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Customer Service Manager
Customer Service Manager
PRIVATE
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Level 3 - Diploma
37 Students -
20 hours, 58 minutes
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Introduction
Customer service is unquestionably a field to consider as it offers a much in demand career that is forecasted to expand within the next decade. Strong customer service skills look effortless and commonplace, although they are somewhat rare in most workplaces.
Being a customer service manager can be a fascinating career, but it only works for individuals who have the right mix of knowledge, interests, talents and disciplines.
Description
The Customer Service Manager course will help you understand the processes of serving customers and handle complaints efficiently. Grasp the responsibilities and duties of sales associates include arranging meetings and working with a variety of clients or consumers. This course will also demonstrate how to impersonate a product in an impressive style that catches the sights of the customers. A customer service career filled with challenges and barriers and the core of this course is to provide you with the endowment to anticipate and identify obstacles and gain excellent problem-solving skills for overcoming those obstacles.
Course design
The course is delivered through our online learning platform, accessible through any internet-connected device. There are no formal deadlines or teaching schedules, meaning you are free to study the course at your own pace.
You are taught through a combination of
- Video lessons
- Online study materials
- Mock exams
- Multiple-choice assessment
How is the course assessed?
To successfully complete the course you must pass an automated, multiple-choice assessment. The assessment is delivered through our online learning platform. You will receive the results of your assessment immediately upon completion.
Will I receive a certificate of completion?
Upon successful completion, you will qualify for the UK and internationally-recognised certificate and you can choose to make your achievement formal by obtaining your PDF Certificate at a cost of £9 and Hardcopy Certificate for £15.
Why study this course
Whether you’re an existing practitioner or aspiring professional, this course will enhance your expertise and boost your CV with key skills and an accredited qualification attesting to your knowledge.
The Customer Service Manager is open to all, with no formal entry requirements. All you need is a passion for learning, a good understanding of the English language, numeracy and IT, and to be over the age of 16.
Course Curriculum
| Module :01 | |||
| Understanding Customer Service | 00:17:00 | ||
| Identifying Customer Expectations | 00:06:00 | ||
| Providing Excellent Customer Service | 00:07:00 | ||
| Module: 02 | |||
| Focusing on Your Customer | 00:15:00 | ||
| Customer Service and the Telephone | 00:08:00 | ||
| Handling Complaints | 00:12:00 | ||
| Enduring Stress | 00:13:00 | ||
| Module: 03 | |||
| Communication Skills | 01:00:00 | ||
| Dealing With Challenges Assertively | 00:15:00 | ||
| Dealing With Difficult People | 00:30:00 | ||
| Dealing With Stress | 00:30:00 | ||
| Meeting Expectations | 00:15:00 | ||
| Setting Goals | 00:30:00 | ||
| Seven Steps to Customer Problem Solving | 00:30:00 | ||
| Telephone Techniques | 01:00:00 | ||
| The Fifth Critical Element – Measure It | 00:15:00 | ||
| The Fourth Critical Element – Be a Problem Solver | 01:00:00 | ||
| The Second Critical Element – Defined in Your Organization | 00:15:00 | ||
| The Sixth Critical Element – Reinforce It | 00:30:00 | ||
| The Third Critical Element – Given Life by the Employees | 00:15:00 | ||
| What is Customer Service? | 00:15:00 | ||
| Who Are Your Customers? | 00:15:00 | ||
| Module: 04 | |||
| Six Critical Elements | 00:30:00 | ||
| Understanding Leadership | 00:30:00 | ||
| Five Practices of Leadership | 00:45:00 | ||
| Module: 05 | |||
| Asking the Right Questions | 00:15:00 | ||
| Close with Vocals | 00:15:00 | ||
| Closing Down the Voice | 00:10:00 | ||
| Cold and Warm Calls | 00:15:00 | ||
| Developing a Script | 00:15:00 | ||
| Did You Hear Me? | 00:15:00 | ||
| It’s More Than Just a Phase | 00:15:00 | ||
| Negotiation Techniques | 00:15:00 | ||
| News from Within | 00:15:00 | ||
| Perfecting the Script | 00:15:00 | ||
| Phone Tag and Getting the Call Back | 00:15:00 | ||
| Sales by Phone | 00:10:00 | ||
| Saying No | 00:05:00 | ||
| Staying Out of Voice Mail Jail | 00:05:00 | ||
| Stress Busting | 00:05:00 | ||
| Taking Messages | 00:05:00 | ||
| This is My Mentor | 00:05:00 | ||
| To Serve and Delight | 00:05:00 | ||
| Verbal Communication Techniques | 00:15:00 | ||
| What’s Missing in Telephone Communication? | 00:15:00 | ||
| Who are Your Customers? | 00:15:00 | ||
| Module: 06 | |||
| Building the Future | 00:15:00 | ||
| Checklist for Success | 00:15:00 | ||
| Considerations in Tool Selection | 00:15:00 | ||
| Customer Relationship Management | 00:10:00 | ||
| Evaluating and Reviewing Your Program | 00:15:00 | ||
| Homegrown vs. Application Service Provider | 00:15:00 | ||
| Requirement Driven Product Selection | 00:15:00 | ||
| Strategies for Customer Retention | 00:15:00 | ||
| The Development Team | 00:15:00 | ||
| What CRM Is and Who It Serves | 00:15:00 | ||
| Module: 07 | |||
| Getting Started | 00:05:00 | ||
| It Starts at the Top | 00:20:00 | ||
| Peer Training | 00:20:00 | ||
| How to Build Rapport | 00:30:00 | ||
| Learn to Listen | 00:25:00 | ||
| Manners Matter – Etiquette & Customer Service (I) | 00:25:00 | ||
| Manners Matter – Etiquette & Customer Service (II) | 00:20:00 | ||
| Handling Difficult Customers | 00:25:00 | ||
| Getting the Necessary Information | 00:15:00 | ||
| Performance Evaluations | 00:05:00 | ||
| Training Doesn’t Stop | 00:15:00 | ||
| Wrapping Up | 00:05:00 | ||
| Mock Exam | |||
| Mock Exam – Customer Service Manager | 00:20:00 | ||
| Final Exam | |||
| Final Exam – Customer Service Manager | 00:20:00 | ||
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