Customer Service and Contact Centre Training Diploma - John Academy

7/11/2018

Customer Service and Contact Centre Training Diploma - John Academy

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Customer Service and Contact Centre Training Diploma ( 8 REVIEWS ) 

525 STUDENTS

Description: This course is directed at anyone employed in the service industry or those looking to begin a career in …

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Customer Service and Contact Centre Training Diploma - John Academy

£269.00 £14.00

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1 YEAR LEVEL 3 - DIPLOMA COURSE BADGE COURSE CERTIFICATE

68

NUMBER OF UNITS

0

NUMBER OF QUIZZES

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20 HOURS, 26 MINUTES

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CURRICULUM

REVIEWS

Description: This course is directed at anyone employed in the service industry or those looking to begin a career in this eld. It covers the key principles of customer service, such as e ective communication techniques, how professionally trained call centre agents can improve your business, as well as dealing with dissatis ed customers.

Customer service is the heart of any business. In our highly competitive business world, e ective management of customer queries play a large role in how your business is perceived by the public, and it can determine the success or failure of your product or service. Because of this, trained customer service and contact centre agents are highly sought after in all industries.

Entry Requirement This course is available to all learners, of all academic backgrounds.

Learners should be aged 16 or over to undertake the quali cation.

Good understanding of English language, numeracy andwould ICT you are like required Hello, to talk to attend this about our products? course. https://www.johnacademy.co.uk/course/customer-service-and-contact-centre-training-diploma/

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Customer Service and Contact Centre Training Diploma - John Academy

Assessment: At the end of the course, you will be required to sit an online multiple-choice test. Your test will be assessed automatically and immediately so that you will instantly know whether you have been successful.

Before sitting for your nal exam you will have the opportunity to test your pro ciency with a mock exam.

Certi cation: After completing and passing the course successfully, you will be able to obtain an Accredited Certi cate of Achievement. Certi cates can be obtained either in hard copy at a cost of £39 or in PDF format at a cost of £24.

Why choose us?

A ordable, engaging & high-quality e-learning study materials; Tutorial videos/materials from the industry leading experts; Study in a user-friendly, advanced online learning platform; E cient exam systems for the assessment and instant result; The UK & internationally recognized accredited quali cation; Access to course content on mobile, tablet or desktop from anywhere anytime; The bene t of applying for NUS Extra Discount Card; 24/7 student support via email.

Career Path After completing this course you will be able to build up accurate knowledge and skills with proper con dence to enrich yourself and brighten up your career in the relevant job market.

COURSE CURRICULUM

Module 01

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Understanding Customer Service

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00:17:00

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Identifying Customer Expectations

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00:06:00

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Providing Excellent Customer Service

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00:07:00

Module 02

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Customer Service and Contact Centre Training Diploma - John Academy



Focusing on the Customer

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00:08:00

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Customer Service and the Telephone

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00:08:00

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Handling Complaints

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00:12:00

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Enduring Stress

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00:13:00

Module 03

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Communication Skills

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01:00:00

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Dealing With Challenges Assertively

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00:15:00

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Dealing With Di

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00:30:00

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Dealing With Stress

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00:30:00

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Meeting Expectations

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00:15:00

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Setting Goals

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00:30:00

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Seven Steps to Customer Problem Solving

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00:30:00

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Telephone Techniques

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01:00:00

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The Fifth Critical Element – Measure It

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00:15:00

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The Fourth Critical Element – Be a Problem Solver

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01:00:00

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The Second Critical Element – De ned in Your Organization

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00:15:00

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The Sixth Critical Element – Reinforce It

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00:30:00

Hello, would you like to talk The Third Critical Element – Given Life by the Employees about our products?

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00:15:00



cult People

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Customer Service and Contact Centre Training Diploma - John Academy



What is Customer Service?

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00:15:00

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Who Are Your Customers?

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00:15:00

Module 04

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Six Critical Elements

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00:30:00

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Understanding Leadership

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00:30:00

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Five Practices of Leadership

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00:45:00

Module 05

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Asking the Right Questions

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00:15:00

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Close with Vocals

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00:15:00

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Closing Down the Voice

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00:10:00

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Cold and Warm Calls

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00:15:00

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Developing a Script

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00:15:00

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Did You Hear Me?

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00:15:00

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It’s More Than Just a Phase

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00:15:00

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Negotiation Techniques

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00:15:00

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News from Within

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00:15:00

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Perfecting the Script

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00:15:00

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Phone Tag and Getting the Call Back

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00:15:00

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Customer Service and Contact Centre Training Diploma - John Academy



Sales by Phone

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00:10:00

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Saying No

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00:05:00

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Staying Out of Voice Mail Jail

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00:05:00

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Stress Busting

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00:05:00

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Taking Messages

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00:05:00

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This is My Mentor

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00:05:00

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To Serve and Delight

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00:05:00

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Verbal Communication Techniques

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00:15:00

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What’s Missing in Telephone Communication?

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00:15:00

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Who Are Your Customers?

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00:15:00

Module 06



Building the Future

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00:15:00

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Checklist for Success

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00:15:00

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Considerations in Tool Selection

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00:15:00

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Customer Relationship Management

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00:10:00

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Evaluating and Reviewing Your Program

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00:15:00

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Homegrown vs. Application Service Provider

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00:15:00

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Requirement Driven Product Selection

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00:15:00

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Customer Service and Contact Centre Training Diploma - John Academy



Strategies for Customer Retention

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00:15:00

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The Development Team

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00:15:00

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What CRM Is and Who It Serves

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00:15:00

Module 07



Getting Started

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00:05:00

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It Starts at the Top

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00:20:00

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Peer Training

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00:20:00

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How to Build Rapport

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00:30:00

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Learn to Listen

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00:25:00

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Manners Matter – Etiquette & Customer Service (I)

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00:25:00

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Manners Matter – Etiquette & Customer Service (II)

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00:20:00

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Handling Di

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00:25:00

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Getting the Necessary Information

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00:15:00

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Performance Evaluations

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00:20:00

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Training Doesn’t Stop

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00:15:00

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Wrapping Up

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00:05:00

cult Customers

Mock Exam Final Exam

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COURSE REVIEWS

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Certi cate in Handling a Di

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525 STUDENTS ENROLLED

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CERTIFICATION

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ABOUT We are a company who is best known for o ering awarding body accredited courses for anyone who wishes to take their professional life to the next level.  11 Floor, 15 St Botolph Street, London EC3A 7BB  020 3744 3990  info@johnacademy.co.uk CERTIFICATE CODE Enter Certi cate Code

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