Customer Service

DEFINING SERVICE



Explains the concept of company-wide customer service and standards.

• Understanding "Customers" and "Service"


• Bringing the Customer Back


• Making the Mission a Priority


• Getting Everyone Involved


• Service from the Top Down


• Creating Service Standards


• Implementing Service Standards


• Customer Segments


• Segmenting Your Customers

COMMUNICATING



Presents strategies for understanding customer problems, resolving conflict, and writing effective correspondence, instructions, and manuals.

• Getting Your Message Across


• Using the Right Words


• Matching the Customer's Style


• Using Questions


• Dealing with Angry Customers


• Resolving Conflict


• Writing Letters to Customers


• Breaking Bad News in a Letter


• Giving Written Instructions


• Writing Helpful Manuals

FIXING PROBLEMS



Explains how to answer common questions, find customers' needs and problems, and resolve the root cause of those problems.

• Using Complaints


• Frequently Asked Questions


• Answering Employee Questions


• Finding What Customers Want


• Using Surveys


• Finding (the Real) Problems


• Finding Solutions

BUILDING A DEPARTMENT



Provides users with an overview of creating a Customer Service department and hiring talented customer service people.

• Forming a Customer Service Organization


• Building Teams


• Hiring Service Pros


• Motivating Service People


• Helping the Good Get Better


• Creating a Productive Environment


• Getting Help to Customer Service


• Good Service for Your Employees


• International Customer Service

TOOLS OF THE TRADE



Explains the concept of company-wide customer service and standards.

• Talking to Customers


• Using the Phone


• Phone and Fax Lines


• Electronic Mail


• Communicating with Electronic Mail


• The Internet


• Presenting a Web Site

Qualifications

Printable Transcript

On completion of this course you may print a transcript off as evidence of your progression throughout the course.

Study Options

This course is an online course. With online study you have access to your entire course from the start of your studies. You can access your course materials, and submit all of your question papers to your personal tutor, online from anywhere in the World using your unique student account.

Fees





 

Online

£99.00
N/A
N/A
N/A



Studying Online. If you would like to study online we cannot accept payment for course fees in instalments, instead course fees must be paid in full at the point of enrolment. The reason for this is due to the fact that when you study online you have access to all of your course materials from the outset.

 

 

 

Requirements for Entry

There is no experience or previous qualifications required for enrolment on this course. It is available to all students, of all academic backgrounds.

Study Hours

This is only an approximate figure and is dependant upon how much time you can dedicate to your studies and how well you grasp the learning concepts in the course material. Furthermore, at the end of each lesson there is a question paper that needs to be completed and returned to your tutor. You should allow at least 1 - 2 hours of study to complete each question paper.

The approximate amount of time required to complete
the course is: 40 hrs.

Additional Information





This course is different to other courses hosted on Elearnuk. The course is supplied by Stonebridge Associated Colleges in conjunction with Stonebridge IT School.



Once you have enrolled and paid for your course you will receive an email within 24-72 hours. The email will contain your username and password to login to your course.