Customer Service Mastery - Online Training Package - CPDUK Accredited

The Mandatory Training Group
Delivery Method: eLearning

Customer Service Mastery - Online Training Package - CPDUK Accredited.

Customer Service Mastery - Online Training Course - The Mandatory Training Group UK -

Welcome to The Mandatory Training Group's online Customer Service Mastery training package. All our online training courses, programmes and qualifications are accredited by the CPD Certification Service (CPDUK).

No matter what your business makes or sells, providing a pleasant customer service experience is essential for keeping clients around. That means that your customer service representatives need to be correctly trained to make your business stand out in the competitive world and handle even the most difficult situations.

This online Customer Service Mastery training package will help you acquire knowledge that will help improve your communication, emotional intelligence, and problem-solving skills. This online package will get you thinking about customer service, why it is so important, and how you can provide better and more consistent service across your company.

Course content

This online Customer Service Mastery training package includes the following modules:

  • Using the Right Language training module
    • Unit 1: What is right and wrong language
    • Unit 2: What are the benefits of using the right language
    • Unit 3: How to use the right language
  • Nurturing Customer Relationships training module
    • Unit 1: Why good customer relationships are important
    • Unit 2: What makes a good customer relationship
    • Unit 3: How to develop and nurture excellent customer relationships
  • Practising Positivity training module
    • Unit 1: How being positive affects your attitude
    • Unit 2: How to think positively
    • Unit 3: How to interact positively with every customer
    • Unit 4: How to demonstrate positive problem-solving
  • Achieving Clarity training module
    • Unit 1: How to listen to customers
    • Unit 2: How to organise information so that it is easily understood
    • Unit 3: How to use clear language in conversations
  • Maintaining Composure training module
    • Unit 1: What are some ways to detach yourself but remain empathetic
    • Unit 2: How to use techniques to diffuse difficult situations calmly
    • Unit 3: How to develop ways to control your stress levels
  • Maintaining CS Across Channels training module
    • Unit 1: People’s expectations of a good customer experience
    • Unit 2: The differences between Customer Service and Customer Experience
    • Unit 3: What multiple channels are, and how service should flow between them
    • Unit 4: How to maintain context across channels
    • Unit 5: Finding the balance between online and human interaction
  • The Importance of Brand training module
    • Unit 1: The meaning of a ‘brand’
    • Unit 2: How branding affects the consumer
    • Unit 3: Why it is important to breathe your brand
    • Unit 4: How lack of brand knowledge creates a bad customer experience
    • Unit 5: How to train teams on your brand
  • Customer Relationships training module
    • Unit 1: Reading a situation
    • Unit 2: Reading your customer’s body language
    • Unit 3: Beginning a conversation confidently
    • Unit 4: Understanding communication etiquette – what can and cannot be said
    • Unit 5: Ending a conversation
    • Unit 6: Dealing with difficult situations
    • Unit 7: Following up with a customer
  • Customer Loyalty training module
    • Unit 1: The importance of customer retention (for new and existing customers)
    • Unit 2: How to create and maintain loyalty
    • Unit 3: The effectiveness of word of mouth
    • Unit 4: How to build brand ambassadors
  • Effective Problem Solving training module
    • Unit 1: Understanding the customer’s point of view
    • Unit 2: How to communicate effectively
    • Unit 3: Finding the balance between company policy and satisfying the customer
    • Unit 4: How to manage the customer’s expectations
    • Unit 5: How to find solutions and follow-up on inquiries
  • Handling Complaints Gracefully training module
    • Unit 1: What a complaint is and why you should listen
    • Unit 2: How to react to a complaint appropriately
    • Unit 3: How to assume positive intent
    • Unit 4: The difference between an apology and sincerity
    • Unit 5: How to resolve problems effectively
    • Unit 6: The value of compensation
    • Unit 7: How to use complaints to the company’s advantage
  • Cross-selling and Up-selling training module
    • Unit 1: The importance of knowing your product
    • Unit 2: Different methods of upselling or cross-selling
    • Unit 3: When to know if it is the right time to upsell or cross-sell
    • Unit 4: How to choose the appropriate method (upselling or cross-selling) for different channels
    • Unit 5: How to use appropriate pricing systems
    • Unit 6: Why it is important to focus on customer service rather than sales
  • Managing Customers Expectations training module
    • Unit 1: How to set achievable goals
    • Unit 2: How to offer promises about deliverables
    • Unit 3: How to align customer and business goals
  • Technology training module
    • Unit 1: Identify the differences between tangible technology and intangible technology
    • Unit 2: Understand connected personalisation
    • Unit 3: Know what technology will make your customers’ lives easier
    • Unit 4: Put the customer ahead of data (GDPR)
    • Unit 5: Outsource technology
  • Going beyond Customer Service training module
    • Unit 1: The life cycle of customer service
    • Unit 2: How to use ‘out of the box’ thinking specific to your brand
    • Unit 3: How to personalise without annoying your customers
    • Unit 4: Top tips from business CEOs on how to go above and beyond
    • Unit 5: What is ‘High touch’ customer service.

This online Customer Service Mastery training package includes the following modules:

Using the Right Language training module Nurturing Customer Relationships training module Practising Positivity training module Achieving Clarity training module Maintaining Composure training module Maintaining CS Across Channels training module The Importance of Brand training module Customer Relationships training module Customer Loyalty training module Effective Problem Solving training module Handling Complaints Gracefully training module Cross-selling and Up-selling training module Managing Customers Expectations training module Technology training module Going beyond Customer Service training module

Who is the course for?

This online Customer Service Mastery training package is ideal for anyone starting a career in a customer-facing role and needs to quickly build essential knowledge. This training package will teach you how to improve your communication, emotional intelligence, and problem-solving skills.

Course aims

This online Customer Service Mastery training package aims to:

  • Help you gain the knowledge needed to use the right language, nurture customer relationships and maintain composure
  • Educate, inspire, and stick with your team long after they’ve hit the complete button.
  • Teach you what customer service is, why it’s so important, and how you can provide better and more consistent service across your company. 
  • Help you improve your communication, emotional intelligence, and problem-solving skills.

Learning objectives

On completion of this Customer Service Mastery eLearning package, the learner will be able to:

  • Discuss the difference between Customer Service and Customer Experience
  • State what multiple channels are and how service should flow between them
  • Outline the importance of reading a situation
  • Demonstrate communication etiquette – what can and cannot be said
  • Point out the importance of customer retention 
  • Explain how to build brand ambassadors
  • Justify understanding the customer’s point of view
  • Explain the need to know the right time to upsell or cross-sell
  • Discuss the importance of focusing on customer service rather than sales
  • Identify the differences between tangible technology and intangible technology
  • Justify putting the customer ahead of data (GDPR).

Learning outcomes

The learning outcomes of this Customer Service Mastery e-learning package are to:

  • Differentiate between Customer Service and Customer Experience
  • Find the balance between online and human interaction
  • Identify how branding affects the consumer
  • State how lack of brand knowledge creates a bad customer experience
  • Outline the importance of a customer’s body language
  • Justify following up with a customer
  • Explain the effectiveness of word of mouth
  • Justify the need to find a balance between company policy and satisfying the customer
  • List the different methods of upselling or cross-selling
  • Identify the technology that would make your customers’ lives easier.
Customer Service Mastery - Online Training Courses - The Mandatory Training Group UK -

Customer Service Mastery - Online Training Package - CPDUK Accredited.

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