Customer Service Skills
£20 + VAT
Our Customer Service Skills will help you gain a greater understanding on how to anticipate reactions and expectations from customers and acknowledge that some customers can be tricky and in these situations you will learn the best techniques in order to stay professional and calm.
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All about this Customer Service Skills course
Our Customer Service Skills course is suitable for anyone working in any type of customer service environment.
Throughout this Customer Service Skills course, you will learn that the customer experience is seen as one of the most important things for any business, small or large.
You will also gain a greater knowledge around providing quality customer service and how you can adapt to changes and alter your approach to suit everyone.
Being able to anticipate the reactions or expectations of customers is essential in doing your job and you need to be able to work with customers and listen to their queries in order to provide a good level of service.
In this course you will acknowledge some customers can be very tricky to deal with and in these situations you will learn how to remain calm and professional by learning the HEAT technique.
At the end of this course you will learn the importance of customer feedback and the ability it is has for you to reflect on the information that is given and learn from it.
In order to complete the course, you must achieve 80% or more in the final multiple choice quiz.
You will earn 3 CPD points on completion of the course, this course will take around 3 hours to complete and the certificate will last for two years.
- Fully CPD registered
- Completed online with instant downloadable certificate
- Suitable for people working in customer service roles
- Fully printed certificate posted next day
- Complete the online multiple choice assessment as many times as you need to pass
Units covered on this course
Principles of customer service
In the first unit of our Customer Service Skills course you will learn that the customer experience in a business is around interaction, this is from the initial point of contract, right through to the final point of product/service use. You will acknowledge the customer experience is not an easy thing to manage and takes a lot of work, as it is about making the entire experience the customer has to the highest of standards.
Presentation and meeting the needs of customers
In this unit you will be introduced to why having a strong image is vital for anyone working in customer service. Wearing the right clothes and dressing formally is usually the best thing and you will learn the importance of this even if your not meeting customers face to face.
Customer journey and solving issues
This unit will introduce you to what a customer journey map is and that it is a way of looking closely at when a customer is contacted and in what way. You will learn that customer journey maps can be very valuable to an organistation and show a visual representation of when customers are contacted and what information is given.
Complaint handling
In this unit you will learn some customers can be very tricky to deal with and in these situations you will learn dissatisfied customers can express their emotions in a range of different ways. Therefore learning the HEAT technique in this unit can be used to calm any customer down who maybe unhappy.
Feedback and improvement
In the final unit of our Customer Service Skills course you will look at the customer service interactions and what will help to improve relations with clients, by doing so you will learn this will increase conversion rates, being able to train staff to a higher level and improve the service provided.
Reviews for this Customer Service Skills course
Simple Training
Straightforward design - Work through our user-friendly courses without any hassle.
Accessible learning - Simple course sections which have clear voiceover included.
Login from anywhere - Access your course through our site on any device, from anywhere.
Immediate Certificates
Start immediately - Simply purchase your course and access everything right away.
Unlimited attempts - Work through your course as quickly as you like and have unlimited attempts at the quiz.
Certificates available instantly - As soon as you finish your final quiz, download your PDF certificate right away.
CPD certified
Established in 1996, the CPD certification Service work with a variety of colleges, universities and training providers to uphold quality provision in professional development. All of our courses are fully CPD Certified through the largest organisation for continuous professional development in the UK - the CPD Certification Service. This means that each course is thoroughly checked to meet exacting standards and ensures that CPD points are awarded upon completion.
Frequently Asked Questions
Learn more about this course and others that we offer. If you still have any questions, simply contact our course advisors on 0800 077 3063 or email hello@cpdonline.co.uk.
How long does it take to complete this course?
This course takes a few hours to complete and you can do this without any restrictions. This means you can buy the course and start at any time. You can also begin your learning, stop and come back to the course to pick up where you left off.
Is this Customer Service Skills course accredited?
Yes the course is fully accredited through the CPD Certification Service. They review all of our content to check for quality, depth and that the material is fully up-to-date. Each year our membership with the service is renewed and all courses are thoroughly checked prior to being accredited.
Will I get a certificate when I finish?
Yes, as soon as you finish this course you can immediately download a PDF version of your personalised certificate. We also then send a fully printed copy to you by first class post.
How long does the certificate last?
The certificate after finishing this course lasts for 2 years until expiry which is when we recommend completing the training again. Some industries may require an update to CPD more frequently than this and others may not but, as a standard rule, we recommend completing the Customer Service Skills course every 2 years to ensure it is fresh in your mind and you understanding the latest regulations.
What are the benefits of studying this course online?
By completing this course online you can study in your own time and at your own pace. Having the ability to complete the units at a time to suit you engages your learning much more and enables you to interact and soak up the information easier.
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