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Customer Relations and Difficulty Diploma
By John Academy
(43)- 30 Day Money Back Guarantee
- Completion Certificate
- 24/7 Technical Support
Highlights
On-Demand course
48 hours
All levels
Description
Description:
This diploma has been created for businesses who wish to garner a customer service team with the highest level of customer insight and understanding, allowing for delivery of front line customer service, built around proper businesses values.
With this course, develop skills that allow the detection of profitable business opportunities based on the analysis and interpretation of customer information. It allows generating marketing strategies in organizations, through preparing, analyzing and structuring the available information to achieve an understanding of the client's behavior. The development of the program consists in defining the current or potential client, by means of analytical tools for the search of consumer behavior patterns, in order to design exciting commercial campaigns.
Entry Requirement
This course is available to all learners, of all academic backgrounds.
Learners should be aged 16 or over to undertake the qualification.
Good understanding of English language, numeracy and ICT are required to attend this course.
Assessment:
At the end of the course, you will be required to sit an online multiple-choice test. Your test will be assessed automatically and immediately so that you will instantly know whether you have been successful.
Before sitting for your final exam you will have the opportunity to test your proficiency with a mock exam.
Certification:
After completing and passing the course successfully, you will be able to obtain an Accredited Certificate of Achievement. Certificates can be obtained either in hard copy at a cost of £39 or in PDF format at a cost of £24.
Why choose us?
Affordable, engaging & high-quality e-learning study materials;
Tutorial videos/materials from the industry leading experts;
Study in a user-friendly, advanced online learning platform;
Efficient exam systems for the assessment and instant result;
The UK & internationally recognized accredited qualification;
Access to course content on mobile, tablet or desktop from anywhere anytime;
The benefit of career advancement opportunities;
24/7 student support via email.
Career Path
After completing this course you will be able to build up accurate knowledge and skills with proper confidence to enrich yourself and brighten up your career in the relevant job market.
Customer Relationship Management | |||
Customer Relationship Management | 00:10:00 | ||
What CRM Is and Who It Serves | 00:15:00 | ||
Checklist for Success | 00:15:00 | ||
Requirement Driven Product Selection | 00:15:00 | ||
Considerations in Tool Selection | 00:15:00 | ||
Strategies for Customer Retention | 00:15:00 | ||
Building the Future | 00:15:00 | ||
Homegrown vs. Application Service Provider | 00:15:00 | ||
The Development Team | 00:15:00 | ||
Evaluating and Reviewing Your Program | 00:15:00 | ||
Relationship with Customers | |||
Good Customer Relationship - Why is it Important? | 01:00:00 | ||
Understanding Your Customers | 01:00:00 | ||
How to Calculate Customer's Lifetime Value | 00:30:00 | ||
How to Keep Your Customers Happy? | 01:00:00 | ||
How to Get Your Customers to Say 'Wow!' | 01:00:00 | ||
Proven Methods of Customer Retention | 01:00:00 | ||
The Art of Customer Follow-up | 01:00:00 | ||
Loyalty Marketing Program | 00:30:00 | ||
Promotional Items to Enhance Customer Relations | 01:00:00 | ||
Handling Customer's Complaints | 01:00:00 | ||
How to Deal with Difficult Customers | 00:30:00 | ||
Introducing the Seven Deadly Sins of Customer Service! | 01:00:00 | ||
Customer Relationship Management (CRM) Software - The Benefits | 01:00:00 | ||
Choosing a CRM Program | 00:30:00 | ||
Customer Service over the Phone | 01:00:00 | ||
Customer Relations and Dealing | |||
Module One - Getting Started | 00:30:00 | ||
Module Two - The Right Attitude Starts with You | 01:00:00 | ||
Module Three - Stress Management (Internal Stressors) | 01:00:00 | ||
Module Four - Stress Management (External Stressors) | 00:30:00 | ||
Module Five - Transactional Analysis | 01:00:00 | ||
Module Six - Why are Some Customers Difficult | 01:00:00 | ||
Module Seven - Dealing with the Customer Over the Phone | 01:00:00 | ||
Module Eight - Dealing with the Customer In Person | 01:00:00 | ||
Module Nine - Sensitivity in Dealing with Customers | 01:00:00 | ||
Module Ten - Scenarios of Dealing with a Difficult Customer | 01:00:00 | ||
Module Eleven - Following up With a Customer Once You Have Addressed Their Issue | 01:00:00 | ||
Module Twelve - Wrapping Up | 00:30:00 | ||
Customer Relationship | |||
Good Customer Relationship - Why is it Important? | 01:00:00 | ||
Understanding Your Customers | 01:00:00 | ||
How to Calculate Customer's Lifetime Value | 00:30:00 | ||
How to Keep Your Customers Happy? | 01:00:00 | ||
How to Get Your Customers to Say 'Wow!' | 01:00:00 | ||
Proven Methods of Customer Retention | 01:00:00 | ||
The Art of Customer Follow-up | 01:00:00 | ||
Loyalty Marketing Program | 00:30:00 | ||
Promotional Items to Enhance Customer Relations | 01:00:00 | ||
Handling Customer's Complaints | 01:00:00 | ||
How to Deal with Difficult Customers | 00:30:00 | ||
Introducing the Seven Deadly Sins of Customer Service! | 01:00:00 | ||
Customer Relationship Management (CRM) Software - The Benefits | 01:00:00 | ||
Choosing a CRM Program | 00:30:00 | ||
Customer Service over the Phone | 01:00:00 | ||
Customer Handling | |||
Getting Started | 00:05:00 | ||
The Right Attitude Starts with You | 00:25:00 | ||
Stress Management (Internal Stressors) | 00:35:00 | ||
Stress Management (External Stressors) | 00:25:00 | ||
Transactional Analysis | 00:25:00 | ||
Why are Some Customers Difficult | 00:25:00 | ||
Dealing with the Customer Over the Phone | 00:35:00 | ||
Dealing with the Customer In Person | 00:25:00 | ||
Sensitivity in Dealing with Customers | 00:30:00 | ||
Scenarios of Dealing with a Difficult Customer | 00:15:00 | ||
Following up With a Customer Once You Have Addressed Their Issue | 00:12:00 | ||
Wrapping Up | 00:07:00 | ||
Handling Sales Objections & Negotiating | |||
Module One - Getting Started | 00:30:00 | ||
Module Two - Three Main Factors | 01:00:00 | ||
Module Three - Seeing Objections as Opportunities | 00:30:00 | ||
Module Four - Getting to the Bottom | 01:00:00 | ||
Module Five - Finding a Point of Agreement | 01:00:00 | ||
Module Six - Have the Client Answer Their Own Objection | 00:30:00 | ||
Module Seven - Deflating Objections | 01:00:00 | ||
Module Eight - Unvoiced Objections | 01:00:00 | ||
Module Nine - The Five Steps | 01:00:00 | ||
Module Ten - Dos and Don'ts | 00:30:00 | ||
Module Eleven - Sealing the Deal | 00:30:00 | ||
Module Twelve - Wrapping Up | 01:00:00 | ||
Certificate and Transcript | |||
Order Your Certificates and Transcripts | 00:00:00 |
About The Provider
John Academy
London
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