Customer Service Training Online Course

Overview

This customer service training course will cover basic skills and the key customer service philosophy that will allow learners to discover the value of excellent service.

Candidates will learn:

• about the importance of meeting customer expectations,
• proper time management,
• the importance of product knowledge,
• treating customers with respect,
• the impact of poor customer service,
• how to deal with dissatisfied customers/customer complaints, and
• how to handle difficult customers over the phone.

They will also focus on how to uncover customer needs and provide effective solutions. This is delivered through customer service scenarios, examples and interactive exercises.

How can training in customer service benefit both employees and customers?

Providing customer service training to employees is beneficial as it boosts their job satisfaction, enhances their skill set, and contributes to their professional development. In turn, customers receive improved service, quicker issue resolution, and a more satisfactory experience, resulting in increased customer loyalty.

The course is designed to enhance listening skills, good communication skills, conflict resolution skills, emotional intelligence and the ability to stay calm. All these skills help improve customer relationships. The power of positive attitude, positive language and body language are all emphasised throughout the course. Truly great customer service requires a customer service-minded approach to everything that a customer experiences.

This customer service course covers important customer care skills regardless of the product or service your organisation provides. Understanding how customers feel, the power of eye contact and the use of intuition can turn any situation into a positive one for your business.

With this customer service knowledge, deliver amazing results that lead to returning customers time and again.

Customer Service Training Course Objectives:

• Have an understanding of why excellent service is important.
• Be aware of the main reasons for customer dissatisfaction.
• Have an understanding of the importance of customer service culture.
• Know what constitutes good and bad service.
• Have an understanding of the basics of excellent service.
• Have an understanding of how to deal with angry customers and unhappy customers.
• Know how to deliver great service over the phone.

Duration

It takes approximately 30 minutes to complete the course in full. This can be spread out over multiple sessions or completed in a single session. There is no time limit for completion.

Assessment

All candidates must complete a multiple choice assessment after working through the training material. The candidate will be asked 12 multiple choice questions, randomly chosen from a larger question pool. A minimum of 9 questions must be answered correctly to pass.

Candidates will be given instant feedback after completing the assessment stating whether they have passed or failed. The assessment can be re-taken as many times as is required to pass at no additional cost.

Module Topics

• The importance of understanding customer service
• Customer dissatisfaction
• Customer service in not-for-profit organisations
• Organisational issues
• Internal culture
• What is good and bad service?
• The basics of good customer service
• Being the adult in the room
• Dealing with unhappy customers
• Customer service on the phone

Successful candidates will receive a Institute of Hospitality Certificate and 0.5 CPD Credits.

This course certificate has no expiry date because there is no formally recognised period of validity for this type of course.

We would recommend refreshing knowledge whenever it is felt necessary and particularly after any period away from customer facing roles.

All of our courses, systems and services have been registered to the internationally recognised ISO 9001:2015 quality standard. Quality Management Systems Ltd (QMS) made this prestigious award to Commodious in January 2018. This gives assurance that the training and assessment was completed with a quality registered organisation.

After a successful purchase you will be automatically taken to our registration process. Here you create your learner(s) and assign the course(s) to them so that they can start training immediately. If you do not know all the learner details - no problem, you can return later and create the learners when it suits you.

The system automatically creates an admin group of your learners, this means you can access your learner accounts to obtain certificates or schedule reports on the progress of your group, useful for Health & Safety audits or Registration to organisations such as CHAS, SMAS, SafeContractor, ConstructionLine etc or site access when certificates are required.

If this all sounds too complicated feel free to contact us, we are more than happy to enrol you or your colleagues on your behalf.