Super informative, easy to follow. Great follow up to previous courses.

Great course. A lot of common sense class.

Basic + Intermediate videos on Customer Service. A good course to bookmark as a refresher. Thanks for the learning opportunity + chance to feature this on resumes.

Learning Outcomes

What is Customer Services?

The Context of Customer Services

The Benefits of Effective Customer Service

British Standard Code of Practice for Customer Service

The Consumer Rights Act and Implications

Lesson Summary

This Module will provide a detailed understanding of why effective customer service provision plays such an important part of business success. You will learn about the skills involved in handling customers, the obligations of customer service personnel legally and ethically to customers and the role in statutory bodies in managing issues, with guidance in best practice for learners. Learning will be enhanced through quizzes, activities and self-reflection exercises.

Identifying Customer Types, Needs, Wants and Measuring Service Standards

Mystery Shopper Programmes

Customer Identification

Worked Example and Customer Relationship Management

In this module, you will learn about customer types, needs, wants and how to measure service standards. Also, you will be taught the difference between the role of consumer and customer, how creating a great customer experience matters. You will be shown the concept of mystery shopper programmes and the ways in which customer opinions matter and influence product and service evolvement.

Service Excellence Introduction

Customer Skills – Behavioural Development

Managing Negativity and Stress

Working Within a Customer Service Team to Create Service Excellence

In this module, you will learn about the personal skills needed in delivering customer service excellence. Also, this module will explore practical exercises to help you to develop skills with practical tips and techniques. In addition to this, you will be taught how to manage negativity and stress while working within a customer service team to create service excellence.

Resolving Customer Queries Introduction

Angry Customers

Monitoring Complaints

Compliance

Money Laundering and Managing Customer Data

This module will cover how customer issues and complaints can be handled effectively, whilst dealing with the customer respectfully. Also, you will be taught the skills needed in handling complaints and how to monitor complaints. You will learn about the role of auditing, compliance and legislation, with a particular focus on customer relationships. Furthermore, this module will discuss the advancement of social networks and the issues around the privacy of data for consumers of such services.

Customer Services - Course assessment

Learn about the role customer service plays and how it is vital to a business’s success in this free online course.

Customer Services

We often hear that “The customer is king” and this Customer Services free online course covers the concept of customer service in-depth. You will learn how to measure service standards as well as the various personal skills required in order to deliver excellent customer service and resolve customer queries. Ensure that you exceed a high-level of customer experience with this free online Customer Services course.

Customer service plays a critical role in today's business world. Just about every organization has realized how important customer service is and many have begun to find ways to evaluate and strategically improve customer service. This free online course will teach you why effective customer service plays such an essential role in a business' success. You will explore the skills involved in dealing with customers, customer complaints and the legal and ethical duties of customer service personnel. Management is important to sustaining and improving the quality of service in the long-term and understanding and this customer services course discusses what this involves and how to use it to your benefit and that of your customers. The role of statutory bodies in managing issues between customers and businesses is also analyzed along with guidance for best practices.
You will then learn about customer types, -needs, -wants, measuring service standards and the difference between consumers and customers. The course goes on to discuss the concept of mystery shopper programs and the ways in which customer opinions influence product and service evolvement. Customer service workers use a range of resources and technology to recognize the needs and wants of customers and often need to be able to multi-task easily and efficiently, manage their time and network with team members. You will be taught the personal skills needed in delivering customer service excellence which include managing negativity and stress and working effectively in a team. Customer support professionals must develop the expertise to evaluate situations effectively, establish empathy, defuse anger and collaborate with a diverse range of customers from diverse cultural backgrounds; all of which are detailed as you work through this free online course material. You will gain an understanding of the procedures needed to resolve customer queries and complaints in a respectful way as well as the role of auditing, compliance and legislation, with a particular focus on customer relationships. Some other essential themes covered are the concept of money laundering and how this affects business and the advancement of social networks including the issues around user data privacy. 
Whether you are a customer service worker and would like to improve your skills or a customer service manager needing to enhance your organization or department’s customer service offering, enrol for this free online course today.

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Introduction to the GDPR

The Data Protection Officer (DPO) Role in the GDPR

Personal Data Security Guidance for Microenterprises in the GDPR

Five Steps to Secure Cloud-based Environments

Introduction to the GDPR for the Private Individual

What Can Organisations Do Now to Prepare for the GDPR?

The Key Steps You Need to Take to Ensure Compliance with the GDPR

Learn about the GDPR which comes into effect from 25th May 2018, which increases the obligations on organisations around data protection, and gives greater control to individuals over their personal data.

General Data Protection Regulation - Course Assessment

Do you understand GDPR? Or that a company that fails GDPR can get a €20million fine? Take this free online course.

General Data Protection Regulation (GDPR)

This free online General Data Protection Regulation (GDPR) course will teach you everything you need to know about European data protection regulations. Data protection regulations can be difficult to correctly understand and apply, however, any company that fails to meet GDPR compliance can be fined for up to €20 million. This free online course will teach you everything you need to know about GDPR to protect yourself from financial loss.

Topic A: Understanding Customer Service

Topic B: Identifying Customer Expectations

Topic C: Providing Excellent Customer Service

Review Quiz

In this module, Understanding Customer Service, students will learn the basics of customer service, identifying customer expectations, and providing excellent customer service.

Topic A: Focusing on the Customer

In this module, Focusing on the Customer, students will learn about putting the focus on the customer and their needs.

Topic A: Customer Service and the Telephone

In this module, Customer Service and the Telephone, students will learn about how the telephone relates to customer service and how to handle phone calls.

Topic A: Handling Complaints

In this module, Handling Complaints, students will learn how to handle customer complaints in a professional manner.

Topic A: Enduring Stress

In this module, Enduring Stress, students will learn about how to endure the stresses of working in customer service.

Customer Service Skills - Assessment

Become expert in customer service and polish your professional communication skills in this free online course.

Customer Service Skills

This training course teaches you the basics of customer service. We show you how to focus on the customer to understand their expectations to help you improve their experience of your business. We explain how to deal with stress and constructively interact with clients on the telephone to handle complaints. People’s perceptions of your company’s brand are defined by customer experience, so sign up to make sure they remember you fondly.

ISO 37301:2021 Introduction

Context of the Organization

Expectations from Leadership

Planning for Compliance Management

Providing Support

Operation of Compliance Management System

Evaluating Compliance Performance

Improving the Compliance Management System

This module will introduce you to ISO 37301:2021, the latest compliance management systems standard published by ISO. You will understand the structure and requirements for establishing, developing, implementing, evaluating, maintaining, and improving an effective compliance management system within an organization.

ISO 37301:2021 - Principles of Compliance Management Systems - Course Assessment

Learn the fundamentals of compliance management systems based on ISO 37301:2021 requirements in this free online course.

ISO 37301:2021 - Principles of Compliance Management Systems

This compliance management course will familiarize you with the latest compliance management systems standard published by the International Organization for Standardization (ISO). You will learn the basic elements of compliance management systems by understanding the requirements of ISO 37301:2021. In addition, this course will guide you through establishing, implementing, maintaining, and continually improving a compliance management system.

Business-to-Business (B2B) Markets

Types of B2B Buyers

Buying Centers

Stages in the B2B Buying Process

International B2B Markets and E-commerce

In this module, you will learn about the features of business-to-business markets. You will learn also about the types of buyers in B2B markets and the stages in the buying process.

Marketing Channels and Channel Partners

Typical Marketing Channels

Functions of Channel Partners

Marketing Channel Strategies

Channel Dynamics

In this module, you will learn a great deal about the importance and functions of marketing channels. You will learn about the different types and how they are exemplified in real-world businesses. Lastly, you will learn about channel partners.

Buying Behaviour: Situational Factors

Personal Factors and Buying Behavior

Psychological Factors and Buying Behavior

Societal Factors and Buying Behavior

Consumer's Decision-Making Process

Stages in the Buying Process

In this module, you will learn about the various factors that influence the buying behaviour of consumers. You will learn about the social, psychological, personal and situational factors affecting buying behaviours, as well as the consumer's decision-making process.

Components of Strategic Planning

Organizational Objectives and Strategies

Strategic Portfolio Planning Approaches

In this module, you will learn about the components of strategic planning, value proposition and how to develop organizational objectives. You will also learn about some specific portfolio planning methods like the BCG matrix and the General Electric approach.

Marketing Information Systems

Problem Definition and Research Design

Specifying Samples and Form Design

Data Collection and Analysis

In this module, you will learn about the Marketing Information System and its components. You will also learn in detail the steps in the marketing research process.

Customer Communities

Loyalty Management

Customer Satisfaction

Ethics, Laws, and Customer Empowerment

In this module, you will learn about the relevance of ensuring customer satisfaction, and strategies to employ. You will learn also about loyalty management and the ethics to observe.

Principles of Marketing - Course assessment

This free online diploma course explains how to conduct market research to sell yourself and build customer loyalty.

Principles of Marketing

This free online diploma takes you through common buying trends in business-to-business and business-to-customer markets. We show you how to gather market intelligence using market information systems so you can manage and leverage customer communities to build up customer satisfaction and hence loyalty. This comprehensive course teaches you how to get ahead by selling ideas, products or even yourself.

Introduction to B2B Customer Success Management

Customer Onboarding

Customer Support Strategies

Driving Long-Term Customer Success

This module serves as the foundation for understanding the critical role of customer success in the B2B landscape. You will explore the concept of customer success, learning how it differs from customer support and customer experience. Gain insights into the key metrics that define customer success and how to use them effectively.

B2B Customer Success Management - Course Assessment

Explore B2B Strategies to boost customer satisfaction, retention, and business growth in this free online course.

B2B Customer Success Management

Embark on a journey to become a top-tier Customer Success Manager with this expertly designed course, crafted to empower you with the skills and strategies needed to enhance customer satisfaction and ensure loyalty. You'll learn how to drive customer satisfaction, boost retention, and fuel business growth by mastering the strategies of B2B Customer Success Management. Build a high-performing Customer Success team for your customers. Enrol now!

Retail Management Industry, Progression and Skills

Merchandising

Pricing and Displays

In this module, you will learn the basic principles of retail management and how to advance your career in this field. You will learn what is involved in merchandising and pricing and get a thorough overview of the responsibilities of a retail manager.

Checkout, Sales Concept and Required Skills

Consumer Behaviour and Interpretation

Pre-empting and Solving Issues

In this module, you will learn the importance of using the checkout correctly, the factors involved in the sales process, and how to manage any problems that may occur. You will be introduced to the concept of consumer behaviour and its importance to the retail sector.

Trends and How to Use Them

Targeting Customers

Communicating with Customers

Dealing with Unhappy Customers

In this module, you will learn how to effectively target and communicate with consumers so as to maximise your sales. You will gain an awareness of different trends, and learn how best to communicate with the consumers who enter, how to pitch trends to them, and how to anticipate and deal with any problems which may arise.

Retail Environment and Key Concepts

Creating an Environment

Customer Relationships

Dealing with Relationship Issues

In this module, you will learn how to curate a positive and ideal environment within your store. You will learn how to create and maintain good, healthy customer relationships, and how to handle any issues that may arise with customers, so that your retail output will remain high.

Retail Management: Merchandising, Sales and Customer Communications - Assessment

Learn basic merchandising and communications skills involved in retail management with this free online training course.

Retail Management: Merchandising, Sales and Customer Communications

This free online retail management training course will provide a thorough introduction to the basics involved in managing a retail outlet. You will learn the principles behind sales techniques, how to effectively merchandise your products, and the most constructive ways to communicate with your customers. This course is all about how to sell your products and win over your customers, so if you are an aspiring retail manager, get started today.

Introduction to Rental Property Management

Financial Management, Property Maintenance and Relationships

Property Management Software and Sustainability

This module is an introduction to rental property management. You will learn about different types of rental properties and the roles and responsibilities of a property manager. Also, you will discover marketing strategies for attracting potential tenants, the tenant screening and selection process, and the factors affecting financial management.

Rental Property Management Fundamentals - Course Assessment

Learn how to be a successful landlord in this free online course that lays out the basics of rental property management.

Rental Property Management Fundamentals

Do you want to acquire the techniques and best practices used to rent out property? Would you like to know the risks associated with being a landlord and how to reduce them? This course explores the basics of rental property management and explains how property managers find suitable tenants and make sure that the property is properly maintained. We also break down the components of a lessee/lessor relationship to help you interact with tenants.