Best Practice Guide For Customer Service Professionals

The most successful organisation in the UK acknowledges the key advantages that quality customer service brings to a business. However, you will probably agree that we have a long way to go as a nation before we are recognised as a leading customer service provider. With this in mind EduCare’s distance learning programme – the Best Practice Guide for Customer Service Professionals, written by the top UK customer service organisation, Customer 1st International, and endorsed by Dave Parsons, CEO of the Institute of Customer Service, will arm you with all of the best practice skills you will need to become leading customer service organisation.
The programme is delivered in nine straightforward online learning modules; each one has questionnaires and activities to test your understanding. You will also find a learning log enabling you to reflect on your previous modules. On successful completion you will be awarded a personalised certificate. The programme also provides you with all of the knowledge requirements for the UK’s Nationals Occupational Standards (NOS) for Customer Service.

 

 

 

 

 

 

 

Module One – Basic concepts of customer service

Learn about basic customer service principles; the benefits and importance of excellent customer service; how an organisation’s reputation can depend on its customer service standards; different levels of customer service; how your service offers can be enhanced by added service value and the ways you can measure your customer service standards.

Module Two – Developing relationships with your customers

Examine how to recognise and distinguish internal and external customers; the importance; the importance and benefits of customer loyalty and the components of an effective customer service process.

Module Three – Customer service in different organisations

Consider why customer service is important to all different kinds of organisations; the different types of customer service appropriate to sector specific organisations.

Module Four – Features and benefits

Look at key products and services that can affect the delivery of customer service; how you can identify a customer’s buying motive and react accordingly; how an organisation can set product and service standards; equality and diversity issues; how you can promote additional services or products to your customers and how to identity the unique selling points (USPs) of your products and services.

Module Five – Effective communication

Understand the importance of effective communication in the delivery of customer service; how to choose the most effective communication method to suit a specific situation; how to effectively use verbal and non verbal communication skills and the benefits, features and methods of using information and communication technology (ICT).

Module Six – Service excellence through teamwork

Identify effective customer service methods working as a team and how you can work in partnership with other organisations.

Module Seven – Delivery systems

Look at the importance of systems and procedures to provide consistent customer service quality; how you can identify the most effective solution for your customer’s needs; how you and your organisation can benefit from customer feedback; how to resolve customer problems and how to deal effectively with difficult customers and customer situations.

Module Eight – Laws and codes of practice

Understand the key legislation, regulation and sector codes of practice affecting customer service and the main regulatory and legal restrictions applying to customer service conduct.

Module Nine – The you factor

Learn how to use your emotional intelligence effectively to excel in customer service; submissive, assertive and aggressive behaviour can have effects on others; your personal attitude, health and emotional state can effect your customer service quality and to create and action a customer services personal development plan.

£55.00 + VAT

Additional Information
Customer 1st International – www.customer1st.co.uk/e-learning-programmes.php

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