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Diploma In Customer Service

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Study Mode: Online
Course view: 185421
Enrolled: 62953 students
Duration: Self-Paced Learning
Lectures: 17
Course type: Diploma Course
Certificate of Completion: FREE
Diploma In Customer Service

It’s often said that it’s cheaper to keep existing customers than to find new ones. One bad customer service experience can swear you off a product forever. But one exceptional experience, on the other hand, can turn you into a lifelong and loyal brand advocate.

Great customer support drives an amazing customer experience, especially when your support team moves beyond just reacting to problems and toward anticipating customers’ problems.

Customer service is the support you offer your customers — both before and after they buy and use your products or services — that helps them have an easy and enjoyable experience with you. Offering amazing customer service is important if you want to retain customers and grow your business.

Today’s customer service goes far beyond the traditional telephone support agent. It’s available via email, web, text message, and social media. Many companies also provide self-service support, so customers can find their own answers at any time day or night. Customer support is more than just providing answers; it’s an important part of the promise your brand makes to its customers.

Most successful businesses recognize the importance of providing outstanding customer service. Courteous and empathetic interaction with a trained customer service representative can mean the difference between losing or retaining a customer.

When problems arise, customers should receive timely attention to the issue. Prompt attention to emails and phone calls is critical to maintaining good relations.

Focusing on the customer experience isn’t just the latest trend — it’s also smart business. It turns out that making every touchpoint great doesn’t just make customers love you; it can also increase your profits. Surveys have shown that 86% of consumers would pay more for a better customer experience.

At the end of this course, you should be able to;

  • Identify the different types of customers and how to render excellent service of each types.
  • Understand customer service, discuss the activities in customer service and the Skills for Customer Service.
  • Understand the components of a Customer Service Plan and effectively understand Customer Needs.
  • Know the rules for Good Customer Service.
  • Understand the Communication Process and the effective method of communication.
  • Know how to Listen to Customers.

Course Curriculum

SECTION 1: INTRODUCTION TO CUSTOMER SERVICE

1
What is a customer?
Self-Paced
2
Categories of customers
Self-Paced
3
Identify different types of customers
Self-Paced
4
Quiz
10 questions

SECTION 2: UNDERSTANDING CUSTOMER SERVICES

1
What is customer service?
Self-Paced
2
Activities in customer service
Self-Paced
3
Skills for Customer Service
Self-Paced
4
The nature of customer services
Self-Paced
5
Quiz
5 questions

SECTION 3: EXCELLENT CUSTOMER SERVICE

1
Components of a Customer Service Plan
Self-Paced
2
Understanding Customer Needs
Self-Paced
3
The Ten Commandments of Customer Service
Self-Paced
4
8 Rules for Good Customer Service
Self-Paced
5
Quiz
5 questions

SECTION 4: A GUIDE TO METHODS OF COMMUNICATION

1
The Communication Process
Self-Paced
2
Effective method of communication
Self-Paced
3
How to Listen to Customers
Self-Paced
4
Which method of Communication is right for me
Self-Paced
5
Effective Communication with Customers
Self-Paced
6
Wrapping Up
Self-Paced
7
Quiz
5 questions

 

SECTION 1: INTRODUCTION TO CUSTOMER SERVICE

1
What is a customer?
Self-Paced
2
Categories of customers
Self-Paced
3
Identify different types of customers
Self-Paced
4
Quiz
10 questions

SECTION 2: UNDERSTANDING CUSTOMER SERVICES

1
What is customer service?
Self-Paced
2
Activities in customer service
Self-Paced
3
Skills for Customer Service
Self-Paced
4
The nature of customer services
Self-Paced
5
Quiz
5 questions

SECTION 3: EXCELLENT CUSTOMER SERVICE

1
Components of a Customer Service Plan
Self-Paced
2
Understanding Customer Needs
Self-Paced
3
The Ten Commandments of Customer Service
Self-Paced
4
8 Rules for Good Customer Service
Self-Paced
5
Quiz
5 questions

SECTION 4: A GUIDE TO METHODS OF COMMUNICATION

1
The Communication Process
Self-Paced
2
Effective method of communication
Self-Paced
3
How to Listen to Customers
Self-Paced
4
Which method of Communication is right for me
Self-Paced
5
Effective Communication with Customers
Self-Paced
6
Wrapping Up
Self-Paced
7
Quiz
5 questions

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