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The Managing Customer Excellence course is designed to provide learners with an in-depth understanding of the keys to providing successful Managing Customer Excellence. It is ideal for those who work in a retail or sales environment, who are looking to develop their communication skills, introducing fundamental strategies that can be applied to a wide range of roles.

This practical training course includes case studies and practical exercises that will help you to deliver excellent customer service in-person, over the phone and online. It covers body language techniques, telephone etiquette how to identify your customers’ needs, and much more.

Not only that, but you will learn how to manage stress effectively when dealing with difficult customers, with tips on how to recover customers and deal with complaints and challenging scenarios. By the end of the course, you will have an in-depth understanding of the key factors that contribute toward excellent customer support, with the expertise and knowledge to deal with any customer-facing situation successfully.

Sneak Peek

Who should take the course

This Managing Customer Excellence
training course is ideal for anyone looking to fast track a career in a customer-serving role, such as:

Managing Customer Excellence
Representative
Sales Assistant
Sales Advisor
Retail Sales Associate
Telesales Executive

Learning Outcomes

By the end of the course, learners will be able to:

Understand the different types of customers and the skills required to deliver excellent customer service
Use positive body language to provide support to customers and clients
Identify clients’ and customers’ needs, going the extra mile to ensure their satisfaction
Deal with and address complaints and difficult customers professionally
Use proper telephone etiquette and understand the drawbacks of over the phone customer service
Provide electronic customer service and follow proper netiquette
Recover difficult customers and manage their own stress/emotions professionally
Influence customers to make a purchase and advise them on their shopping choices

Accreditation

All of our courses are fully accredited. The content of the Managing Customer Excellence course is certified by the CPD Certification Service as conforming to the continuous professional development principles. This course provides you with up-to-date skills and knowledge and helps you to become more competent and effective in your chosen field.

Assessment

At the end of the course, there will be an online assessment, which you will need to pass to complete the course. Answers are marked instantly and automatically, allowing you to know straight away whether you have passed. If you haven’t, there’s no limit on the number of times you can take the final exam. All this is included in the one-time fee you paid for the course itself.

Certification

Once you’ve successfully completed your course, you will immediately be sent a digital certificate. Also, you can have your printed certificate delivered by post (shipping cost £3.99). Our certifications have no expiry dates, although we do recommend that you renew them every 12 months.

Course Curriculum

Module One: Who We Are and What We Do

In module one, we will gain an in-depth understanding of the principles of customer service and the required skills and qualities of customer service providers.

Module Two: Establishing Your Attitude

In module two, we will learn techniques for staying positive and energised through any customer service experience. It covers tips on how to enhance your appearance and the importance of smiling in supporting customers.

Module Three: Identifying and Addressing Customer Needs

In module three, we will explore the basic needs and expectations of customers, with guidance on how to go the extra mile to ensure a satisfactory shopping experience.

Module Four: Generating Return Business

In module four, we will learn some effective strategies and techniques for addressing complaints and turning difficult customers around, developing core communication skills.

Module Five: In-Person Customer Service

In module five, we will learn how to deal with at-your-desk requests, taking a look at body language techniques, as well as the advantages and disadvantages of in-person customer service.

Module Six: Giving Customer Service over the Phone

In module six, we will learn the principles of telephone etiquette, as well as the benefits and drawbacks of providing customer service over the phone.

Module Seven: Providing Electronic Customer Service

In module seven, we will explore the guidelines and rules for netiquette and internet etiquette. It covers tips for eliminating electronic ping-pong, as well as the advantages and disadvantages of electronic communication.

Module Eight: Recovering Difficult Customers

In module eight, we will learn some important anger de-escalation techniques for dealing with difficult customers. It also includes tips for establishing common ground with challenging customers and useful stress management strategies.

Module Nine: Understanding When to Escalate

In module nine, we will explore some challenging situations when dealing with customers, including how to deal with vulgar behaviour, insults, legal and physical threats.