ΠΕΡΙΓΡΑΦΗ

In today’s dynamic business landscape, the vitality of a company hinges on the strength of its customer relationships. Exceptional customer service is not merely a competitive advantage; it is the lifeblood that sustains and propels a business forward. Every customer interaction is an opportunity to not only meet but exceed expectations, fostering loyalty and positive word-of-mouth. Recognizing this, the Certificate in Customer Service Excellence is crafted to address the critical need for proficient customer service.

By enrolling in this course, you will embark on a journey to not only understand the importance of exceptional customer service but to acquire tangible skills that can be immediately applied in real-world scenarios. The aim is not just to meet industry standards but to excel, setting a new benchmark for customer satisfaction. Whether you’re joining a customer service team for the first time or seeking fresh strategies as a seasoned professional, this course will provide you with relevant and up to date strategies that will elevate your customer service skills.

Upon completion, you will possess a robust foundation of customer service skills, ranging from empathy and patience to effective communication, all of which are pivotal in providing a stellar customer experience. The course not only underscores the “what” and “why” of customer service but, more importantly, the “how.” It is a transformative experience designed to empower you with practical knowledge, enabling you to navigate diverse customer scenarios with confidence and finesse.

Training Objectives

Customer Service Skills

• Understanding the importance of positive relationships.
• Building customer value through effective communication.
• Strategies for solving problems with care.

Four Essential Customer Service Skills

• Developing empathy.
• Practicing patience.
• Cultivating positivity.
• Enhancing communication skills.

Customer Communication Essentials

• Improving customer experience through effective communication.
• Starting and ending customer conversations.
• Listening to understand customer needs.
• Providing empathetic and personalized support.

Optimizing Customer Communication Across Channels

• Reviewing different communication channels.
• Strategies for optimizing communication in various channels.
• Seamlessly switching between channels for a cohesive customer experience.

Soliciting and Responding to Customer Feedback

• Importance of customer feedback.
• Effective ways to solicit feedback.
• Responding to positive, neutral, and negative feedback.
• Using feedback to drive positive changes.

Handling Difficult Customer Service Scenarios

• Navigating through complex customer service situations.
• Approaching challenges with expert skill and sensitivity.
• Developing problem-solving strategies for difficult scenarios.

Working With Upset Customers

• Understanding why customers get upset.
• Defusing upset customers with effective apologies.
• Developing action plans for resolution.
• Identifying and managing customer abuse.

Cultural Sensitivity in Customer Service

• Understanding the benefits of cultural sensitivity.
• Developing practical tools for cross-cultural communication.
• Creating connections amid cultural differences.
• Respecting and understanding various cultures in customer interactions.

Training Duration
This course may take up to 15 hours to complete. However, actual study time differs as each learner uses their own training pace.

Who should attend
Customer service professionals looking to provide enhanced service, improve their business’s reputation, and produce loyal customers who will tell others about their positive experiences.

Training Method
The course is offered fully online using a self-paced approach. The learning units consist of video presentations and reading material. Learners may start, stop and resume their training at any time. At the end of each session, participants take a Quiz to complete their learning unit and earn a Certificate of Attendance once all quizzes have been passed successfully.

What’s Included
• Self-paced learning modules.
• Practical exercises and real-world scenarios.
• Interactive activities to reinforce learning.
• Resources for continuous improvement.
• Certificate upon successful completion.

Registration and Access

To register to this course, click on the ”Buy Now” button to pay online and receive your access instantly. If you are purchasing this course on behalf of others, please be advised that you will need to create or use their personal profile before finalising your payment.

Access to the course is valid for 180 days.