About the Course

Who Should do the course?

The program is ideal for anyone in a service role, whether that is in a call centre, dealing face to face with customers or working with internal customers. It is for anyone in the business of providing customer service including:

• Experienced service providers needing to brush up on their skills
  
• Employees new to customer service
  
• Service providers who work largely over the phone
  
• Call centre employees
  
• Service providers who deal with customers largely in a face to face role
  
• Help desk employees who provide service and help to their colleagues or customers

The most regular users of this program work in the following business sectors: finance and banking, retail, hospitality, healthcare, government, travel, professional services and media.

Why do the course?

This course will benefit both the business and you personally. Specifically in business excellent standards in customer service:

• Maintain your existing customer base and increase customer loyalty
  
• Attracts more customers to your business
  
• Increases your sales and profits
  
• Reduces staff turnover as your employees will be happier excelling in what they do
  For the customer service providers themselves, your enhanced standards in customer service will:
  
• Increase job satisfaction and reduce stress as you deal with happier customers and know exactly what to do with the difficult ones
  
• Gain recognition from customers, managers and colleagues
  
• Lead to rewards such as pay increases, bonuses, better customers to work with and job security
  
• Help you progress your career with promotions, greater flexibility and responsibility

Why online?

The beauty of online training is its flexibility. You can learn at a time that suits you, at your pace, and at your computer. This means you can do the course in small chunks, whenever it's convenient, without wasting travel time.

Because the course is delivered over the internet, we can update and modify the exercises and examples relatively easily, so the course can be tailored to suit the needs of organisations who want to train large numbers of staff.

How long will it take?

The course should take you about 4-6 hours. To get the most out of the course we recommend that you do it within the first 2-3 weeks of receiving your username and password.