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Customer Service Manager

Customer Service Manager

11 STUDENTS ENROLLED

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.

While I receive a certificate of completion?

Upon successful completion, you will qualify for the UK and internationally-recognised professional qualification 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
Module: 08
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: 09
Six Critical Elements 00:30:00
Understanding Leadership 00:30:00
Five Practices of Leadership 00:45:00
Module: 10
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: 11
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
Mock Exam
Mock Exam – Customer Service Manager 00:20:00
Final Exam
Final Exam – Customer Service Manager 00:20:00

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