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Level 5 Diploma in Customer Service

£10.00

Course Level Level 5
Awarding Body      Training Qualifications UK (TQUK)
Study Method Online – Self-Paced
Course Type Endorsed
Certificate Available to purchase separately
Category:

Customer Service Skills Diploma is provider learner with key information about application and skills that are demanded in business industries. Customer Service Skills Diploma provide lessons, modules, and quizzes to get access and knowledge on the end provided with Professional Certificate that helps in Career building in professional life. Customer Service Skills Diploma make learner able to communicate Strategies, Customer Services, Customer Support, and Call centre training latest version use and meeting management skills to succeed in their professional life.

Level 4 Diploma in Customer Service is 100 credits endorsed course. To achieve a Level 5 Diploma in Customer Service learner must have to achieve a minimum 10 modules.

Module 1: Customer Service

  • State what customer service means in relation to all your customers, both internal and external
  • Recognize how your attitude affects customer service
  • Identify your customers’ needs
  • Use outstanding customer service to generate return business
  • Build goodwill through in-person customer service
  • Provide outstanding customer service over the phone
  • Connect with customers through online tools
  • Deal with difficult customers

Module 2: Customer Support

  • Define customer support
  • Know the different venues for customer support
  • Recognize challenges of customer support
  • Learn different applications
  • Know proper forms of documentation
  • Learning to be proactive in customer support

Module 3: Communication Strategies

  • Understand what communication is
  • Identify ways that communication can happen
  • Identify barriers to communication and how to overcome them
  • Develop their non-verbal and par verbal Customer Service Skills
  • Use the STAR method to speak on the spot
  • Listen actively and effectively
  • Ask good questions
  • Use appreciative inquiry as a communication tool
  • Adeptly converse and network with others

Module 4: Call Center Training

  • Define and understand call center strategies.
  • Identify different types of buying motivations.
  • Create SMART Goals.
  • Familiarise myself with strategies that sharpen effective communication.
  • Use proper phone etiquette.
  • Set benchmarks.

Module 5: Coaching Sales People

  • Understand the definition of coaching
  • Identify and monitor key information
  • Communicate effectively
  • Use coaching techniques
  • Avoid common mistakes

Module 6: Contact Center Training

  • How to get management involved in training.
  • Why peer training works.
  • That manners are important with a contact center.
  • How to build rapport with the callers.
  • How to deal with difficult customers.

Module 7: Handling Difficult Customers

  • Cultivate a positive attitude
  • Manage internal and external stress
  • Develop abilities to listen actively and empathize
  • Build a rapport with customers in person and over the phone
  • Understand the diverse challenges posed by customers
  • Develop strategies to adapt to challenging circumstances

Module 8: Meeting Management

  • Planning and Preparing
  • Identifying the Participants
  • How to choose the time and place
  • How to create the agenda
  • How to set up the meeting space
  • How to incorporate your electronic options
  • Meeting Roles and Responsibilities
  • Use an agenda
  • Chairing a Meeting
  • How to deal with disruptions
  • How to professionally deal with personality conflicts
  • How to take minutes
  • How to make the most of your meeting using games, activities and prizes

Module 9: Negotiation Skills

  • Understand the basic types of negotiations, the phases of negotiations, and the skills needed for successful negotiating
  • Understand and apply basic negotiating concepts: WATNA, BATNA, WAP, and ZOPA
  • Lay the groundwork for negotiation
  • Identify what information to share and what to keep to yourself
  • Understand basic bargaining techniques
  • Apply strategies for identifying mutual gain
  • Understand how to reach consensus and set the terms of the agreement
  • Deal with personal attacks and other difficult issues
  • Use the negotiating process to solve everyday problems
  • Negotiate on behalf of someone else

Module 10: Sales Team Motivation

  • Discuss how to create a motivational environment
  • Understand the importance of communication and training in motivating sales teams
  • Determine steps your organization can take to motivate sales team members
  • Understand the benefits of tailoring motivation to individual employees
  • Apply the principles of fostering a motivational environment to your own organization

This Course provides the knowledge that will enable you to:

  • State what customer service means in relation to all your customers, both internal and external
  • Recognize how your attitude affects customer service
  • Identify your customers’ needs
  • Use outstanding customer service to generate return business
  • Build good will through in-person customer service
  • Provide outstanding customer service over the phone
  • Connect with customers through online tools
  • Deal with difficult customers

Upon successfully passing the Course  Learner needs to pay for Certificate of Completion from ILC (either in PDF format or Hardcopy) or Endorsed Diploma from TQUK (Hardcopy)

ILC Certificate of Completion (PDF format) = £40

ILC Certificate of Completion (Hardcopy) = £60 + postage charges £15 =£75

TQUK Endorsed Diploma (Hardcopy) = £99 + postage charges £15 = £114

+
Overview

Customer Service Skills Diploma is provider learner with key information about application and skills that are demanded in business industries. Customer Service Skills Diploma provide lessons, modules, and quizzes to get access and knowledge on the end provided with Professional Certificate that helps in Career building in professional life. Customer Service Skills Diploma make learner able to communicate Strategies, Customer Services, Customer Support, and Call centre training latest version use and meeting management skills to succeed in their professional life.

+
Outline

Level 4 Diploma in Customer Service is 100 credits endorsed course. To achieve a Level 5 Diploma in Customer Service learner must have to achieve a minimum 10 modules.

Module 1: Customer Service

  • State what customer service means in relation to all your customers, both internal and external
  • Recognize how your attitude affects customer service
  • Identify your customers’ needs
  • Use outstanding customer service to generate return business
  • Build goodwill through in-person customer service
  • Provide outstanding customer service over the phone
  • Connect with customers through online tools
  • Deal with difficult customers

Module 2: Customer Support

  • Define customer support
  • Know the different venues for customer support
  • Recognize challenges of customer support
  • Learn different applications
  • Know proper forms of documentation
  • Learning to be proactive in customer support

Module 3: Communication Strategies

  • Understand what communication is
  • Identify ways that communication can happen
  • Identify barriers to communication and how to overcome them
  • Develop their non-verbal and par verbal Customer Service Skills
  • Use the STAR method to speak on the spot
  • Listen actively and effectively
  • Ask good questions
  • Use appreciative inquiry as a communication tool
  • Adeptly converse and network with others

Module 4: Call Center Training

  • Define and understand call center strategies.
  • Identify different types of buying motivations.
  • Create SMART Goals.
  • Familiarise myself with strategies that sharpen effective communication.
  • Use proper phone etiquette.
  • Set benchmarks.

Module 5: Coaching Sales People

  • Understand the definition of coaching
  • Identify and monitor key information
  • Communicate effectively
  • Use coaching techniques
  • Avoid common mistakes

Module 6: Contact Center Training

  • How to get management involved in training.
  • Why peer training works.
  • That manners are important with a contact center.
  • How to build rapport with the callers.
  • How to deal with difficult customers.

Module 7: Handling Difficult Customers

  • Cultivate a positive attitude
  • Manage internal and external stress
  • Develop abilities to listen actively and empathize
  • Build a rapport with customers in person and over the phone
  • Understand the diverse challenges posed by customers
  • Develop strategies to adapt to challenging circumstances

Module 8: Meeting Management

  • Planning and Preparing
  • Identifying the Participants
  • How to choose the time and place
  • How to create the agenda
  • How to set up the meeting space
  • How to incorporate your electronic options
  • Meeting Roles and Responsibilities
  • Use an agenda
  • Chairing a Meeting
  • How to deal with disruptions
  • How to professionally deal with personality conflicts
  • How to take minutes
  • How to make the most of your meeting using games, activities and prizes

Module 9: Negotiation Skills

  • Understand the basic types of negotiations, the phases of negotiations, and the skills needed for successful negotiating
  • Understand and apply basic negotiating concepts: WATNA, BATNA, WAP, and ZOPA
  • Lay the groundwork for negotiation
  • Identify what information to share and what to keep to yourself
  • Understand basic bargaining techniques
  • Apply strategies for identifying mutual gain
  • Understand how to reach consensus and set the terms of the agreement
  • Deal with personal attacks and other difficult issues
  • Use the negotiating process to solve everyday problems
  • Negotiate on behalf of someone else

Module 10: Sales Team Motivation

  • Discuss how to create a motivational environment
  • Understand the importance of communication and training in motivating sales teams
  • Determine steps your organization can take to motivate sales team members
  • Understand the benefits of tailoring motivation to individual employees
  • Apply the principles of fostering a motivational environment to your own organization
+
Learning Outcomes

This Course provides the knowledge that will enable you to:

  • State what customer service means in relation to all your customers, both internal and external
  • Recognize how your attitude affects customer service
  • Identify your customers’ needs
  • Use outstanding customer service to generate return business
  • Build good will through in-person customer service
  • Provide outstanding customer service over the phone
  • Connect with customers through online tools
  • Deal with difficult customers
+
Accreditation

Upon successfully passing the Course  Learner needs to pay for Certificate of Completion from ILC (either in PDF format or Hardcopy) or Endorsed Diploma from TQUK (Hardcopy)

ILC Certificate of Completion (PDF format) = £40

ILC Certificate of Completion (Hardcopy) = £60 + postage charges £15 =£75

TQUK Endorsed Diploma (Hardcopy) = £99 + postage charges £15 = £114

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