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Customer Service and Relation Management Course
CPDUK Accredited | 50% OFF Certificate & Transcript
28 Students enrolled on this course 4.9 (8 Reviews)
Last updated March 20, 2023
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If you’re looking to carve out a career in customer service and relationship management, then this is the course for you. Customer Relationship Management (CRM) is a business strategy for maximizing shareholder value through acquiring, enhancing and retaining desired customers. This Customer Service and Relation Management Course will examine the concepts, processes and technologies an organization uses to achieve superior performance through client intelligence. Aligning business activities around the client creates an opportunity to collect an extensive quantity of client-related descriptive and behavioral data that will be very useful. The course seeks to improve development in the service industries, addressing the need for better customer relationships. The course will give you the knowledge and skills you need to know in relation to customer service, Business communications, Doing your best for the organisation, managing customer relationships, and becoming a customer service professional.
Why choose this course
- Earn an e-certificate upon successful completion.
- Accessible, informative modules taught by expert instructors
- Study in your own time, at your own pace, through your computer tablet or mobile device
- Benefit from instant feedback through mock exams and multiple-choice assessments
- Get 24/7 help or advice from our email and live chat teams
- Full Tutor Support on Weekdays
Course Design
The course is delivered through our online learning platform, accessible through any internet-connected device. There are no formal deadlines or teaching schedules, meaning you are free to study the course at your own pace.
You are taught through a combination of
- Video lessons
- Online study materials
- Mock exams
- Multiple-choice assessment
Certification
After the successful completion of the final assessment, you will receive a CPD-accredited certificate of achievement. The PDF certificate is for £9.99, and it will be sent to you immediately after through e-mail. You can get the hard copy for £15.99, which will reach your doorsteps by post.
Who is this course for?
This course is perfect for trying to learn potential professional skills and those looking to become a customer service and relations manager.
Course Curriculum
| Understanding Customer Service | |||
| Understanding Customer Service | 00:17:00 | ||
| Identifying Customer Expectations | 00:06:00 | ||
| Providing Excellent Customer Service | 00:07:00 | ||
| Focusing on the Customer | 00:08:00 | ||
| Customer Service and the Telephone | 00:08:00 | ||
| Handling Complaints | 00:12:00 | ||
| Enduring Stress | 00:13:00 | ||
| Business Communication | |||
| Identifying Basic Communication Techniques | 00:09:00 | ||
| Formal and Informal Communication | 00:02:00 | ||
| Describing Verbal and Non-verbal Communication | 00:04:00 | ||
| Understanding Body Language | 00:05:00 | ||
| Making Effective Presentations | 00:10:00 | ||
| Fundamentals of Productive Meetings | 00:08:00 | ||
| Written Communication | 00:13:00 | ||
| Electronic Communication | 00:19:00 | ||
| Creating Graphics for Business Communication | 00:04:00 | ||
| Communicating Static Information | 00:03:00 | ||
| Communicating Dynamic Information | 00:03:00 | ||
| Effectively Working for Your Boss | |||
| Representing Your Boss | 00:06:00 | ||
| Communicating Your Boss’s Decisions | 00:03:00 | ||
| Supporting Your Boss and Colleagues | 00:04:00 | ||
| Building a Partnership with Your Boss | 00:13:00 | ||
| Identifying Goals | 00:10:00 | ||
| Energy Distribution | 00:09:00 | ||
| Time Logs | 00:11:00 | ||
| Personal World View | 00:10:00 | ||
| Strengths | 00:09:00 | ||
| A Building Your Toolbox | 00:11:00 | ||
| Establishing Your Action Plan | 00:11:00 | ||
| Customer Service | |||
| What is Customer Service? | 00:15:00 | ||
| Who Are Your Customers? | 00:15:00 | ||
| Six Critical Elements | 00:30:00 | ||
| Understanding Leadership | 00:30:00 | ||
| Five Practices of Leadership | 00:45:00 | ||
| Asking the Right Questions | 00:15:00 | ||
| Close with Vocals | 00:15:00 | ||
| Closing Down the Voice | 00:10:00 | ||
| Cold and Warm Calls | 00:15:00 | ||
| Developing Your Script | 00:15:00 | ||
| Did You Hear Me? | 00:15:00 | ||
| It’s More Than Just a Phase | 00:15:00 | ||
| Negotiation Techniques | 00:15:00 | ||
| News from Within | 00:15:00 | ||
| Perfecting the Script | 00:15:00 | ||
| Phone Tag and Getting the Call Back | 00:15:00 | ||
| Sales by Phone | 00:10:00 | ||
| Saying No | 00:05:00 | ||
| Staying Out of Voice Mail Jail | 00:05:00 | ||
| Stress Busting | 00:05:00 | ||
| Taking Messages | 00:05:00 | ||
| This is My Mentor | 00:05:00 | ||
| To Serve and Delight | 00:05:00 | ||
| Who are Your Customers? | 00:15:00 | ||
| Customer Relationship Management Training | |||
| Customer Relationship Management | 00:10:00 | ||
| What CRM Is and Who It Serves | 00:15:00 | ||
| Checklist for Success | 00:15:00 | ||
| Requirement Driven Product Selection | 00:15:00 | ||
| Considerations in Tool Selection | 00:15:00 | ||
| Strategies for Customer Retention | 00:15:00 | ||
| Building the Future | 00:15:00 | ||
| Homegrown vs. Application Service Provider | 00:15:00 | ||
| The Development Team | 00:15:00 | ||
| Evaluating and Reviewing Your Program | 00:15:00 | ||
| Relationship with Customers | |||
| Good Customer Relationship – Why is it Important? | 01:00:00 | ||
| Understanding Your Customers | 01:00:00 | ||
| How to Calculate Customer’s Lifetime Value | 00:30:00 | ||
| How to Keep Your Customers Happy? | 01:00:00 | ||
| How to Get Your Customers to Say ‘Wow!’ | 01:00:00 | ||
| Proven Methods of Customer Retention | 01:00:00 | ||
| The Art of Customer Follow-up | 01:00:00 | ||
| Loyalty Marketing Program | 00:30:00 | ||
| Promotional Items to Enhance Customer Relations | 01:00:00 | ||
| Handling Customer’s Complaints | 01:00:00 | ||
| How to Deal with Difficult Customers | 00:30:00 | ||
| Introducing the Seven Deadly Sins of Customer Service! | 01:00:00 | ||
| Customer Relationship Management (CRM) Software – The Benefits | 01:00:00 | ||
| Choosing a CRM Program | 00:30:00 | ||
| Customer Service over the Phone | 01:00:00 | ||
| Customer Relations and Dealing | |||
| Module One – Getting Started | 00:15:00 | ||
| Module Two – The Right Attitude Starts with You | 00:20:00 | ||
| Module Three – Stress Management (Internal Stressors) | 00:30:00 | ||
| Module Four – Stress Management (External Stressors) | 00:15:00 | ||
| Module Five – Transactional Analysis | 00:25:00 | ||
| Module Six – Why are Some Customers Difficult | 00:20:00 | ||
| Module Seven – Dealing with the Customer Over the Phone | 00:30:00 | ||
| Module Eight – Dealing with the Customer In Person | 00:25:00 | ||
| Module Nine – Sensitivity in Dealing with Customers | 00:20:00 | ||
| Module Ten – Scenarios of Dealing with a Difficult Customer | 00:20:00 | ||
| Module Eleven – Following up With a Customer Once You Have Addressed Their Issue | 00:20:00 | ||
| Module Twelve – Wrapping Up | 00:15:00 | ||
| Becoming A Customer Service Professional | |||
| Module One – Getting Started | 00:30:00 | ||
| Module Two: The Importance of Safety | 00:15:00 | ||
| Module Three – Establishing Your Attitude | 01:00:00 | ||
| Module Four – Identifying and Addressing Customer Needs | 01:00:00 | ||
| Module Five – Generating Return Business | 01:00:00 | ||
| Module Six – In-Person Customer Service | 01:00:00 | ||
| Module Seven – Giving Customer Service over the Phone | 01:00:00 | ||
| Module Eight – Providing Electronic Customer Service | 01:00:00 | ||
| Module Nine – Recovering Difficult Customers | 01:00:00 | ||
| Module Ten – Understanding When to Escalate | 01:00:00 | ||
| Module Eleven – Ten Things You Can Do to WOW Customers Every Time | 01:00:00 | ||
| Module Twelve – Wrapping Up | 01:00:00 | ||
| Mock Exam | |||
| Mock Exam – Customer Service and Relation Management Course | 00:20:00 | ||
| Final Exam | |||
| Final Exam – Customer Service and Relation Management Course | 00:20:00 | ||
| Order your Certificates & Transcripts | |||
| Order your Certificates & Transcripts | 00:00:00 | ||
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Frequently asked questions
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There are no specific prerequisites for this course, nor are there any formal entry requirements. All you need is an internet connection, a good understanding of English and a passion for learning for this course.
You have the flexibility to access the course at any time that suits your schedule. Our courses are self-paced, allowing you to study at your own pace and convenience.
For this course, you will have access to the course materials for 1 year only. This means you can review the content as often as you like within the year, even after you've completed the course. However, if you buy Lifetime Access for the course, you will be able to access the course for a lifetime.
Yes, upon successfully completing the course, you will receive a certificate of completion. This certificate can be a valuable addition to your professional portfolio and can be shared on your various social networks.
We want you to have a positive learning experience. If you're not satisfied with the course, you can request a course transfer or refund within 14 days of the initial purchase.
Our platform provides tracking tools and progress indicators for each course. You can monitor your progress, completed lessons, and assessments through your learner dashboard for the course.
If you encounter technical issues or content-related difficulties with the course, our support team is available to assist you. You can reach out to them for prompt resolution.