This bundle course is designed to provide our learners with a more in-depth understanding of the communication skills required to work in customer relationship management. This training certification is ideal for anyone who wishes to boost their professional development in this field.

Discover the secret to excellent customer relations and learn how to maintain customer loyalty with the Customer Relationship Management (CRM) course. This course covers all you need to know about customer management, from handling complaints to customer service techniques. Throughout the course, you will develop your business communication skills, telephone etiquette, proficiency in Microsoft Word, and much more. This course is ideal for aspiring customer relationship managers who wish to develop the practical knowledge to fast track their career.

Master the art of public speaking, learn how to engage your audience and get your point across effectively with the Communication and Public Speaking Diploma. This training program will help you boost your confidence in delivering presentations and improve your body language to project confidence. This skills-based diploma also provides guidance on how to work with visual aids, plan your notes and overcome your fears and self-doubts. This course is ideal for those in customer or client-facing roles.

Learning Outcomes of The Customer Service Assistant Skills with Communication Skills Training:

  • Discover the secret to excellent customer relations to drive sales and brand loyalty
  • Learn how to identify your customer’s needs and expectations
  • Explore strategies for delivering great customer service on the phone
  • Be able to handle complaints with professionalism & develop valuable business communication skills
  • Improve your proficiency in Microsoft Word for everyday administrative tasks
  • Master the art of body language and learn how to project confidence in the workplace
  • Improve your delivery in presentations and public speaking
  • Know how to keep your audience engaged and use visual aids effectively
  • Learn how to get your point across and express your ideas with conviction
  • Discover practical mental exercises to help you remember your lines

Why choose this course

  • Earn a free 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

  • Online study materials
  • Mock exams
  • Multiple-choice assessment

Certification

Upon successful completion of the course, you will be able to obtain your course completion e-certificate free of cost. Print copy by post is also available at an additional cost of 9.99 and PDF Certificate at 4.99.

Who is this course for?

This bundle course is suitable for those who work in customer-facing roles and want to enhance their skills in business communication. It is also ideal for those who are interested in self-development and improving their body language.

Career Path

On successful completion, learners will have the opportunity to explore the following roles:

  • Customer Relationship Manager
  • Client Relationship Manager
  • Customer service Advisor
  • Customer Support Officer

Course Curriculum

**Customer Service Assistant Skills**
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
Focusing on the Customer 00:08:00
Customer Service and the Telephone
Customer Service and the Telephone 00:08:00
Handling Complaints
Handling Complaints 00:12:00
Enduring Stress
Enduring Stress 00:13:00
Business Communication
Identifying Basic Communication Techniques 00:09:00
Formal and Informal Communication 00:02:00
Verbal and Non-verbal Communication
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
Written Communication 00:13:00
Electronic Communication
Electronic Communication 00:19:00
Communicating with Graphics
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
Identifying Goals  00:10:00
Effective Energy Distribution
Energy Distribution  00:09:00
Time Logs 00:11:00
Working with Your Personal Style
Personal World View 00:10:00
Strengths  00:09:00
Building Your Toolbox
A Building Your Toolbox  00:10:00
Establishing Your Action Plan
Establishing Your Action Plan  00:11:00
Getting Started with Word
Navigate in Microsoft Word 00:12:00
Create and Save Word Documents 00:24:00
Manage Your Workspace 00:06:00
Edit Documents 00:16:00
Preview and Print Documents 00:04:00
Customize the Word Environment 00:08:00
Formatting Text and Paragraphs
Apply Character Formatting 00:17:00
Control Paragraph Layout 00:19:00
Align Text Using Tabs 00:07:00
Display Text in Bulleted or Numbered Lists 00:03:00
Apply Borders and Shading 00:04:00
Working More Efficiently
Make Repetitive Edits 00:06:00
Apply Repetitive Formatting 00:10:00
Use Styles to Streamline Repetitive Formatting Tasks 00:14:00
Managing Lists
Sort a List 00:05:00
Format a List 00:06:00
Adding Tables
Insert a Table 00:07:00
Modify a Table 00:06:00
Format a Table 00:03:00
Convert Text to a Table 00:04:00
Inserting Graphic Objects
Insert Symbols and Special Characters 00:04:00
Add Images to a Document 00:11:00
Controlling Page Appearance
Apply a Page Border and Color 00:03:00
Add Headers and Footers 00:05:00
Control Page Layout 00:05:00
Add a Watermark 00:04:00
Preparing to Publish a Document
Check Spelling Grammar and Readability 00:07:00
Use Research Tools 00:06:00
Check Accessibility 00:03:00
Save a Document to Other Formats 00:04:00
Getting Started with Microsoft Office Excel 2016
Navigate the Excel User Interface 00:28:00
Use Excel Commands 00:10:00
Create and Save a Basic Workbook 00:19:00
Enter Cell Data 00:12:00
Use Excel Help 00:05:00
Performing Calculations
Create Worksheet Formulas 00:15:00
Insert Functions 00:17:00
Reuse Formulas and Functions 00:17:00
Modifying a Worksheet
Insert, Delete, and Adjust Cells, Columns, and Rows 00:10:00
Search for and Replace Data 00:12:00
Use Proofing and Research Tools 00:07:00
Formatting a Worksheet
Apply Text Formats 00:17:00
Apply Number Formats 00:10:00
Align Cell Contents 00:10:00
Apply Styles and Themes 00:12:00
Apply Basic Conditional Formatting 00:11:00
Create and Use Templates 00:07:00
Printing Workbooks
Preview and Print a Workbook 00:10:00
Set Up the Page Layout 00:08:00
Configure Headers and Footers 00:07:00
Managing Workbooks
Manage Worksheets 00:09:00
Manage Workbook and Worksheet Views 00:07:00
Manage Workbook Properties 00:05:00
**Handling a Difficult Customer**
Getting Started 00:05:00
The Right Attitude Starts with You 00:25:00
Stress Management (Internal Stressors) 00:35:00
Stress Management (External Stressors) 00:25:00
Transactional Analysis 00:25:00
Why are Some Customers Difficult 00:25:00
Dealing with the Customer Over the Phone 00:35:00
Dealing with the Customer In Person 00:25:00
Sensitivity in Dealing with Customers 00:30:00
Scenarios of Dealing with a Difficult Customer 00:15:00
Following up With a Customer Once You Have Addressed Their Issue 00:12:00
Wrapping Up 00:05:00
**Retail Customer Service**
Introduction To Retail Customer Service 00:15:00
Understanding Customer Expectations 00:10:00
Customer Value And Satisfaction 00:15:00
Customer Service And Customer Satisfaction In Retailing 00:10:00
Importance of measuring customer satisfaction 00:20:00
Strategic Management 00:30:00
Types of Decision making Process 00:15:00
Provide Customer Service Excellence To The External Customer 00:30:00
Provide Customer Service Excellence To The Internal Customer 00:10:00
Standards of Performance 00:30:00
The Retail Marketing Mix 00:30:00
Levels Of Customer Satisfaction 00:15:00
Brand Loyalty 00:15:00
Customer Satisfaction Questionnaire 00:15:00
**Communication Skills Training**
Working on Basics 101
Skill Of The Mouth 00:09:00
Communication 00:04:00
It’s In The Eyes 00:05:00
You Have 40 Seconds 00:02:00
Body Language 00:06:00
Art Of Speaking 00:06:00
Working On It 102
Putting It Together 00:05:00
Content Is Key 00:06:00
To Joke Or Not To Joke 00:02:00
Learn Your Lines 00:06:00
Visual Aids 00:03:00
Working On Me 103
Walk The Talk 00:05:00
What Gives You The Edge 00:05:00
It’s The Heart That Counts 00:04:00
Mirror Time 00:05:00
How To Deal With Stress 00:04:00
Fake it Till You Make It 00:07:00
Preparation On The Day 00:05:00
Working On Them 104
People Don’t Care How much you know until they know how much you care 00:04:00
They Really Are Naked 00:03:00
Sing The Right Song 00:06:00
Know Your Venue 00:04:00
Public Speaking – Why Do It? 00:04:00
Conclusion
Hello and Goodbye 00:02:00
Goodbye HD Final Online 00:01:00

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