Course Overview
Working in customer service comes with its challenges. Here you must have the ability to face all sorts of situations, provide quality services to your customers, understand the needs and expectations of your customers and more. The Customer Service Advisor: Communication Skills Training is here to help you build adequate skills to fulfil all these responsibilities. It will show you the essential tips and tricks to keep your customers satisfied.
The Customer Service Advisor: Communication Skills Training course is designed to provide quality training on customer service. This course will help you figure out your customers’ expectations. From the highly informative modules, you will learn the skills to handle unwanted situations. In addition, the course will introduce you to the seven steps of customer problem-solving. You will also learn about the six vital elements of customer service.
Through this comprehensive Customer Service Advisor: Communication Skills Training course you will be able to identify the right questions to ask your customers. It will teach you the essentials of customer relationship building, customer retention and more. Enrol in the course now and prepare to climb the career ladder.
What you will learn from this Customer Service Advisor: Communication Skills Training course:
- Learn how to identify customer expectation
- Improve your communication skills
- Develop the ability to handle complaints and stress
- Familiar yourself with the seven steps of customer problem solving
- Understand the six critical elements of customer service
- Grasp the strategies to ask the right questions
- Build your expertise in customer relationship management
Key features of the course:
- Lifetime access to the course
- No hidden fees; only pay the price of the course, which includes exam fees.
- Recognised qualification upon successful completion of the course
- Study from anywhere, anytime, whenever it is convenient for you.
- Affordable and engaging e-learning study materials
- Study at your own pace from tablet, PC or smartphone
- Online tutor support when you are in need.
Who is this course for:
This Customer Service Advisor: Communication Skills Training course is suitable for —
- Students
- Recent graduates
- Job Seekers
- Anyone interested in the Customer Service Advisor: Communication Skills Training course
- Individuals who are already employed in the relevant sectors and wish to enhance their knowledge and expertise.
Assessment and Certification:
After studying the course materials of the Customer Service Advisor: Communication Skills Training course, there will be a written assignment test which you can take either during or at the end of the course. Those who pass this test will have the qualification of the Customer Service Advisor: Communication Skills Training course. The certificate will be produced in PDF format at an additional cost of £8.99 and Printed Hardcopy at £12.99.
Career Path:
This Customer Service Advisor: Communication Skills Training course will equip you with an array of in-demand expertise and prepare you for a variety of rewarding employment options, such as—
- Customer Service Adviser
- Customer Service Representative
- Customer Service Manager
- Customer Care Executive
- Customer Service Assistant
- Customer Care Operator
- Customer Care Representative
- Customer Service Agent
- Customer Service Associate
A customer service advisor’s average earnings in the United Kingdom is £18k per year. The highest salary rate is nearly £24k, and the lowest salary in the United Kingdom is £16k per year.
Course Curriculum
| Module :01 | |||
| Understanding Customer Service | 00:17:00 | ||
| Identifying Customer Expectations | 00:07:00 | ||
| 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 | ||
| Certificate and Transcript | |||
| Order Your Certificates or Transcripts | 00:00:00 | ||
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