Description

Did you know that businesses lose an estimated $75 billion each year due to poor customer service? Providing excellent customer care not only fosters loyalty but also has a direct impact on a company's bottom line. So, remember, investing in exceptional customer service isn't just good practice-it's good business!

In a world where every interaction counts, mastering the art of Customer Care Skills and Telephone Etiquette is akin to wielding a superpower in the realm of business.

Join us in this journey towards mastery, where each module is a revelation, and each lesson a gem waiting to be uncovered. Elevate your customer service game and set yourself apart in a world where exceptional service is the ultimate currency.

Key Features:

CPD Certified

Instant e-certificate and hard copy dispatch by next working day

Fully online, interactive course with audio voiceover

Developed by qualified professionals in the field

Self-paced learning and laptop, tablet, smartphone-friendly

24/7 Learning Assistance

Discounts on bulk purchases

Course Curriculum

Module 01: Introduction to Customer Service

Module 02: What's Different about Good Customer Service?

Module 03: Customer Service Communication Strategies

Module 04: Establishing Your Attitude

Module 05: Identifying and Addressing Customer Needs

Module 06: In-Person Customer Service

Module 07: Providing Electronic Customer Service

Module 08: Aspects of Phone Etiquette

Module 09: Building Rapport Over the Phone

Module 10: Inbound and Outbound Calls

Module 11: Active Listening and Managing Tough Callers

Module 12: Managing Interoffice Calls and Voicemail

Module 13: Problem Solving over the Phone

Module 14: Intra Organisation Dealings

Module 15: Measuring Customer Service

Learning Outcomes:

Understand fundamental principles of effective customer service communication strategies.

Develop appropriate attitudes and behaviours for handling customer interactions professionally.

Acquire skills to identify and fulfil diverse customer needs efficiently.

Master telephone etiquette including rapport building and active listening techniques.

Demonstrate proficiency in managing inbound and outbound calls effectively.

Implement problem-solving strategies to resolve customer issues over the phone.

Accreditation

All of our courses, including this course are fully accredited, providing you with up-to-date skills and knowledge and helping you to become more competent and effective in your chosen field.

Certification

Once you've successfully completed your Course, you will immediately be sent your digital certificates. Also, you can have your printed certificate delivered by post (shipping cost £3.99). Our certifications have no expiry dates, although we recommend renewing them every 12 months.

Assessment

At the end of the course, there will be an online assessment, which you will need to pass to complete the course. Answers are marked instantly and automatically, allowing you to know straight away whether you have passed. If you haven't, there's no limit on the number of times you can take the final exam. All this is included in the one-time fee you paid for the course itself.

CPD

10 CPD hours / points Accredited by CPD Quality Standards

Who is this course for?

Customer service representatives

Call centre agents

Receptionists

Administrative assistants

Sales associates

Career path

Customer Service Representative

Call Centre Operator

Receptionist

Sales Assistant

Administrative Assistant

Customer Experience Manager

Certificates

Digital certificate

Digital certificate - Included

Once you've successfully completed your course, you will immediately be sent a FREE digital certificate.

Hard copy certificate

Hard copy certificate - Included

Also, you can have your FREE printed certificate delivered by post (shipping cost £3.99 in the UK).
For all international addresses outside of the United Kingdom, the delivery fee for a hardcopy certificate will be only £10.
Our certifications have no expiry dates, although we do recommend that you renew them every 12 months.

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Customer Care Skills and Telephone Etiquette Training Course

By Training Express

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