Key features of the Customer Service Advisor Course
- Recognised qualification upon successful completion of the course
- Study from anywhere, anytime, whenever it is convenient for you.
- Get 24/7 support from our Customer Success Team
- Affordable and engaging e-learning study materials
- Study at your own pace from a tablet, PC or smartphone
- Online tutor support when you are in need.
Who is this course for?
There is no experience or previous qualifications required for enrolment on this course. It is available to all students, of all academic backgrounds.
Requirements
Our Customer Service Advisor Course is fully compatible with any kind of device. Whether you are using Windows computer, Mac, smartphones or tablets, you will get the same experience while learning. Besides that, you will be able to access the course with any kind of internet connection from anywhere at any time without any kind of limitation.
Career Path
After completing this course you will be able to build up accurate knowledge and skills with proper confidence to enrich yourself and brighten up your career in the relevant job market.
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 | 00:13:00 | ||
| 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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