Customer Services (Free Online Course With Certificate)

Customer service plays a critical role in today's business world. Just about every organization has realized how important customer service is and many have begun to find ways to evaluate and strategically improve customer service. This free online course will teach you why effective customer service plays such an essential role in a business's success. You will explore the skills involved in dealing with customers, customer complaints and the legal and ethical duties of customer service personnel. Management is important to sustaining and improving the quality of service in the long-term and understanding and this customer services course discusses what this involves and how to use it to your benefit and that of your customers. The role of statutory bodies in managing issues between customers and businesses is also analyzed along with guidance for best practices.

You will then learn about customer types, -needs, -wants, measuring service standards and the difference between consumers and customers. The course goes on to discuss the concept of mystery shopper programs and the ways in which customer opinions influence product and service evolution. Customer service workers use a range of resources and technology to recognize the needs and wants of customers and often need to be able to multitask easily and efficiently, manage their time and network with team members. You will be taught the personal skills needed in delivering customer service excellence which includes managing negativity and stress and working effectively in a team. Customer support professionals must develop the expertise to evaluate situations effectively, establish empathy, defuse anger and collaborate with a diverse range of customers from diverse cultural backgrounds; all of which are detailed as you work through this free online course material. You will gain an understanding of the procedures needed to resolve customer queries and complaints in a respectful way as well as the role of auditing, compliance and legislation, with a particular focus on customer relationships. Some other essential themes covered are the concept of money laundering and how this affects business and the advancement of social networks including the issues around user data privacy.

Whether you are a customer service worker and would like to improve your skills or a customer service manager needing to enhance your organization or department’s customer service offering, enrol for this free online course today.

Module 1

The Context of Customer Services

This Module will provide a detailed understanding of why effective customer service provision plays such an important part in business success. You will learn about the skills involved in handling customers, the obligations of customer service personnel legally and ethically to customers and the role of statutory bodies in managing issues, with guidance in best practices for learners. Learning will be enhanced through quizzes, activities and self-reflection exercises.

Module 2

Customer Types and Measuring Service Standards

In this module, you will learn about customer types, needs, wants and how to measure service standards. Also, you will be taught the difference between the role of consumer and customer, and how creating a great customer experience matters. You will be shown the concept of mystery shopper programmes and the ways in which customer opinions matter and influence product and service evolution.

Module 3

Personal Skills in Delivering Customer Service Excellence

In this module, you will learn about the personal skills needed in delivering customer service excellence. Also, this module will explore practical exercises to help you to develop skills with practical tips and techniques. In addition to this, you will be taught how to manage negativity and stress while working within a customer service team to create service excellence.

Module 4

Customer Queries, Complaints and Compliance Management

This module will cover how customer issues and complaints can be handled effectively, whilst dealing with the customer respectfully. Also, you will be taught the skills needed in handling complaints and how to monitor complaints. You will learn about the role of auditing, compliance and legislation, with a particular focus on customer relationships. Furthermore, this module will discuss the advancement of social networks and the issues around the privacy of data for consumers of such services.

Module 5

Course assessment

What You Will Learn In This Free Course

• Explain the principles of customer service within an organisation
• Outline the British standard Code of Practice for customer service
• Identify the difference between consumer and customer
• Explain the role of Customer Relationship Management (CRM)
• Analyze the behavioural development of customers
• Discuss how to manage timely responses and manage the stress of pressure and negativity
• State the importance of teamwork in providing effective customer service
• Discuss how to resolve customer queries
• Describe how auditing requirements will impact customers' data management and the value-add of compliance departments
• Discuss the legislation relating to customer service, money laundering and where to turn for advice and guidance
• Recall how social media campaign data is utilised

Complete This CPD Accredited Course & Get Your Certificate!

Certify Your Skills

A CPD-accredited Alison Diploma/Certificate certifies the skills you’ve learned.

Stand Out From The Crowd

Add your Alison Certification to your resume and stay ahead of the competition.

Advance in Your Career

Share your Alison Certification with potential employers to show off your skills and capabilities.

Careers related to this course:

• Customer Service Manager
• Customer Service Representative