4-B-4) Cambridge Diploma in Customer Service

Content
20 modules

Rating

Instructor
Cambridge College London

Released
24 Jan 2014

Price
£150.00

Description

Cambridge Diploma in Customer Service
Customer service is the service provided to customers before, during and after purchasing and using goods and services. Good customer service provides an experience that meets customer expectations. It produces satisfied customers. Bad customer service can generate complaints. It can result in lost sales, because consumers might take their business to a competitor.

Good customer service involves developing bonds with customers, hopefully leading to long term relationships. It creates advantages for both customers and the business alike. Customers benefit because the business is providing a service that meets their needs. The business benefits because satisfied customers are likely to be repeat customers. They will stay with the business. However, good customer service is not easily achieved. It takes time to establish. It requires investment to deliver consistent standards.

This course is available with the option of Certificate.

Objectives


When you have completed this module you will be able to define the key concepts associated with Customer Driven Organizations and you will be able to

Understand the vital importance of the customer to any organization.

See the value in having excellent customer service for both internal and external customers.

Identify the factors that prevent an organization from maximizing customer value.

Understand how to critically look at the customer service levels and to establish if the organization is truly customer driven.

Identify different customer types and interact appropriately with them.

If you are learning the course by yourself then take your time and read over the notes until you are comfortable with the material.

If you are learning this material as part of a training session make sure to ask questions. We are confident that you will be glad that you did.


•The cost for this course is £ 150. ( For the online course materials with online help , The online exam , The Diploma ).
•You must pay the full fees of this course and you will have a full access to this course.
•If succeeded , student will be able to get his Diploma from CCL
 (UK) .
•The maximum duration of the course is three months 120 hours ONLINE STUDY (eLearning) with online support.

______________________________

For other learning options CCL provide the following learning options:
•Instructor Lead Learning [ILL] ◦Delegates are required to attend a location where an instructor delivers the training (Available through CCL Affiliates).
•eLearning (Online ) [EL] ◦Delegate can purchase a training activity online, access and complete the course online.
•Distance Learning [DL] ◦Delegate can book the product online. With distance learning CCL will send learning materials to the delegate for completion on receipt of full payment.

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Learning Credits

BTEC
14.0
Contact Hours
120.0
1
Introduction
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2
The Customer Service Environment
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3
Customer Service as a Process
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4
Why do We Need Customers?
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5
Identifying Customers
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6
Assignment 1
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7
How Do We Keep Customers?
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8
Losing Customers
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9
Knowing The Customer
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10
Standards in Customer Service
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11
Listening to Customers ( Communication )
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12
Customers Style
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13
Assignment 2
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14
The Complaining Customer
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15
Complaint Handling Systems
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16
Benefits of Customer Service
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17
Summary
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Unit 8 - Dealing with Problem People ( Part 2 )
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19
Recommended Reading
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20
Final Exam
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