If you wish to implement an effective customer care programme in your organisation or simply want to develop skills for a rewarding career in customer service roles this diploma course is ideal for you. Providing efficient customer care is vital for every business. This Customer Care Diploma course teaches essential elements of customer service and explains how these can be implemented for the success of a business. The course also covers dealing with difficult situations, the importance/value of customer feedback and how to handle complaints in an effective and beneficial manner.
Key topics include; the process of listening to, questioning and confirming customers’ needs, leadership styles, the fundamentals of creating customer-focused environments , the value of reward and recognition schemes , development of a customer service strategy , techniques for building long-term customer relations, techniques for turning an unprofitable customer into a profitable customer, employee satisfaction and its resulting impact on customer service.
On successful completion of this course the learner will be able to;
Discuss overview of key customer service elements
Investigate the process of listening to, questioning and confirming customers’ needs.
Explore a variety of leadership styles, the fundamentals of creating customer-focused environments and the value of reward and recognition schemes
Understand how to develop a customer service strategy
Learn how to effectively introduce a new program to current employees.
Explore a variety of effective training and development methods
Improve your communication skills to strengthen relationships and interactions with customers and colleagues
Develop the knowledge and principles that underpin outstanding customer care
Explore techniques for building long-term customer relations
Discuss how to turn an unprofitable customer into a profitable customer.
Explore the true value and impact of listening to customers
Discuss how to professionally handling complaints from a business perspective
Explore the relationship between employee satisfaction and its resulting impact on customer service.
Gain or develop key transferrable skills applicable in a range of industries and sectors.
Module 1 - Introduction to Customer Services
Module 2 - Understanding Your Customers
Module 3 - What is a Customer Focused Organisation?
Module 4 - Developing Customer Service Strategy
Module 5 -Implementing a Service Excellence Strategy
Module 6 - Training and Development for Customer Service
Module 7 – The Importance of Effective Communication
Module 8 - Building Long-Term Customer Relations
Module 9 - Dealing with Unprofitable Customers
Module 10 - Importance of Customer’s Feedback
Module 11 - Complaints Handling
Module 12 -Empowerment & Ownership
There is no particular entry requirement. We do not ask for any previous qualification or experience. Students of all age and academic background can enrol on this course.
This course has been specifically designed for companies training their employees.
Qualification awarded by the course provider
This course is offered to anyone in the world, but its qualification is only relevant in this country.
Variable - to suit the learner
No attendance for this course
Total time for completion:
No time limit
£560 ( 82% off )
More info on price: On course completion students can claim accredited certificate by paying £99 accreditation fee. Certificate postal charges will be £9.
eTrain London(UNITED KINGDOM)