The Complete Customer Service Diploma

cpd
£180.00 BUY NOW

The Complete Customer Service Diploma Course

In an age of increasing competition, outstanding customer service has never been more important. Your customers expect you to take care of their wants and needs at every step of the buying journey.

In this bundle, you will learn how to understand and communicate with customers across several different platforms, including email and telephone. You will discover how to placate difficult customers, hone your communication skills to resolve problems and ensure that they return in the future.

Delivering a high-quality service can be challenging. These courses acknowledge the realities that come with dealing with customers on a day-to-day basis and will allow you to approach your role with confidence. You will discover how best to handle confrontation, which will reduce your stress levels at work.

What You Will Learn

This combined course includes the following:

  • Caring For Customers’ Needs Certificate
  • Communication Basics Certificate
  • Customer Retention Certificate
  • Electronic Customer Service Certificate
  • Email Etiquette Certificate
  • Face to Face Customer Service Certification
  • Rescuing Difficult Customers Certificate
  • Telephone Customer Service Certificate

Caring For Customers’ Needs Certificate

To win over their customers, a business needs to consistently meet – and ideally, exceed – their expectations.

Customers expect that the companies with which they do business will take an active interest in their needs, respond to their feedback and take proactive steps in solving their problems. However, consistently catering to customer demands requires a considerable level of skill.

This course provides a comprehensive introduction to the skills you need to build a strong rapport with customers that will foster their loyalty and improve your sales.

Communication Basics Certificate Course

Communication is the art of transmitting and receiving messages, whether verbally or via body language. It’s essential for your success in the workplace, because it forms the basis of positive business relationships. However, lots of us struggle to understand what other people are saying, which can result in misunderstandings.

With regards to customer service, communication is key in order to appreciate a customer’s needs and problems.

This course will teach you the basic theory underlying good communication and show you how you can harness them to improve relationships with customers.

Customer Retention Certificate Course

It is easier to sell products and services to existing customers than it is to recruit new ones, so it’s in every business’ best interest to learn the art of client retention. If you work in a customer service role, you need to understand how to discuss and resolve any grievances.

A dissatisfied customer is unlikely to make future purchases and, if they feel particularly unhappy, can have a detrimental effect on your reputation.

This course will provide you with an insight into how successful companies work with customers to resolve problems and how your attitude has a direct bearing on the outcome of a tense situation.

Electronic Customer Service Certificate Course

These days, most customers expect businesses to provide some form of electronic customer service. This usually takes the form of email, although live chat is becoming increasingly common.

Electronic customer service allows you to keep a paper trail of interactions with customers, which is useful in the event of a dispute.

To offer the best possible electronic customer service experience, you need a solid grasp of netiquette, written communication and the general rules that underlie customer service. This course will show you how these pillars fit together.

Email Etiquette Certificate Course

If you are offering electronic customer service, you will need to master the art of communicating via email. Although email is relatively simple to use, you need to observe standard email etiquette to avoid offending or frustrating your customers.

In this course, you will learn how to write and process emails in a professional manner that presents your business in a positive light.

Face to Face Customer Service Certification Course

Even in this digital era, face to face customer service remains an essential skill for workers in many industries. You may need to provide customer support, resolve a complaint, or discuss the best solution for their needs. In order to provide them with a good experience, you will need to use verbal and non-verbal communication skills to understand their perspective.

This course will show you how to use your tone of voice, body language and other cues to ensure smooth, productive interactions with all your customers.

Rescuing Difficult Customers Certificate Course

No matter how efficient your business, you will occasionally have to work with dissatisfied customers who have a problem with a product or service.

Unfortunately, some of these customers may be impolite or even hostile. You may have heard these people described as “difficult customers,” and dealing with them requires a special set of skills.

This course will help you develop the communication skills, attitude and demeanour necessary to ensure a positive outcome. You will learn how to detect and manage interpersonal tension, minimising both your stress levels and those of your customers.

Telephone Customer Service Certificate Course

When delivering telephone-based customer service, you will need to demonstrate strong verbal communication skills – you cannot rely on non-verbal cues and you do not have the time to write a carefully-considered email or chat response.

Telephone customer service may be the only point of contact for customers, so it is imperative that all employees of a business know how to conduct themselves in a professional manner on the telephone. This course will help you and your colleagues identify customer needs, take a proactive approach to customer service and work with them to discover the best solution.

The Benefits of Our Customer Service Bundle

  • This bundle will give you all the tools you need to play your part in driving sales
  • These courses contain practical strategies that sales people in all sectors can use
  • If you are looking to be promoted at work, this bundle will help you ascend the ladder by improving your results and increasing your job satisfaction
  • You will learn how to ensure a great customer experience every time, which in turn will generate repeat business
Call

24/7 Customer Support

certificate

End of course certification

electronic

Compatible with all modern devices

forever

Lifetime access to your course

This is a bundle course, and contains the following courses:

Caring for Your Customers' Needs Certificate Course

Customers are satisfied only when a business meets their expectations. Customers typically hope that a company will listen to their opinions and feedback, resolve their queries and provide a range of products that will meet their needs. However, providing consistent customer service and meeting customer needs is not always straightforward. In this course, you will learn the practical steps you can take that will enable you to work with your customers and build a relationship that will ensure their loyalty to your business.

You Will Learn:

  • Why prompt, personalised customer service will help your business stand out from the rest
  • Why you need to research your customers’ needs and expectations
  • The tools and techniques you can use to discover your customers’ motives and expectations
  • How to understand a client’s perspective and solicit their opinions on your products and services
  • How to encourage and reward client loyalty

Benefits of Taking This Course:

  • If you own or run a business, this course will help you differentiate yourself from your competitors by offering a unique customer experience
  • If you work in customer service, this course will help you understand what your customer needs and how to resolve their concerns
  • If you work in a marketing or sales role, this course will help you generate more business by ascertaining what your customers need and explaining how your products and services can help them
  • If you are responsible for administering focus groups, this course will help you ask useful questions that will guarantee actionable feedback from clients

 

Communication Basics Certificate Course

Sound communication skills are vital to your success in the workplace. Unfortunately, many people find it hard to communicate or decode spoken and written messages. This can give rise to arguments and misunderstandings.

This course will provide you with an insight into the pillars of communication, and how you can use them to enhance your relationships at work and at home.

You Will Learn:

  • The basic model underlying all forms of communication
  • The most common problems that arise during communication, and how to resolve them
  • How to deal with conflict in the early stages
  • How to use body language to emphasise your message
  • What to do if you do not understand what someone else is saying

Benefits Of Taking This Course:

  • Reliable communication is essential to all healthy relationships, so this course is relevant to people working in any sector
  • If you are responsible for resolving disputes at work, this course will give you an insight into how conflict can arise in the first place
  • If you train others as part of your job, this course will help you get your message across quickly and easily
  • If you work with people from diverse backgrounds, this course will help bridge the gap by teaching you how to work successfully with anyone

Customer Retention Certificate Course

Every business will have to deal with dissatisfied customers from time to time. Understanding how to resolve customer grievances so they return in the future is key to growing a business’ profits and reputation. In this course, you will learn what successful businesses do to retain their customers and how they use the principles of great customer service to quickly resolve complaints. You will learn how to communicate with difficult customers, how to use complaints as an opportunity to improve and how your attitude can make all the difference in resolving a challenging situation.

 

You Will Learn:

  • Why every customer deserves outstanding service and how to respond if a customer makes an unjustified complaint
  • How to make a customer feel valued and respected
  • How to listen to a customer, show empathy and ask the right questions when they make a complaint
  • Why staff need to possess sufficient background knowledge on the products and services they are selling
  • Why problem-solving is a key skill you must develop to placate a dissatisfied customer

Benefits of Taking This Course:

  • If you work in customer service or aftersales, this course will teach you how to resolve customer grievances quickly and efficiently
  • If you supervise employees who work in customer service, this course will help you troubleshoot problems and enhance customer satisfaction
  • The communication skills you will learn on this course are applicable to other business situations, such as negotiating in meetings
  • This course will help you reframe customer complaints as an opportunity to improve the business, which in turn will increase revenue

Electronic Customer Service Certificate Course

Traditionally, companies provided customer service face-to-face or by telephone. This changed with the advent of the internet, which has made it relatively inexpensive and simple to deal with customer queries via email and live chat services. Effective electronic customer service is built on a foundation of netiquette, the principles of written communication and a solid understanding of customer service. In this course, you will learn how to combine these factors to successfully offer your customers a great experience.

You Will Learn:

  • Why electronic customer service is now the norm in modern businesses
  • Why electronic customer service comes with advantages and disadvantages
  • How to send appropriate online messages that positively engage customers and solve their problems
  • How to show courtesy online and strike the right tone in both your emails and on your website
  • The principles of good customer service and how these translate to an electronic environment

Benefits of Taking This Course:

  • If you work in a customer service role, this course will teach you how to communicate with customers via email and online chat to resolve their problems and answer their queries.
  • If you are a business owner, this course will help you make up your mind if you are considering incorporating electronic customer service into the day-to-day running of your business.
  • If your role entails copywriting or marketing, this course will help you create more effective product descriptions for a company website.
  • This course will help you write memorable emails that will make your customer pay attention to your messages, thereby increasing sales and boosting your company’s reputation.

Email Etiquette Certificate Course

In this age of technology, email is the most efficient form of communication used in the workplace, yet many businesses still overlook the importance of the standards and rules one should follow when communicating in this way. This course on email etiquette will be discussing the most important etiquette rules that apply to nearly all companies, with the aim of providing participants with the necessary skills and techniques for managing and writing emails in an effective and professional manner.

You Will Learn:

  • What email etiquette is
  • How to handle tone and language in email messages
  • How to write appropriate subject lines, salutations and closings
  • When to Cc and Bcc recipients into an email conversation
  • General tips on constructing an efficient and professional email

Benefits of Taking This Course:

  • You will learn how to communicate more effectively through email
  • You will be able to structure emails in a way that’s easy for recipients to read
  • Your knowledge of proper email techniques will allow you to appear more professional in your emails

Face to Face Customer Service Course

Telephone and internet-based customer service is now the norm, but face to face customer service is still a key skill in many sectors. Whether you are dealing with a customer complaint or meeting with a long-term client to discuss their needs, good communication and a willingness to understand their perspective is essential. In this course, you will learn how your attitude, verbal communication and body language all determine the outcome of an interaction with a customer. This knowledge will equip you with the ability to provide outstanding service every time.

You Will Learn:

  • Why you must strive to create a positive first impression and how to listen to a customer so that they feel heard.
  • Why you must be sensitive to a customer’s needs and how you can deepen your understanding of their situation.
  • How to use your body language to convey authority and assertiveness.
  • How your smile, voice, gestures and handshake can all be used to good effect when meeting someone for the first time.

Benefits of Taking This Course:

  • If you work in customer service, this course will teach you how to create a great first impression that will make dealing with clients much easier.
  • If you work in sales or marketing, this course will provide you with an overview of how simple adjustments to your demeanour can convince a customer that your products or services are right for them.
  • If your job is not sales-based but still requires you to spend a lot of time communicating with others, the transferable skills you will learn on this course will improve your general interpersonal effectiveness.
  • This course will equip you to handle challenging conversations in a diplomatic manner, which is useful in your professional and personal life.

Rescuing Difficult Customers Certificate Course

Even successful organisations will have to deal with dissatisfied customers or clients from time to time. Some of these customers will be antagonistic, often because they feel angry or upset and struggle to control their emotions. In other words, they are “difficult customers”. Handling these customers requires strong communication skills, a calm manner and a willingness to work with the customer. In this course, you will learn how to resolve tense situations and resolve complaints quickly and efficiently.

You Will Learn:

  • The reasons why a customer may be dissatisfied with a product or service
  • How to use your voice to defuse a tense situation, and how remaining calm can improve a customer’s mood
  • Why you should never attempt to deny responsibility
  • Why you should focus on the customer first, then the problem that has prompted their complaint
  • Why you should follow up with a customer after you have solved their problem

Benefits of Taking This Course:

  • If you work in customer services, this course will help you deal with difficult customers and, in turn, reduce your stress levels
  • If you work in an office, this course will help you handle difficult visitors
  • If you work in sales, this course will help you defuse tense or awkward moments that may arise during a sales pitch
  • If you work in an occupation whereby you routinely come into contact with the public, such as the emergency services, this course will help you stay calm in challenging situations

Telephone Customer Services Certificate Course

A customer’s experience of telephone-based service goes a long way in shaping their opinion of an organisation. Call centre and office staff are the first and often only point of contact, so their telephone manner must be professional and customer-centred.

This course will give you lots of practical strategies that will help you and your team identify customers’ needs and offer them appropriate solutions.

You will also learn how and why taking a proactive or pre-emptive approach to customer service will yield better outcomes than merely reacting to complaints or difficulties.

You Will Learn:

  • Why telephone-based customer service is so important and the steps you must follow to create a good first impression
  • Eleven practical ways to improve your communication skills, understand your customer’s needs and arrive at a mutually satisfactory solution
  • The advantages and disadvantages of telephone-based customer service

Benefits of Taking This Course:

  • You will learn how to engage with customers and help resolve their problems, thereby improving your company’s image and widening your customer base
  • If you train or supervise workers who deal with customers over the telephone, this course will give you a framework for imparting practical advice for offering great customer service
  • If you are a business owner, this course will help you consider whether telephone-based customer service is the right choice for your business
  • The principles of good communication contained in this course are transferable to other situations, such as face-to-face customer service or sales negotiations
ID: YDFT67YHJ
certificate

of achievement

This certificate is presented to

Your Name

NSA

For completing the

The Complete Customer Service Diploma

on 21st November 2021

Selena Hurford

Selena Hurford

Course Tutor

cpd

Daniel Morgan

Daniel Morgan

Head of Academy

Certificate Example

Anyone who has an interest in learning more about this subject matter is encouraged to take the course. There are no entry requirements to take the course.

The course is broken down into 0 individual modules. Each module takes between 20 and 90 minutes on average to study. Although you are free to spend as much or as little time as you feel necessary on each module, simply log in and out of the course at your convenience.

You can study the course any time you like. Simply log in and out of the web based course as often as you require. The course is compatible with all computers, tablet devices and smart phones so you can even study while on the move!

Once you have completed all 0 modules there is a multiple choice test. The questions will be on a range of topics found within the 0 modules. The test, like the course, is online and can be taken a time and location of your choosing.

The pass mark for the test is 70%.

If you don’t pass the test first time you will get further opportunities to take the test again after extra study. There are no limits to the number of times you can take the test. All test retakes are included within the price of the course.

Once you have completed your test you can log in to your account and download/print your certificate any time you need it. If you would prefer us to post you a certificate to a UK address, there will be an admin charge of £10 (certificates sent internationally may cost more).

You can either use your Visa, MasterCard, American Express, Solo cards or PayPal account to pay for the online course. Our site uses the latest SSL encryption to ensure your safety. All payments are handled securely by PayPal.

You can begin the course immediately after your payment has been received. You will create your login details during the checkout process. We will also send you an email confirming your login details.

We estimate that the course will take about 8 hours to complete in total, plus an additional 30 minutes for the end of course test.

Once you have been awarded your certificate it is valid for life. The certificate does not expire or need renewing.

I really enjoyed this course. Although I already work in customer services, I found it very informative and I picked up a lot of useful information and tips. What I liked about the course was that it was something you could do at your own pace and it was easy to follow. It made me feel more relaxed about my studying and put me at ease when it came to the final test at the end. The modules were just the right length, with plenty of content to get your teeth into but not too much that it became overwhelming, and that made it better to learn and digest what was being said. I would certainly recommend it!

Stephen Rawlinson

Really interesting and a good starting point for increasing my understanding and knowledge. Easy to access at any time, modules were nice and short so good bursts of information and easy to understand. I feel that I have gained knowledge that I can take forward within my current profession and apply my knowledge to get the best possible results for my organisation in all forms of media. Would recommend this course for anyone looking to start off in this career and looking to gain solid background information to take you forward. You have the flexibility to learn in your own time and take it at your own pace which is great when you are already working full time.

Sophie Graham

I took it up in myself to take this course as I am wanting to get on the personal trainer business. I found this course to be really insightful and beneficial.

As well as providing the information needed for health care professionals in the Fitness industry, it also provides the information you might be interested in to take your career further. Such as qualifications you can take afterwards to specialise in a specific area in the Fitness industry.

If you want an informative course that gives you a little extra, this is perfect for you. If you would like the bare minimum, then this course isn’t for you.

Emma Fulford

This is a fantastic course, it is incredible value for money and it will give you all the information you need to be able to pursue the career of Teaching Assistant.

Being able to do it all in your own time makes it a lot less stressful if you're trying to fit it around work and life in general and the addition of worksheets throughout helps you see which areas need improvement before you take the final test.

Michelle Franklin

This course was fun and flexible. I could study it at my own convenience, leaving it and going back to it in between my other commitments. I was then required to answer a few multiple choice questions at the end in order to receive my certificate which is stored in my account so that I can download it at any time. It is a good qualification to add to my CV when looking to work with pets. I really enjoyed it and it will benefit me in my future career plans. I would definitely recommend it to friends and family.

Stacey Baigan

My course was the Pet Sitting and Dog Walking course. It is quite an interesting course! It was perfect to learn, and this what I was looking for.

Easy and clear to understand with many helpful pictures, very helpful extra information, very informative. I really enjoyed studying this course. For me it was fun ? I studied when I have had time, which is great for me in addition to my current job.

I hope I can start soon my new career with my newly learned skills. I am so excited. Fully accredited course which is important for me. I will definitely recommend New Skills Academy!

Tamas Fekete

Duration:
8 hours

Access:
Lifetime Access

Approved by:
CPD

Learning Type:


Text based modules  Images  Video learning 

Cost:
£180.00

0% Finance

The Complete Customer Service Diploma Course

In an age of increasing competition, outstanding customer service has never been more important. Your customers expect you to take care of their wants and needs at every step of the buying journey.

In this bundle, you will learn how to understand and communicate with customers across several different platforms, including email and telephone. You will discover how to placate difficult customers, hone your communication skills to resolve problems and ensure that they return in the future.

Delivering a high-quality service can be challenging. These courses acknowledge the realities that come with dealing with customers on a day-to-day basis and will allow you to approach your role with confidence. You will discover how best to handle confrontation, which will reduce your stress levels at work.

What You Will Learn

This combined course includes the following:

  • Caring For Customers’ Needs Certificate
  • Communication Basics Certificate
  • Customer Retention Certificate
  • Electronic Customer Service Certificate
  • Email Etiquette Certificate
  • Face to Face Customer Service Certification
  • Rescuing Difficult Customers Certificate
  • Telephone Customer Service Certificate

Caring For Customers’ Needs Certificate

To win over their customers, a business needs to consistently meet – and ideally, exceed – their expectations.

Customers expect that the companies with which they do business will take an active interest in their needs, respond to their feedback and take proactive steps in solving their problems. However, consistently catering to customer demands requires a considerable level of skill.

This course provides a comprehensive introduction to the skills you need to build a strong rapport with customers that will foster their loyalty and improve your sales.

Communication Basics Certificate Course

Communication is the art of transmitting and receiving messages, whether verbally or via body language. It’s essential for your success in the workplace, because it forms the basis of positive business relationships. However, lots of us struggle to understand what other people are saying, which can result in misunderstandings.

With regards to customer service, communication is key in order to appreciate a customer’s needs and problems.

This course will teach you the basic theory underlying good communication and show you how you can harness them to improve relationships with customers.

Customer Retention Certificate Course

It is easier to sell products and services to existing customers than it is to recruit new ones, so it’s in every business’ best interest to learn the art of client retention. If you work in a customer service role, you need to understand how to discuss and resolve any grievances.

A dissatisfied customer is unlikely to make future purchases and, if they feel particularly unhappy, can have a detrimental effect on your reputation.

This course will provide you with an insight into how successful companies work with customers to resolve problems and how your attitude has a direct bearing on the outcome of a tense situation.

Electronic Customer Service Certificate Course

These days, most customers expect businesses to provide some form of electronic customer service. This usually takes the form of email, although live chat is becoming increasingly common.

Electronic customer service allows you to keep a paper trail of interactions with customers, which is useful in the event of a dispute.

To offer the best possible electronic customer service experience, you need a solid grasp of netiquette, written communication and the general rules that underlie customer service. This course will show you how these pillars fit together.

Email Etiquette Certificate Course

If you are offering electronic customer service, you will need to master the art of communicating via email. Although email is relatively simple to use, you need to observe standard email etiquette to avoid offending or frustrating your customers.

In this course, you will learn how to write and process emails in a professional manner that presents your business in a positive light.

Face to Face Customer Service Certification Course

Even in this digital era, face to face customer service remains an essential skill for workers in many industries. You may need to provide customer support, resolve a complaint, or discuss the best solution for their needs. In order to provide them with a good experience, you will need to use verbal and non-verbal communication skills to understand their perspective.

This course will show you how to use your tone of voice, body language and other cues to ensure smooth, productive interactions with all your customers.

Rescuing Difficult Customers Certificate Course

No matter how efficient your business, you will occasionally have to work with dissatisfied customers who have a problem with a product or service.

Unfortunately, some of these customers may be impolite or even hostile. You may have heard these people described as “difficult customers,” and dealing with them requires a special set of skills.

This course will help you develop the communication skills, attitude and demeanour necessary to ensure a positive outcome. You will learn how to detect and manage interpersonal tension, minimising both your stress levels and those of your customers.

Telephone Customer Service Certificate Course

When delivering telephone-based customer service, you will need to demonstrate strong verbal communication skills – you cannot rely on non-verbal cues and you do not have the time to write a carefully-considered email or chat response.

Telephone customer service may be the only point of contact for customers, so it is imperative that all employees of a business know how to conduct themselves in a professional manner on the telephone. This course will help you and your colleagues identify customer needs, take a proactive approach to customer service and work with them to discover the best solution.

The Benefits of Our Customer Service Bundle

  • This bundle will give you all the tools you need to play your part in driving sales
  • These courses contain practical strategies that sales people in all sectors can use
  • If you are looking to be promoted at work, this bundle will help you ascend the ladder by improving your results and increasing your job satisfaction
  • You will learn how to ensure a great customer experience every time, which in turn will generate repeat business
Call

24/7 Customer Support

certificate

End of course certification

electronic

Compatible with all modern devices

forever

Lifetime access to your course

This is a bundle course, and contains the following courses:

Caring for Your Customers' Needs Certificate Course

Customers are satisfied only when a business meets their expectations. Customers typically hope that a company will listen to their opinions and feedback, resolve their queries and provide a range of products that will meet their needs. However, providing consistent customer service and meeting customer needs is not always straightforward. In this course, you will learn the practical steps you can take that will enable you to work with your customers and build a relationship that will ensure their loyalty to your business.

You Will Learn:

  • Why prompt, personalised customer service will help your business stand out from the rest
  • Why you need to research your customers’ needs and expectations
  • The tools and techniques you can use to discover your customers’ motives and expectations
  • How to understand a client’s perspective and solicit their opinions on your products and services
  • How to encourage and reward client loyalty

Benefits of Taking This Course:

  • If you own or run a business, this course will help you differentiate yourself from your competitors by offering a unique customer experience
  • If you work in customer service, this course will help you understand what your customer needs and how to resolve their concerns
  • If you work in a marketing or sales role, this course will help you generate more business by ascertaining what your customers need and explaining how your products and services can help them
  • If you are responsible for administering focus groups, this course will help you ask useful questions that will guarantee actionable feedback from clients

 

Communication Basics Certificate Course

Sound communication skills are vital to your success in the workplace. Unfortunately, many people find it hard to communicate or decode spoken and written messages. This can give rise to arguments and misunderstandings.

This course will provide you with an insight into the pillars of communication, and how you can use them to enhance your relationships at work and at home.

You Will Learn:

  • The basic model underlying all forms of communication
  • The most common problems that arise during communication, and how to resolve them
  • How to deal with conflict in the early stages
  • How to use body language to emphasise your message
  • What to do if you do not understand what someone else is saying

Benefits Of Taking This Course:

  • Reliable communication is essential to all healthy relationships, so this course is relevant to people working in any sector
  • If you are responsible for resolving disputes at work, this course will give you an insight into how conflict can arise in the first place
  • If you train others as part of your job, this course will help you get your message across quickly and easily
  • If you work with people from diverse backgrounds, this course will help bridge the gap by teaching you how to work successfully with anyone

Customer Retention Certificate Course

Every business will have to deal with dissatisfied customers from time to time. Understanding how to resolve customer grievances so they return in the future is key to growing a business’ profits and reputation. In this course, you will learn what successful businesses do to retain their customers and how they use the principles of great customer service to quickly resolve complaints. You will learn how to communicate with difficult customers, how to use complaints as an opportunity to improve and how your attitude can make all the difference in resolving a challenging situation.

 

You Will Learn:

  • Why every customer deserves outstanding service and how to respond if a customer makes an unjustified complaint
  • How to make a customer feel valued and respected
  • How to listen to a customer, show empathy and ask the right questions when they make a complaint
  • Why staff need to possess sufficient background knowledge on the products and services they are selling
  • Why problem-solving is a key skill you must develop to placate a dissatisfied customer

Benefits of Taking This Course:

  • If you work in customer service or aftersales, this course will teach you how to resolve customer grievances quickly and efficiently
  • If you supervise employees who work in customer service, this course will help you troubleshoot problems and enhance customer satisfaction
  • The communication skills you will learn on this course are applicable to other business situations, such as negotiating in meetings
  • This course will help you reframe customer complaints as an opportunity to improve the business, which in turn will increase revenue

Electronic Customer Service Certificate Course

Traditionally, companies provided customer service face-to-face or by telephone. This changed with the advent of the internet, which has made it relatively inexpensive and simple to deal with customer queries via email and live chat services. Effective electronic customer service is built on a foundation of netiquette, the principles of written communication and a solid understanding of customer service. In this course, you will learn how to combine these factors to successfully offer your customers a great experience.

You Will Learn:

  • Why electronic customer service is now the norm in modern businesses
  • Why electronic customer service comes with advantages and disadvantages
  • How to send appropriate online messages that positively engage customers and solve their problems
  • How to show courtesy online and strike the right tone in both your emails and on your website
  • The principles of good customer service and how these translate to an electronic environment

Benefits of Taking This Course:

  • If you work in a customer service role, this course will teach you how to communicate with customers via email and online chat to resolve their problems and answer their queries.
  • If you are a business owner, this course will help you make up your mind if you are considering incorporating electronic customer service into the day-to-day running of your business.
  • If your role entails copywriting or marketing, this course will help you create more effective product descriptions for a company website.
  • This course will help you write memorable emails that will make your customer pay attention to your messages, thereby increasing sales and boosting your company’s reputation.

Email Etiquette Certificate Course

In this age of technology, email is the most efficient form of communication used in the workplace, yet many businesses still overlook the importance of the standards and rules one should follow when communicating in this way. This course on email etiquette will be discussing the most important etiquette rules that apply to nearly all companies, with the aim of providing participants with the necessary skills and techniques for managing and writing emails in an effective and professional manner.

You Will Learn:

  • What email etiquette is
  • How to handle tone and language in email messages
  • How to write appropriate subject lines, salutations and closings
  • When to Cc and Bcc recipients into an email conversation
  • General tips on constructing an efficient and professional email

Benefits of Taking This Course:

  • You will learn how to communicate more effectively through email
  • You will be able to structure emails in a way that’s easy for recipients to read
  • Your knowledge of proper email techniques will allow you to appear more professional in your emails

Face to Face Customer Service Course

Telephone and internet-based customer service is now the norm, but face to face customer service is still a key skill in many sectors. Whether you are dealing with a customer complaint or meeting with a long-term client to discuss their needs, good communication and a willingness to understand their perspective is essential. In this course, you will learn how your attitude, verbal communication and body language all determine the outcome of an interaction with a customer. This knowledge will equip you with the ability to provide outstanding service every time.

You Will Learn:

  • Why you must strive to create a positive first impression and how to listen to a customer so that they feel heard.
  • Why you must be sensitive to a customer’s needs and how you can deepen your understanding of their situation.
  • How to use your body language to convey authority and assertiveness.
  • How your smile, voice, gestures and handshake can all be used to good effect when meeting someone for the first time.

Benefits of Taking This Course:

  • If you work in customer service, this course will teach you how to create a great first impression that will make dealing with clients much easier.
  • If you work in sales or marketing, this course will provide you with an overview of how simple adjustments to your demeanour can convince a customer that your products or services are right for them.
  • If your job is not sales-based but still requires you to spend a lot of time communicating with others, the transferable skills you will learn on this course will improve your general interpersonal effectiveness.
  • This course will equip you to handle challenging conversations in a diplomatic manner, which is useful in your professional and personal life.

Rescuing Difficult Customers Certificate Course

Even successful organisations will have to deal with dissatisfied customers or clients from time to time. Some of these customers will be antagonistic, often because they feel angry or upset and struggle to control their emotions. In other words, they are “difficult customers”. Handling these customers requires strong communication skills, a calm manner and a willingness to work with the customer. In this course, you will learn how to resolve tense situations and resolve complaints quickly and efficiently.

You Will Learn:

  • The reasons why a customer may be dissatisfied with a product or service
  • How to use your voice to defuse a tense situation, and how remaining calm can improve a customer’s mood
  • Why you should never attempt to deny responsibility
  • Why you should focus on the customer first, then the problem that has prompted their complaint
  • Why you should follow up with a customer after you have solved their problem

Benefits of Taking This Course:

  • If you work in customer services, this course will help you deal with difficult customers and, in turn, reduce your stress levels
  • If you work in an office, this course will help you handle difficult visitors
  • If you work in sales, this course will help you defuse tense or awkward moments that may arise during a sales pitch
  • If you work in an occupation whereby you routinely come into contact with the public, such as the emergency services, this course will help you stay calm in challenging situations

Telephone Customer Services Certificate Course

A customer’s experience of telephone-based service goes a long way in shaping their opinion of an organisation. Call centre and office staff are the first and often only point of contact, so their telephone manner must be professional and customer-centred.

This course will give you lots of practical strategies that will help you and your team identify customers’ needs and offer them appropriate solutions.

You will also learn how and why taking a proactive or pre-emptive approach to customer service will yield better outcomes than merely reacting to complaints or difficulties.

You Will Learn:

  • Why telephone-based customer service is so important and the steps you must follow to create a good first impression
  • Eleven practical ways to improve your communication skills, understand your customer’s needs and arrive at a mutually satisfactory solution
  • The advantages and disadvantages of telephone-based customer service

Benefits of Taking This Course:

  • You will learn how to engage with customers and help resolve their problems, thereby improving your company’s image and widening your customer base
  • If you train or supervise workers who deal with customers over the telephone, this course will give you a framework for imparting practical advice for offering great customer service
  • If you are a business owner, this course will help you consider whether telephone-based customer service is the right choice for your business
  • The principles of good communication contained in this course are transferable to other situations, such as face-to-face customer service or sales negotiations
ID: YDFT67YHJ
certificate

of achievement

This certificate is presented to

Your Name

NSA

For completing the

The Complete Customer Service Diploma

on 21st November 2021

Selena Hurford

Selena Hurford

Course Tutor

cpd

Daniel Morgan

Daniel Morgan

Head of Academy

Certificate Example

Anyone who has an interest in learning more about this subject matter is encouraged to take the course. There are no entry requirements to take the course.

The course is broken down into 0 individual modules. Each module takes between 20 and 90 minutes on average to study. Although you are free to spend as much or as little time as you feel necessary on each module, simply log in and out of the course at your convenience.

You can study the course any time you like. Simply log in and out of the web based course as often as you require. The course is compatible with all computers, tablet devices and smart phones so you can even study while on the move!

Once you have completed all 0 modules there is a multiple choice test. The questions will be on a range of topics found within the 0 modules. The test, like the course, is online and can be taken a time and location of your choosing.

The pass mark for the test is 70%.

If you don’t pass the test first time you will get further opportunities to take the test again after extra study. There are no limits to the number of times you can take the test. All test retakes are included within the price of the course.

Once you have completed your test you can log in to your account and download/print your certificate any time you need it. If you would prefer us to post you a certificate to a UK address, there will be an admin charge of £10 (certificates sent internationally may cost more).

You can either use your Visa, MasterCard, American Express, Solo cards or PayPal account to pay for the online course. Our site uses the latest SSL encryption to ensure your safety. All payments are handled securely by PayPal.

You can begin the course immediately after your payment has been received. You will create your login details during the checkout process. We will also send you an email confirming your login details.

We estimate that the course will take about 8 hours to complete in total, plus an additional 30 minutes for the end of course test.

Once you have been awarded your certificate it is valid for life. The certificate does not expire or need renewing.

I really enjoyed this course. Although I already work in customer services, I found it very informative and I picked up a lot of useful information and tips. What I liked about the course was that it was something you could do at your own pace and it was easy to follow. It made me feel more relaxed about my studying and put me at ease when it came to the final test at the end. The modules were just the right length, with plenty of content to get your teeth into but not too much that it became overwhelming, and that made it better to learn and digest what was being said. I would certainly recommend it!

Stephen Rawlinson

Really interesting and a good starting point for increasing my understanding and knowledge. Easy to access at any time, modules were nice and short so good bursts of information and easy to understand. I feel that I have gained knowledge that I can take forward within my current profession and apply my knowledge to get the best possible results for my organisation in all forms of media. Would recommend this course for anyone looking to start off in this career and looking to gain solid background information to take you forward. You have the flexibility to learn in your own time and take it at your own pace which is great when you are already working full time.

Sophie Graham

I took it up in myself to take this course as I am wanting to get on the personal trainer business. I found this course to be really insightful and beneficial.

As well as providing the information needed for health care professionals in the Fitness industry, it also provides the information you might be interested in to take your career further. Such as qualifications you can take afterwards to specialise in a specific area in the Fitness industry.

If you want an informative course that gives you a little extra, this is perfect for you. If you would like the bare minimum, then this course isn’t for you.

Emma Fulford

This is a fantastic course, it is incredible value for money and it will give you all the information you need to be able to pursue the career of Teaching Assistant.

Being able to do it all in your own time makes it a lot less stressful if you're trying to fit it around work and life in general and the addition of worksheets throughout helps you see which areas need improvement before you take the final test.

Michelle Franklin

This course was fun and flexible. I could study it at my own convenience, leaving it and going back to it in between my other commitments. I was then required to answer a few multiple choice questions at the end in order to receive my certificate which is stored in my account so that I can download it at any time. It is a good qualification to add to my CV when looking to work with pets. I really enjoyed it and it will benefit me in my future career plans. I would definitely recommend it to friends and family.

Stacey Baigan

My course was the Pet Sitting and Dog Walking course. It is quite an interesting course! It was perfect to learn, and this what I was looking for.

Easy and clear to understand with many helpful pictures, very helpful extra information, very informative. I really enjoyed studying this course. For me it was fun ? I studied when I have had time, which is great for me in addition to my current job.

I hope I can start soon my new career with my newly learned skills. I am so excited. Fully accredited course which is important for me. I will definitely recommend New Skills Academy!

Tamas Fekete

https://uk.trustpilot.com/review/newskillsacademy.co.uk
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