Online Customer Service Training Course
This online Customer Service Course is designed to help anyone who works in customer
service improve their customer service skills in order to provide each customer
with the best possible experience every time.
All businesses, whether they operate
face-to-face, over the phone or by e-mail, should strive to give their customers
the best experience they can in order to maintain relationships, status and success.
This course aims to provide those who work in the customer service industry with
the information and skills needed to go above and beyond with the customer service
that they provide.
- Developed by Customer Service Experts
- Accredited by CPD
- Fully online course and assessment with no time limits
- Full audio voiceover
- Approximate Duration: 2 hours
- On completion, certificate is posted the next working day
This Customer Service Training Course is suitable for anyone working in a customer
service role, at all levels of employment, who wishes to improve their service skills.
This includes all employees who deal directly with customers face-to-face, over
the telephone or by e-mail. Examples of professions who may find this course useful
include, but are not limited to:
| Module |
Description |
| 1 |
Introduction |
The importance of customer service, the cost of poor customer
service, internal and external customers, customer expectations, going above and
beyond. |
| 2 |
Body Language and Listening |
Your appearance, open and closed body language,
creating rapport, eye contact, the importance of active listening, body language
and listening over the phone. |
| 3 |
Communication |
Self-awareness and confidence, politeness, acknowledging needs,
positive phrases, avoiding jargon, beginning and ending interactions, communication
over the phone. |
| 4 |
Dealing With Complaints |
Asking questions, admitting to mistakes, being empathetic,
complaints over the phone, e-mail complaints, handling abuse, personal safety, what
to do next. |
| 5 |
Evaluating Customer Service |
Social media, mystery shoppers, feedback and
surveys, staff training. |
The online assessment is taken on completion of the training material. You will
be asked 15 multiple choice questions with a pass mark of 80%. The
answers are marked automatically so you will instantly know whether you have passed.
If you don't pass don't worry! You can take the test as many times as you need with
no extra charge.