Customer Service Intermediate Level - Strategies, Conflict and Decision Making Course
Customer Service Intermediate Level Full Certification Course - Communication Strategies
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.
Once, a customer could only request service either in person or over the phone, and a customer service professional could deliver exemplary service using knowledge that, in today’s fast-paced digital world, would be considered basic at best.
That, unfortunately, will no longer suffice.
As the internet has continued to expand into every crevice of our lives, other means of communication – such as email and SMS – have risen in popularity. With the growing desire for instant service and solutions, companies are increasingly integrating contact centers into their customer relationship management (CRM) strategies, and employees working in customer service are expected to be confident in their ability to make firm decisions, resolve conflict, and communicate clearly in all contexts.
Whether by email, SMS, webchat, or social media, there is an increasing expectation for information and services to be readily available and easy to access across a range of platforms. It is with this in mind that we have created the Customer Service Certification Program, a series of courses that aims to support students like you in your efforts to gain relevant qualifications that can be practically applied in the ever-changing world of customer services.
The program covers a variety of strategies that will help you develop your decision-making and leadership skills, identify and resolve conflict, and overall improve your ability to communicate with customers and team members alike. We have also included a unit on CRM types as it is fast becoming a fundamental aspect of the customer service industry and should be well understood by any customer service professional.
It is safe to say that the days of unfriendly, unmotivated, untrained personnel are gone. As organizations continue to realize that their customer service staff are the face of their business, they are placing a new emphasis on developing and maintaining a high standard of service. Good customer service is much more than simply serving your customers, and nobody is born a customer service professional. Rather, it is a complex, multi-faceted skill that takes time and effort to acquire. You must learn to be a jack-of-all-trades, to solve problems and communicate clearly and cheerfully even when faced with complex issues and uncooperative customers.
PDF eBook to download for additional content and reference material.
Multimedia presentations, quizzes and exercises to gain knowledge about Customer Service. (You can purchase course extensions when you need more time)
Included in the course is the exam preparation, to make sure you pass your certification exam - which is also included in your course at no extra cost. (* Additional exam sittings can be purchased at $45.00 each)
Customer Service Workbook
1 Introduction to Commnication Strategies
2 Making a Start
4 Making It Work
Communication Strategies Exercise 1
Communication Strategies Exercise 2
1 Assertiveness - What is it?
2 Decision Making Skills
3 Ethical Decisions
4 Group Decision Making
Decision Making & Assertiveness Quiz
1 What is Conflict?
2 Types of Conflict
3 Resolving Conflict
5 Impact of Conflict
Conflict Resolution Exercise 1
Conflict Resolution Exercise 2
Conflict Resolution Exercise 3
1 CRM What is It?
2 CRM Types
Communication Strategies Answer Guide
Conflict Resolution Answer Guide
Dealing with difficult customers
Customer Service Intermediate Exam
How much time do you need
90 Days Access
180 Days Access $90.00
What you will learn
Get an extra exam voucher