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Take This Course
- £21.00
- 1 year
- Beginner
- Course Certificate
- Number of Units109
- Number of Quizzes0
- 21 hours, 4 minutes Gift this course
Overview
Client service managers, also known as customer care managers and client relations managers, are responsible for handling client queries and complaints in a professional and helpful manner. They also implement strategies for improving customer service and manage clients. If you’re considering a career in client service management, then this Client Services Manager course is for you.
In this course, you will learn the value of excellent customer service, master the art of business communication and learn how to identify your clients’ needs. You will also get step-by-step training on how to resolve client queries, complaints and requests. Throughout, you will develop your business communication skills, to be able to build and maintain strong working relationships that will leave lasting impressions.
Your Learning Goals:
- Maintain strong working relationships with clients and understand their needs
- Be able to implement effective customer service policies and procedures
- Sharpen your active listening and interpersonal communication skills
- Learn how to monitor and measure customer service satisfaction levels
- Understand how to deal with client requests and queries professionally
- Master the art of business communication with our step-by-step training
- Familiarise with the goal-setting process and how to create practical targets
- Take steps to become a fully certified client services manager and enrol today!
Who is this Course for?
This training program is suitable for those who work in client-facing roles and want to take their knowledge to the next level by progressing to management level.
Method of Assessment:
Upon completion of the course, you will be required to sit for an online multiple-choice quiz based assessment, which will determine whether you have passed the course (60% pass mark). The test will be marked immediately and results will be published instantly.
CPD Certificate from Course Gate
At the successful completion of the course, you can obtain your CPD certificate from us. You can order the PDF certificate for £9 and the hard copy for £15. Also, you can order both PDF and hardcopy certificates for £22.
Career path
On successful completion of this course, learners will have the practical skills and knowledge to progress to senior client-based roles such as:
- Client Services Manager
- Client Services and Events Administrator
- Head of Client Services
- Client Services Coordinator
- Service Delivery Manager
- Client Services Consultant
Course Curriculum
| ***Customer Service Training*** | |||
| 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 | 00:06:00 | ||
| 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 Format | 00:08:00 | ||
| 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 | 00:05:00 | ||
| 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 Up999 | 00:07:00 | ||
| ***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 | ||
| Certificate and Transcript | |||
| Order Your Certificates or Transcripts | 00:00:00 | ||
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Take This Course
- £21.00
- 1 year
- Beginner
- Course Certificate
- Number of Units109
- Number of Quizzes0
- 21 hours, 4 minutes Gift this course
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