Customer Service

Customer Service

Customer Service - 12 Courses

A Positive Perspective

A Positive Perspective
A positive perspective allows us to perceive every situation in a proactive, productive light, focusing on positive outcomes instead of being weighed down by negativity. This change in perspective can have a similar positive effect on our relationships with other people, at home and in the workplace. This module will establish the value of a positive perspective at work. It will explore how reframing the way we think can revolutionise the way we relate to everything around us, even transforming the way we speak, and provide some of the tools you can use to begin to change your approach to work.

A Balancing Act

A Balancing Act
Whether engaging with co-workers, managers or customers, powerful communication skills will enable you to work more effectively and arrive at better outcomes, faster. This module will help you to improve your communication style and strike the balance between technical knowledge and interpersonal skills, to deliver exceptional customer service.

Approaching New Customers

Approaching New Customers
This module explores the interaction between the organisation and its customers. We will look at the importance of knowing your product, building a rapport and understanding the customer’s needs. You must gather information, present solutions, handle objections and gain commitment to make the sale. Learning Outcomes: Explore the interaction between the organisation and its customers; Look at the importance of knowing your product, building a rapport and understanding the customer’s needs.

Caring for Vulnerable Customers

Caring for Vulnerable Customers
Caring for vulnerable customers is a cornerstone of customer and client care in modern corporate culture. How a company takes care of customers at a disadvantage reflects on its values and position in the marketplace. This course will examine how to identify a vulnerable customer and how to consider making the appropriate allowances for their specific needs.

Communicating with Respect

Communicating with Respect
Communication with customers is the cornerstone of any business, whether in writing like an email or a letter, over the phone or in person. This module will establish the importance of communicating with your customers in a respectful and productive manner. It will explore how reassessing the way in which you treat your customers can transform your relationship with them and will provide some of the tools you can use to change your approach to communication at work.

Email Etiquette

Email Etiquette
This module explores sending and replying to emails. We will break down the technical terms and explain the different functions associated with emailing. We will provide you with some useful hints and tips for writing business emails. Learning Outcomes: Explore sending and replying to emails; Technical terms and explain the different functions associated with emailing; Useful hints and tips for writing business emails.

Handling Complaints

Handling Complaints
This course explores complaints and how they can help an organisation to improve and exceed customer expectations. We will look at types of complaints, how to deal with them and steps that can be taken to resolve them. Learning Outcomes: Explore complaints and how they can help an organisation to improve and exceed customer expectations;Types of complaints, how to deal with them and steps that can be taken to resolve them.

Know Your Customer

Know Your Customer
This module explores the different types of customer and the importance of meeting the customer’s needs, both stated and un-stated. We will look at ways in which you can get to know your potential customers and how you can inform them of your organisations products and services. The more information you know about your customers, the more able you’ll be to meet their needs and deliver a positive experience. Learning Outcomes: Explore the different types of customer and the importance of meeting the customer’s needs; Know your potential customers and how you can inform them of your organisations products and services experience.

Managing Expectations

Managing Expectations
The management of expectations is vital to the success of any organisation that intends to have a productive relationship with their customers. This module explores the effect that unrealistic customer expectations can have on their relationship with your organisation, and details how best to manage these to improve the current and future customer experience.

Maintaining Existing Customers

Maintaining Existing Customers
This module explores ‘moments of magic’ and how these ‘moments’ can generate return business. This involves providing great customer service and exceeding customer expectations. We will look at communication between the customer and the organisation and the importance of a customer care strategy. Learning Outcomes: Explore ‘moments of magic’ and how these ‘moments’ can generate return business; providing great customer service and exceeding customer expectations; Communication between the customer and the organisation and the importance of a customer care strategy.

Telephone Manner

Telephone Manner
This module explores using the telephone in the workplace and how to answer and make calls professionally. You won’t always have the knowledge or information to be able to help a caller with their enquiry and so this module gives advice on how to deal with such instances, from transferring calls and taking messages to putting the customer on hold. You only get one chance to make a first impression, this module will help you to make it a good one. Learning Outcomes: Explore using the telephone in the workplace and how to answer and make calls professionally; How to deal with transferring calls, taking messages to putting the customer on hold.

Understanding Brand & Reputation

Brand and Reputation
Brand and reputation are vitally important to the success of an organisation. This module explores the way in which brands are perceived and the benefits of generating a positive public perception. We will examine the CORR model which links experiences, feelings and behaviours and finally look at the impact of staff attitudes on the reputation of an organisation. Learning Outcomes: Explore the way in which brands are perceived and the benefits of generating a positive public perception; Examine the CORR model which links experiences, feelings and behaviours; Look at the impact of staff attitudes on the reputation of an organisation.

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All Microsoft Office Online Courses are based on a typical one day training course at a specific skill level and are included in our full online library. If you require a more tailored course to meet a particular learning need, get in touch.

All Personal Development Online Courses are 15 minute modules that complement our Bite Size methodology and work well together to create a great training plan.

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