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Customer Excellence – E-Learning

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Duration: 2 - 3 hours. Including video, interaction and downloads.

E-Learning Course Content:

This customer excellence e-learning course will help ensure learners are aware of their responsiblities regarding providing customers with an exceptional experience and be better able to manage difficult customer scenarios when they occur.

The e-learning can be provided as SCORM files, or on a subscription basis, whether hosted on your own Learning Management System, or using our, feature-rich, easy-to-use learning platform.

Watch this video for a quick overview of the e-learning course:

What's the course about?

Customer Excellence

Customer service can be the difference between profit and loss. Good customer service gets remembered and creates happy customers. And happy customers are more loyal, make more recommendations and spend more money. Put simply, businesses with a customer service culture are more competitive.

In this course your participants will learn about the importance of customer service and discover a range of smart techniques for improving their ability to manage customers. Making them a valuable asset to any company on the planet.​

Who is it for?

If your learners have contact with customers in a company, in any capacity, this course is essential learning. And is most suitable for:

  • Retail service assistants
  • Product support teams
  • Call centre and in-bound telephone teams
  • Online customer support teams
  • Managers responsible for customer care
  • And any customer facing role

But we believe customer service should be the responsibility of everyone in a company. So whatever the role, Customer Excellence training will help your learner and their company reap the many benefits that come from delighting customers.

 

What does the course look like?
  • It’s an online e-learning course
  • Six interactive modules
  • Blending text, graphics, images and videos
  • Includes downloadable worksheets, video transcripts and factsheets
  • Regular on-going testing as your learners’ progress with a final assessment
  • Accredited course – CPD Verification Service
Course objectives

Well, to put it simply, customer service skills are highly prized, transferrable and demanded by all companies. At the end of this Customer Excellence e-learning course. Your learners will:

  • Be able to describe customer excellence and its importance
  • Be able to take control of customer service scenarios
  • Reduce complaints and better handle the ones they get
  • Deliver better outcomes for their customers and their employer
  • Become more accomplished communicators
  • Be able to measure and improve customer service with simple tools
  • Become a valuable asset to any company​
Module 1 - About customer excellence
  • Learn what customer excellence is, why it’s important and who should be responsible for it.
  • Discover why acceptable customer service may no longer be enough.
  • See real world examples of exceptional customer service.
  • Discover how your personal brand affects customer excellence.
  • Realise how customer excellence affects the price customers are prepared to pay.

 

Module 2 - The age of the customer
  • What is the age of the customer and why is it a fundamental shift in the way we should do business?
  • Understand the way social media has changed customer service forever.
  • Discover what your customers expect and how can you exceed those expectations.
  • Learn how to present yourself and your company in a way that’s relevant to your customers.

Module 3 - Measuring and improving customer service - part one
  • What’s an ‘inside out’ approach to reviewing customer service?
  • Learn how to measure your current customer service standards across a range of vital criteria.
  • Identify the areas of customer service you most need to improve.
Module 4 - Measuring and improving customer service - part two
  • What is an ‘outside in’ approach to reviewing customer service?
  • Learn how to think about and map the entire customer journey.
  • Understand how the customer journey is an opportunity to deliver customer excellence.​
Module 5 - Customer complaints
  • Learn the surprising fact about customers who complain.
  • Recognise when a conversation is going wrong and rescue it.
  • Learn the “LEARN” principle.
  • Watch customer complaint handling in action.
  • Learn how to resolve customer complaints and conflict.
  • Start to view complaints as incredibly valuable insights.​
Module 6 – Assessment and CPD certificate
  • A chance to test your knowledge of the topic with scoring
  • The e-learning course comes with free CPD certificates for the learners​
Why subscribe to this e-learning course?
  • Practical courses – This course is designed to help your learners in the real business world, giving them practical skills that they can quickly and easily implement in the workplace.
  • Interactive and engaging – Learning doesn’t have to be boring. This multi-media course is designed to keep your participants engaged throughout.
  • Step-by-step learning – This course is broken down into easy to manage bite-size chunks. From start to finish we take your learners on an enjoyable learning journey.
  • Fully accredited – The CPD Verification Service accredit all our courses, so you can be sure our training materials are of the highest standard.
LMS integration

Where clients are not using our LMS and wish to host it on their own LMS instead, we provide SCORM files that they can simply install directly. Although these files are added to the clients LMS as usual and the user will access and view the course exactly as they would if it was built on the clients system, we are still able to track user numbers our side and also provide regular updates to the content.

E-Learning Alterations

Our e-learning products are always provided ‘white-label’ with no Trainer Bubble logos or references to our company.

We also understand that you may like to make alterations to the content. Whether it’s minor edits, larger alterations, adding of logos, or swapping images to better reflect your corporate identity – we can provide this change for a small fee.

Please note: We regularly update our courses to reflect legal changes or just general improvements to content. All this happens without you having to lift a finger whether the course is on your LMS or ours.

Price

‘Buy once, use forever’ Price – £3,500+vat​

Small number of users or several courses required? – Ask about subscription options

We have a variety of options for payment of this e-learning course. Please click on the Get a Quote button below, so that we can create a personal quote that suits your specific requirements.

If you are unsure of your e-learning requirements, you can also visit our sister website to find out more about our online learning services – Learner Bubble.​​​​​​

Customer Excellence – E-Learning

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