Overview of Customer Service

Master essential customer service skills to boost satisfaction, communication, and complaint handling in any business setting.

Overview:
This course offers a clear introduction to the essentials of customer service, exploring why excellent service matters and how it shapes customer experiences. From understanding the basics to mastering communication techniques, you will gain insights into the subtle art of making customers feel valued and heard.

Covering vital topics such as body language, phone tone, email etiquette, and complaint resolution, the course provides a broad toolkit for managing customer relationships effectively. Whether you're new to the field or looking to sharpen your skills, these modules focus on enhancing your ability to build strong connections and deliver service that keeps customers returning.

Learning Outcomes:

• Understand key principles behind effective customer service delivery.
• Recognise the impact of body language and first impressions.
• Apply communication strategies suited for diverse customer needs.
• Handle complaints confidently, turning issues into positive outcomes.
• Navigate phone and email etiquette with professional ease.
• Use CRM tools to maintain and enhance customer relationships.

Course Curriculum:

• Module 1 – Basics of Customer Service
• Module 2 – Why Customer Service Matters
• Module 3 – What’s Different about Good Service
• Module 4 – First Steps and Body Language
• Module 5 – Effective Communication Strategies
• Module 6 – Phone Tone and Etiquette
• Module 7 – Relationship Building
• Module 8 – Turning Complaints into Opportunities
• Module 9 – E-Mail Etiquette
• Module 10 – Customer Relationship Management (CRM)
• Module 11 – Empowering Great Customer Service
• Module 12 – Evaluating and Measuring Customer Service

Who is this Course For:

• Individuals seeking foundational knowledge in customer service skills.
• Customer-facing staff aiming to improve communication and etiquette.
• Team leaders wanting to foster better client relations.
• Those responsible for handling complaints professionally and calmly.
• Employees tasked with managing phone and email interactions.
• Anyone interested in understanding customer relationship management tools.
• Professionals looking to evaluate and enhance service quality.
• Newcomers preparing for roles in customer service environments.

Career Path:

• Customer Service Advisor – £20,000 to £25,000 per year
• Client Relations Coordinator – £23,000 to £28,000 per year
• Call Centre Agent – £18,000 to £22,000 per year
• Customer Experience Officer – £24,000 to £30,000 per year
• Service Quality Analyst – £26,000 to £32,000 per year
• CRM Administrator – £25,000 to £31,000 per year