Customer Service Essentials (Lightning Skills Bundle) Certificate

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

Complaints Handling Course

It is a popular idea that bad news spreads faster than good news.

When a customer encounters a bad service, such a person is most likely to tell ten other people about their bad experiences. Hence, the need for proper complaints handling as a recovery process.

Proper complaints handling allows for a second chance to put things right for your customers. In most cases, the customer is key, and losing one could result in you losing many more. You are expected to carefully listen to the customer, admit your faults, accept responsibility, apologise to them and try to resolve their issues. However, whatever is done to resolve such issues should be acceptable within your company guidelines and policies.

It is imperative to see complaints as opportunities, in order to make customers feel better about your products and services and also generate repeat business.

Another thing to note is that, when complaints are not handled properly, it could make or break your business. In order to avoid this, this course will guide you towards better complaints handling procedures.

You Will Learn About:

• Why complaint handling is good for business
• The effects of complaint handling on customer satisfaction
• How to effectively handle customer complaints
• The importance of proper complaints handling

Benefits of Taking This Course Include:

• Learning about more effective ways in which to handle complaints
• Understanding that failure to properly handle customer complaints may cause customers to boycott your company
• Understanding the lengths that you can go to in order to please your customers

Confidence On Camera Certificate Course

If the thought of appearing on film fills you with dread, you aren’t alone.

Many people dislike being in front of the camera, even when they are speaking about a familiar topic. This course will teach you how to feel at ease in front of the camera and create an engaging film. 

You Will Learn:

• How to appear authentic on camera
• Why good preparation is essential
• How to look your best on camera
• How to get your nervous tics under control
• What to do if you make a mistake during filming

Benefits of Taking This Course:

• If you have been asked to appear in a promotional video, this course will help you feel less self-conscious about the process.
• If you have been asked to give a talk or speech that will be recorded, this course will help you prepare for the event.
• If you want to set up your own social media channel, this course will help you create better content.
• If you want to use videos as part of your marketing strategy, this course will help you prepare your employees in advance of filming.

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

Establishing Credibility as a Speaker Certificate Course

Credibility is defined as the characteristic of being trustworthy. As a speaker, you need to establish credibility and gain the trust of your audience, if you want them to listen to you. Establishing credibility may seem daunting, and there are a lot of factors that contribute to how your audience perceives you and your message. Although gaining the trust of everyone in the audience may be difficult, there are some general guidelines that can help public speakers establish credibility in a variety of situations. This course will be discussing top ideas on how to build your credibility as a speaker - before, during and after your presentation.

You will Learn:

• How to introduce yourself as a speaker
• Techniques on preparing and researching for a presentation
• Various ways of reinforcing your content and message
• How to use social media as a professional

Benefits of Taking this Course:

• You’ll understand how to make a good first impression on your audience
• You’ll learn how to better engage with your audience
• By gaining their trust, you’ll be able to get your audience on board with your ideas from the outset

Helpdesk Support Analyst Certificate Course

Learning about the Helpdesk Support Analyst position is vital for everyone who wants to expand their knowledge on every aspect of this vital job - whether you are an aspiring analyst looking to land your dream job, or a current analyst looking to sharpen your skill set.

This course provides a comprehensive guide to the qualifications and skills needed, as well as a thorough insight into the daily tasks of a helpdesk support analyst. From expert tips on getting into the industry and elements to emphasise in interviews, to a full description of the personal traits and technical expertise needed on a day-to-day basis, this course covers everything you need to know about becoming a successful helpdesk support analyst!

You Will Learn

• The qualifications and experience needed for the job
• A comprehensive guide to the daily tasks and challenges faced
• The technical skills required to perform the job effectively
• The vital personal traits required to both excel in the position and emphasise in interviews to land the job

Benefits of Taking This Course

• You will land the helpdesk support analyst job of your dreams
• You will improve your resume and sharpen your interview skills
• You will increase your chances of the promotion you’ve been looking for
• You will increase your client base by offering an efficient and professional service

Improve Your Assertiveness Certificate Course

There are four primary communication styles used in most conversations. Out of these four, only one is ideal: assertiveness. Developing your assertiveness is the key to having your wants and needs met, without putting the obligation on others to figure them out or being rude or overly aggressive about them. As a result, people who have these skills tend to be happier and deal with less anxiety throughout their daily lives. While learning how to improve your assertiveness is not easy, it can be done.

This course goes into detail about the strategies and techniques you can employ to improve your assertive communication skills. We begin by introducing you to the various communication styles, providing you with information on why assertiveness comes with the most benefits. Next, we review a few simple steps that you can take in order to introduce assertiveness into your daily conversations.

Practising these skills can be daunting, which is why we break it down into a series of simple tasks that you can employ easily and confidently. Finally, we review a series of assertive communication techniques.

You Will Learn:

• The difference between the passive, aggressive, assertive and passive-aggressive styles of communication
• The reasons why being assertive is important, both at work and in your personal life
• How to prioritise your own wants and needs in a conversation
• The importance of turning people and projects down when you do not have the necessary time
• Strategies you can use to become more assertive with ease

Benefits of Taking This Course:

• Experiencing less stress and anxiety having your wants and needs met
• Learning how to slowly introduce assertiveness into your communication style
• Understanding how being assertive differs from other communication styles
• Learning how to use ‘I’ statements in a way that benefits all parties involved in a conversation
• Understanding what to do if you are uncertain about how to respond immediately

The Secrets of Body Language Course

Don’t you think it would be nice to simply look at someone and know exactly what they are thinking? You can, once you learn about the secrets of body language - and this course will teach you all you need to know.

We have created this course to make it easy for you to look at other people and know what they are portraying, simply by noticing their body language.

Once you learn these secrets, you can definitely apply all of this to your daily life and have the ability to perfectly navigate any social situation from meetings at work to a night out at the pub.

This course explains all you need to know about body language and how to read and understand it. We begin by explaining what body language is and then explaining how each part of the body actually communicates with others based on the thoughts and feelings of the other person.

We cover the body language of the eyes, parts of the face, the mouth, jaw, arms and even the person’s posture.

What this course also teaches you, of course, while in the process of learning about the body language of others, you can also teach yourself to portray things like confidence, leadership and power.

You Will Learn:

• How to look into someone’s eyes and know if they are lying or being truthful
• What it means if someone stares at you for too long
• What emotions people are experiencing if they raise their eyebrows
• What the jaw does if someone feels uncomfortable or stressed
• What crossed arms or legs portray to others

Benefits of Taking This Course:

• You will become a better communicator at work, in your personal life and in social situations
• Learn what different actions of the body mean
• Learn what you can do to portray confidence and power
• Understand the basis of human communication

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 4 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.