- Computers and Software
- Health and Safety
- Sales and Marketing
- Financial Management
- Leadership and Management
- Harvard ManageMentor
- Customer Service
- Food Hygiene
- e-Commerce
- Starting your Business
- Business Growing/Developing
- The Apprentice
- Communication Skills
- Employment Law
- Protecting Your Business
- Managing Information
- Change Management
Customer Service
Covering all aspects of customer service, from identifying customer needs and
expectations to building relationships and addressing customer concerns, this selection of eCourses will help you improve the customer focus of your business, leading to increased sales and customer loyalty.
*Source: Successful Direct Marketing Methods, 7th Edition, Bob Stone and Ron Jacobs
Customer Service eCourses
- Steps to Success – Professional Customer Service
- Demanding Customers – Customer Care Made PERFECT
- Telephone Behaviour – The Rules of Effective Communication
- On the Receiving End – Making Call Centres More Effective
- If Looks Could Kill – The Power of Behaviour
- Who Sold You This, Then? Effective After-Sales Service
- Complaints and Quality Management – Quality through Customer Service
- No Complaints? Complaints and the Customer
- An Inside Job – Meeting Internal Customer Needs
- Understanding Customers
Steps to Success – Professional Customer Service
High quality customer service can make a business stand out from the crowd. This module provides comprehensive training in all aspects of customer service, from building relationships to addressing customer concerns and solving problems. It helps you refresh and develop your customer service skills to ensure the needs of your customers are being met.
Demanding Customers – Customer Care Made PERFECT
Businesses that thrive in today’s competitive environment have the skills in place to turn negative customer reactions into positive customer experiences. This module will help employees deliver an outstanding customer service to even the most difficult customer.
Telephone Behaviour – The Rules of Effective Communication
This module will improve the way your business is represented on the telephone. From the importance of starting the call with a ‘verbal handshake’ to repeating key phrases to show callers they’re understood, the module is packed with practical rules to help staff conduct a more professional telephone call from start to finish.
On the Receiving End – Making Call Centres More Effective
This module is a straightforward introduction to the skills needed to be an effective call centre operative. By learning how to ‘read’ the customer, how to manage emotions and how to map the call by explaining the options and agreeing a solution, call centre staff will be able to remain calm, detached and 100% professional when dealing with difficult customers and testing situations.
If Looks Could Kill – The Power of Behaviour
This module introduces proven techniques to help business professionals control their own tempers and shows how their behaviour can actually be used to improve customers’ attitudes and create new sales opportunities.
Who Sold You This, Then? Effective After-Sales Service
This module is a helpful introduction to the techniques that strengthen the relationship between an organisation and its customers. It details the four cornerstones of successful aftersales service – defend the sales person, defend the product, defend the organisation and defend the customer – and allows service staff to develop an action plan to improve the way they relate to customers.
Complaints and Quality Management – Quality through Customer Service
This module introduces new techniques to change the way businesses approach complaints. Staff will develop skills to help them use complaints to find solutions to problems rather than apportioning blame and understand how taking a positive approach to complaints can lead to business success and satisfied customers.
No Complaints? Complaints and the Customer
This module is a great introduction to handling even the most difficult of complaints effectively. The techniques explored will help staff defuse anger, establish the facts, agree an appropriate module of action and supervise the solution so that they can meet – and even exceed – the demands of dissatisfied customers.
An Inside Job – Meeting Internal Customer Needs
Most businesses recognise that exceptional service is vital to winning and retaining customers – but very few treat internal customers with the same level of respect and support. This module is an introduction to the concept of the internal customer. By following the techniques outlined in the module, staff will soon enjoy tangible benefits: closer, more efficient working relationships and a sense of trust and shared purpose.
Identifying customers’ needs and expectations will enable your team to deliver a quality service, creating a positive image of the business and increasing customer loyalty. The valuable information provided in this module will help you enhance existing skills and help to develop a customer-focused attitude, which will help your business create better relationships with its customers.
