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Customer Service and Relation Management 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: Customer Service and Relation Management Diploma
This Diploma in Customer Service and Relation Management aims to address the development of service industries and the need for customer-supplier relationship. This program equips one with knowledge and skills related to service marketing, customer service, customer relationship management, service design, service quality management, etc.
Customer Relationship Management (CRM) is a business strategy for maximizing shareholder value through acquiring, enhancing and retaining desired customers. This course will examine the concepts, processes and technologies an organization uses to achieve superior performance through client intelligence. Aligning business activities around the client creates an opportunity to collect an extensive quantity of client-related descriptive and behavioural data, which shall be very useful.
Assessment:
- At the end of the course, you will be required to sit for an online MCQ test. Your test will be assessed automatically and immediately. You will instantly know whether you have been successful or not.
- 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.
Who is this Course for?
Customer Service and Relation Management Diploma is certified by CPD Qualifications Standards and CiQ. This makes it perfect for anyone trying to learn potential professional skills.
As there is no experience or qualification required for this course, it is available for all students from any academic background.
Requirements
Our Customer Service and Relation Management Diploma is fully compatible with any kind of device. Whether using a Windows computer, Mac, smartphone or tablet, you will get the same experience while learning. Besides that, you will be able to access the course with any kind of internet connection from anywhere at any time without any kind of limitation.
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.
| Understanding Customer Service | |||
| Understanding Customer Service | FREE | 00:17:00 | |
| Identifying Customer Expectations | 00:06:00 | ||
| Providing Excellent Customer Service | 00:07:00 | ||
| Focusing on the Customer | 00:08:00 | ||
| Customer Service and the Telephone | 00:08:00 | ||
| Handling Complaints | 00:12:00 | ||
| Enduring Stress | 00:13:00 | ||
| Business Communication | |||
| Identifying Basic Communication Techniques | FREE | 00:09:00 | |
| Formal and Informal Communication | 00:02:00 | ||
| Describing Verbal and Non-verbal Communication | 00:04:00 | ||
| Understanding Body Language | 00:05:00 | ||
| Making Effective Presentations | 00:10:00 | ||
| Fundamentals of Productive Meetings | 00:08:00 | ||
| Written Communication | 00:13:00 | ||
| Electronic Communication | 00:19:00 | ||
| Creating Graphics for Business Communication | 00:04:00 | ||
| Communicating Static Information | 00:03:00 | ||
| Communicating Dynamic Information | 00:03:00 | ||
| Effectively Working for Your Boss | |||
| Representing Your Boss | 00:06:00 | ||
| Communicating Your Boss's Decisions | 00:03:00 | ||
| Supporting Your Boss and Colleagues | 00:04:00 | ||
| Building a Partnership with Your Boss | 00:13:00 | ||
| Identifying Goals | FREE | 00:10:00 | |
| Energy Distribution | 00:09:00 | ||
| Time Logs | 00:11:00 | ||
| Personal World View | 00:10:00 | ||
| Strengths | 00:09:00 | ||
| A Building Your Toolbox | 00:10:00 | ||
| Establishing Your Action Plan | 00:11:00 | ||
| Customer Service | |||
| What is Customer Service? | 00:15:00 | ||
| Who Are Your Customers? | 00:15:00 | ||
| Six Critical Elements | 00:30:00 | ||
| Understanding Leadership | 00:30:00 | ||
| Five Practices of Leadership | 00:45:00 | ||
| Asking the Right Questions | 00:15:00 | ||
| Close with Vocals | 00:15:00 | ||
| Closing Down the Voice | 00:10:00 | ||
| Cold and Warm Calls | 00:15:00 | ||
| Developing Your Script | 00:45:00 | ||
| Did You Hear Me? | 00:15:00 | ||
| It's More Than Just a Phase | 00:15:00 | ||
| Negotiation Techniques | 00:15:00 | ||
| News from Within | 00:15:00 | ||
| Perfecting the Script | 00:15:00 | ||
| Phone Tag and Getting the Call Back | 00:15:00 | ||
| Sales by Phone | 00:10:00 | ||
| Saying No | 00:05:00 | ||
| Staying Out of Voice Mail Jail | 00:05:00 | ||
| Stress Busting | 00:05:00 | ||
| Taking Messages99 | 00:05:00 | ||
| This is My Mentor | 00:05:00 | ||
| To Serve and Delight | 00:05:00 | ||
| Who are Your Customers? | 00:15:00 | ||
| Building the Future | 00:15:00 | ||
| Checklist for Success | 00:15:00 | ||
| Considerations in Tool Selection | 00:15:00 | ||
| Customer Relationship Management | 00:10:00 | ||
| Evaluating and Reviewing Your Program | 00:15:00 | ||
| Homegrown vs. Application Service Provider | 00:15:00 | ||
| Requirement Driven Product Selection | 00:15:00 | ||
| Strategies for Customer Retention | 00:15:00 | ||
| The Development Team | 00:15:00 | ||
| What CRM Is and Who It Serves | 00:15:00 | ||
| Customer Relationship Management Training | |||
| 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 | ||
| Becoming A Customer Service Professional | |||
| Module One - Getting Started | 00:30:00 | ||
| Module Two: The Importance of Safety | 00:15:00 | ||
| Module Three - Establishing Your Attitude | 01:00:00 | ||
| Module Four - Identifying and Addressing Customer Needs | 01:00:00 | ||
| Module Five - Generating Return Business | 01:00:00 | ||
| Module Six - In-Person Customer Service | 01:00:00 | ||
| Module Seven - Giving Customer Service over the Phone | 01:00:00 | ||
| Module Eight - Providing Electronic Customer Service | 01:00:00 | ||
| Module Nine - Recovering Difficult Customers | 01:00:00 | ||
| Module Ten - Understanding When to Escalate | 01:00:00 | ||
| Module Eleven - Ten Things You Can Do to WOW Customers Every Time | 01:00:00 | ||
| Module Twelve - Wrapping Up | 01:00:00 | ||
| Mock Exam | |||
| Mock Exam - Customer Service and Relation Management Diploma | 00:20:00 | ||
| Final Exam | |||
| Final Exam - Customer Service and Relation Management Diploma | 00:20:00 | ||
| Certificate & Transcript | |||
| Order Your Certificates and Transcripts | 00:00:00 | ||
About The Provider
John Academy
London
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