Advanced Diploma in Customer Service - CPD Certified & IAO Approved

John Academy

Program Description

Advanced Diploma in Customer Service - CPD Certified & IAO Approved

John Academy

Who is the course for?

  • Customer support or after-sales expert who want to upgrade their skills in customer service.
  • People who have an interest in knowing how customer services work.

Entry Requirement:

  • This course is available to all learners, of all academic backgrounds.
  • Good understanding of English language, numeracy and ICT are required to attend this course.

Assessment:

  • At the end of the course, you will be required to sit an online multiple-choice test. Your test will be assessed automatically and immediately so that you will instantly know whether you have been successful.
  • Before sitting for your final exam you will have the opportunity to test your proficiency with a mock exam.

Certification:

  • After you have successfully passed the test, you will be able to obtain an Accredited Certificate of Achievement. You can however also obtain a Course Completion Certificate following the course completion without sitting for the test. Certificates can be obtained either in hard copy at a cost of £39 or in PDF format at a cost of £24.

Why choose us?

  • Affordable, engaging & high-quality e-learning study materials;
  • Tutorial videos/materials from the industry leading experts;
  • Study in a user-friendly, advanced online learning platform;
  • Efficient exam systems for the assessment and instant result;
  • The UK & internationally recognised accredited qualification;
  • Access to course content on mobile, tablet or desktop from anywhere anytime;
  • The benefit of applying for NUS Extra Discount Card;
  • 24/7 student support via email.

Career Path:

The Advanced Diploma in Customer Service Course is a useful qualification to possess, and would be beneficial for the following careers:

  • After-sales Service Provider
  • Customer Service Associate
  • Development Manager
  • Hotel Supervisor
  • Sales Associate
  • Technical Support Specialist.

COURSE CURRICULUM

Module One: Getting Started

  • Workshop Objectives

Module Two: Who We Are and What We Do

  • Who Are Customers?
  • What Is Customer Service?
  • Who Are Customer Service Providers?
  • Case Study

Module Three: Establishing Your Attitude

  • Appearance Counts!
  • The Power of a Smile
  • Staying Energized
  • Staying Positive
  • Case Study

Module Four: Identifying and Addressing Customer Needs

  • Understanding the Customer’s Situation
  • Staying Outside the Box
  • Meeting Basic Needs
  • Going the Extra Mile
  • Case Study

Module Five: Generating Return Business

  • Following Up
  • Addressing Complaints
  • Turning Difficult Customers Around
  • Case Study

Module Six: In-Person Customer Service

  • Dealing with At-Your-Desk Requests
  • The Advantages and Disadvantages of In-Person Customer Service
  • Using Body Language to Your Advantage
  • Case Study

Module Seven: Giving Customer Service over the Phone

  • The Advantages and Disadvantages of Telephone Communication
  • Telephone Etiquette
  • Tips and Tricks
  • Case Study

Module Eight: Providing Electronic Customer Service

  • The Advantages and Disadvantages of Electronic Communication
  • Understanding Netiquette
  • Tips and Tricks
  • Eliminate Electronic Ping Pong
  • Case Study

Module Nine: Recovering Difficult Customers

  • De-Escalating Anger
  • Establishing Common Ground
  • Setting Your Limits
  • Managing Your Own Emotions
  • Case Study

Module Ten: Understanding When to Escalate

  • Dealing with Vulgarity
  • Coping with Insults
  • Dealing with Legal and Physical Threats
  • Case Study

Module Eleven: Ten Things You Can Do to WOW Customers Every Time

  • Ten Tips
  • Case Study

Module Twelve: Wrapping Up

  • Words from the Wise

Customer Relationship Management

  • Customer Relationship Management
  • What CRM Is and Who It Serves
  • Checklist for Success
  • Requirement Driven Product Selection
  • Considerations in Tool Selection
  • Strategies for Customer Retention
  • Building the Future
  • Homegrown vs. Application Service Provider
  • Evaluating and Reviewing Your Program
  • The Development Team

Activities

  • Activities
This school offers programs in:
  • English


Last updated June 8, 2018
Duration & Price
This course is Online
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Open Enrollment
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Locations
United Kingdom - London, England
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Open Enrollment
United Kingdom - London, England
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