working relationships * Effective Communication between the clients * Understanding the importance of interpersonal contact and behaviour 

If you want your employees to improve their customer service skills and deliver an amazing experience to your customers, feel free to check out my Training course focusing on delivering the best customer care.

IT CUSTOMER SUPPORT AIM The IT Customer Support Technician (Online Virtual Classroom) Course will equip candidates with the skills and knowledge to competently carry out routine customer support to a range of Computer users, communicate effectively with support managers, supporting colleagues and external clients. DURATION AND SCHEDULE The Course runs over 5 days next course commencing Saturday 4th May at 10.00 am A payment of £65 secures your place on your chosen course. The balance of the course fees of £600 can be paid shortly before course commencement. ONLINE VIRTUAL CLASSROOM – HOW IT WORKS? The course will be delivered through blended training consisting of 5 virtual classroom 6-hour sessions with assessments and examinations taking place on the 5th  day. During the Online Virtual Classroom sessions, trainees will have a live video feed with their instructor talking to them, doing practical live demonstrations involving trainees actively in the learning. In preparation for this, we plan to have a quick informal online meeting a few days before course commencement for about an hour just to make sure that people get connected properly, let you know what the online virtual classroom will be like and go through any questions you may have. To join the virtual sessions, you will need a PC/Laptop or Tablet with an internet connection. Joining instructions (login IDs, etc) will be sent before the Informal Induction session. LEARNING OBJECTIVES IT CUSTOMER SUPPORT IT Customer Support Technician equips participants with practical “Hands-On” skills relevant to the workplace and the theory required for certification. Participants on successful completion of the course will have the skills and knowledge to: – * Provide technical information and support in response to customer requirements * Identify potential improvements in the customers’ use of resources * Assist in reviews to identify how automated procedures may improve customers’ use of resources * Create routine automated procedures and assist in the creation of complex automated procedures COURSE CONTENT * Providing technical support and effectively responding to a customer’s request * Identify advantages and disadvantages of different methods of communication with customers. Using open and closed questions, questionnaires, etc. to determine customer requirements. * Use of Operating Procedures, guides, notes and telephone help-lines. * Create routine automated procedures and assist in the creation of complex automated procedures. eg. timed backups and data transfer, scheduled virus and spyware scan, scheduled maintenance (disk scanning, defragmentation, shortcuts and hyperlinks and auto-run applications) * Utilising call logging software, technical guides and logs, manufacturers’ websites, CDs, DVDs, libraries, electronic media, and bulletin boards. * Monitoring system trends, identifying potential failures, identifying user training needs, identifying weak/unreliable areas in the system and identifying potential improvements. * Health and Safety regulations and constraints. Data Protection related issues. * Use of database customer relationship management (CRM), Voice over Internet protocol (VOIP), Remote system access and Instant messaging. CERTIFICATION * City & Guilds of London Institute Customer Support Provision 2 (Examination No. 7267-402). This examination consists of 1 written paper and 1 practical assignment. The qualification can be used as part of the requirement for City & Guilds Diploma in IT Systems Support (7267-24) [http://hitechtraining.ie/city-guilds-certification/]. * On completion of the Course, having been successful in an examination, the participant will receive a Hi-Tech Training Certificate.

Duration 1 Days 6 CPD hours This course is intended for This course is intended for customer service professionals with any level of experience who want to expand their knowledge, improve their skill set, and increase the understanding of customer benefits. Overview In this course, you will explore the background and techniques of customer interactions. You will: ?Describe the benefits of customer service, identify internal customers, identify the benefits to you of giving good customer service, and identify how you can help your company to excel. ?Identify the major trends in customer service today and the combination of criteria required for customer satisfaction. ?Identify the benefits of bringing respect, emotional support, and a personal touch to customer interactions, and apply the personal touch to customer interactions. ?Identify the six categories of face-to-face communication, the critical success factors in face-to-face communication, and the benefits of actively listening to your customers. ?Identify remote customer service communication channels and apply remote customer service best practices. ?Identify guidelines for handling unreasonable customers, explore ways to handle angry customers, and identify guidelines for handling unhelpful colleagues. ?Take action to increase the loyalty of the customers you serve. You will also identify guidelines for dealing with moments of truth, identify the benefits of customer complaints, identify the steps in the service recovery process, and analyze the moments of truth in a real-life situation. As a customer service representative, you are expected to handle customer interactions in the best way possible. The expectations of both your company and your customers hinge on your ability to provide the right service in the right way. In this course, you will explore the background and techniques of customer interactions. Providing quality customer care ensures that every single contact with your company is a positive experience. Customers can range from external consumers to internal employees in other departments. Knowing how to provide the same level of service to all customers will enrich your time spent at work by establishing positive business relationships. Recognizing crucial points throughout customer interactions increases your ability to solve problems and offer affirmative solutions. Applying this knowledge to trends in service and consumer desires allows you to contribute to the company?s bottom line and make a customer?s life a little easier. 1 - UNDERSTANDING CUSTOMER SERVICE * Describe Customer Service Benefits * Recognize the Importance of Internal Customer Service * Identify How Customer Service Benefits You * Excel with Customer Service 2 - IDENTIFYING HOW CUSTOMERS DEFINE THE SUCCESS OF YOUR COMPANY * Recognize Trends in Customer Service * Identify Criteria for Customer Satisfaction 3 - INCREASING CUSTOMER SATISFACTION * Identify Characteristics of the Personal Touch * Create Lasting Positive Impressions on Your Customers 4 - PROVIDING FACE-TO-FACE CUSTOMER SERVICE * Identify Categories of Face-to-Face Contact * Understand the Critical Success Factors in Face-to-Face Customer Service * Identify the Characteristics of Active Listening 5 - PROVIDING REMOTE CUSTOMER SERVICE * Identify Remote Customer Service Communication Channels * Apply Remote Customer Service Best Practices 6 - ENGAGING DIFFICULT CUSTOMERS * Serve Difficult Customers * Manage Angry Customers * Deal with Difficult or Unhelpful Colleagues 7 - INCREASING CUSTOMER LOYALTY * Optimize Moments of Truth * Recognize the Value of Customer Complaints * Identify the Stages of the Service Recovery Process

If you want your employees to improve their customer service skills and deliver an amazing experience to your customers, feel free to check out my Training course focusing on managing expectations successfully.

The PROUD Principle® 1 Day online workshop. An innovative and powerful Customer Service model, providing customer service excellence.

Duration 1 Days 6 CPD hours This course is intended for This course is intended for individuals who desire to become more skilled at handling difficult customers. Overview Upon successful completion of this course, students will be able to deal with difficult customers in a way that increases productivity and customer service, and decreases unhappy customers. In this course, students will gain a valuable skill set to deal with difficult customers in various situations. 1 - GETTING STARTED * Housekeeping Items * Pre-Assignment Review * Workshop Objectives * The Parking Lot * Action Plan 2 - THE RIGHT ATTITUDE STARTS WITH YOU * Be Grateful * Keep Your Body Healthy * Focus on Positive Thoughts * Invoke Inner Peace * Case Study 3 - INTERNAL STRESS MANAGEMENT * Irritability * Unhappiness with Your Job * Feeling Underappreciated * Not Well-Rested * Case Study 4 - EXTERNAL STRESS MANAGEMENT * Office Furniture Not Ergonomically Sound * High Noise Volume in the Office * Rift with Co-Workers * Demanding Supervisor * Case Study 5 - TRANSACTIONAL ANALYSIS * What is Transactional Analysis? * Parent * Adult * Child * Case Study 6 - WHY ARE SOME CUSTOMERS DIFFICULT? * They Have Truly Had a Bad Experience and Want to Vent * They Have Truly Had a Bad Experience and Want Someone to be Held Accountable * They Have Truly Had a Bad Experience and Want Resolution * They Are Generally Unhappy * Case Study 7 - DEALING WITH THE CUSTOMER OVER THE PHONE * Listen to the Customer?s Complaint * Build Rapport * Do Not Respond with Negative Words or Emotion * Offer a Verbal Solution to Customer * Case Study 8 - DEALING WITH THE CUSTOMER IN PERSON * Listen to the Customer?s Complaint * Build Rapport * Responding with Positive Words and Body Language * Besides Words, What to Look For? * Case Study 9 - SENSITIVITY IN DEALING WITH CUSTOMERS * Who are Angry * Who Are Rude * With Different Cultural Values * Who Cannot Be Satisfied * Case Study 10 - SCENARIOS OF DEALING WITH A DIFFICULT CUSTOMER * Angry Customer * Rude Customer * Culturally Diverse Customer * Impossible to Please Customer * Case Study 11 - CUSTOMER ONCE YOU HAVE ADDRESSED THEIR COMPLAINT * Call the Customer * Send the Customer an Email * Mail the Customer a Small Token * Handwritten or Typed Letter * Case Study 12 - WRAPPING UP * Words From The Wise * Review Of The Parking Lot * Lessons Learned * Recommended Reading * Completion Of Action Plans And Evaluations