Boost your career with this complete Customer Service Contact Centers and CRM eLearning course

There have been so many changes in customer expectations and with service delivery, which is why we have created a comprehensive program.

Customer Service professionals need to know a whole lot more about the various ways of delivering services to the customers. It is no longer sufficient just to know the basics.

There have been so many changes in customer expectations and with service delivery, which is why we have created a completely new series.
The Customer Service Certification Scheme has been created to support students in their aim to gain relevant qualifications that practically apply to the ever-changing world of customer services.

Course Description

Practical, concise help for dealing with customers: The course and its accompanying workbook pave the way for the Best Customer Experience by Redefining and Improving Customer Experience: An Innovative Strategy by the Industry Leader in Effective Customer Service Training.

We deal with excellent and not-so-good customer service every day. Customer Service is always on the agenda. However, these two words involve so much more than simply serving customers. It is solving problems, reassuring the uncertain, calming the infuriated, finding the lost and fixing the broken. The customer service professional is required to be a jack-of-all trades to satisfy the expectations of the customer and promises of the company.

Organizations know that their customer service staff are the frontline of their business. Sales positions are no longer filled with the unmotivated, the unfriendly, the unhelpful and the untrained personnel from yesteryear. They are the point of make-or-break sales and there is now a greater emphasis and importance on maintaining and improving high quality customer service and staff.

Course curriculum

    1. Customer Service Intermediate Workbook

    2. 1 Introduction

    3. 2 Contact Centres

    4. 3 Communications

    5. 4 Communication Methods - Body Language

    6. 6 Communication Methods - Email

    7. 5 Communication Methods - Active Listening

    8. 7 Communication Methods - Telephone

    9. 8 Communication Methods - SMS

    10. 9 Dealing with Customers - Asking Questions

    11. 10 Dealing with Customers - Tolerance

    12. 11 Problems to Avoid - Phone Tag

    13. 12 Problems to Avoid - Abusive Callers

    14. 13 Problems to Avoid - Difficult Customers

    1. 1 Welcome to Customer Relationship Management

    2. 2 CRM What is It?

    3. 3 CRM Types

    4. 4 Strategy

    1. Exercise 1

    2. Exercise 2

    3. Execise 3

    4. Answer Guide

    1. Final Exam

About this course

  • $49.95
  • 23 lessons
  • 1 hour of video content

Pricing options

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Why Register?

The concepts covered in each of the categories are as follows:

  • Introduction to Contact Centers and CRM
  • Communication
  • Communication Methods
  • Dealing with Customers
  • Problems to Avoid
  • CRM Types
  • CRM Strategies
  • Quiz Questions

- Final Exam