Global Certificate in British Customer Service Practices

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The Global Certificate in British Customer Service Practices is a comprehensive course designed to enhance your customer service skills with a distinct British flair. This certification highlights the importance of exceptional customer service in today's global economy and the specific nuances of British customer service practices.

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In an era where customer experience significantly influences business success, this course is in high demand across various industries. It equips learners with essential skills such as effective communication, problem-solving, and conflict resolution, all within the context of British cultural norms and expectations. By earning this certificate, you demonstrate a commitment to providing outstanding service, which can lead to career advancement opportunities and increased professional credibility. This course is your gateway to mastering global customer service standards and excelling in the dynamic world of British business.

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تفاصيل الدورة

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• British Customer Service Practices: Overview of the key principles and approaches that underpin excellent customer service in Britain. This unit will cover cultural nuances, communication styles, and service expectations of British customers.
• Listening and Communication Skills: This unit will focus on effective listening and communication techniques that are essential for delivering excellent customer service. It will cover verbal and non-verbal communication, active listening, and adapting communication styles to different audiences.
• Handling Customer Complaints: This unit will cover best practices for handling customer complaints, including effective problem-solving, empathy, and de-escalation techniques. It will also cover how to use feedback to improve customer service and business operations.
• Building Customer Relationships: This unit will cover strategies for building and maintaining long-term customer relationships, including personalization, proactive communication, and loyalty programs. It will also cover how to use customer data to deliver personalized and relevant experiences.
• Telephone and Digital Customer Service: This unit will cover best practices for delivering customer service through telephone and digital channels, including email, social media, and live chat. It will cover how to handle high-volume digital interactions, build rapport through virtual communication, and use digital tools to enhance the customer experience.
• Customer Service Leadership: This unit will cover the role of leadership in delivering excellent customer service, including how to create a customer-centric culture, manage customer service teams, and use data and analytics to drive continuous improvement. It will also cover how to handle difficult customer interactions and provide feedback to team members.
• Accessibility and Inclusion in Customer Service: This unit will cover the importance of accessibility and inclusion in customer service, including how to provide equal access and opportunities for customers with disabilities, cultural and linguistic diversity, and other accessibility needs. It will also cover how to use inclusive language and communication strategies to create a welcoming and inclusive environment for all customers.
• Managing Customer Service Operations: This unit will cover best practices for managing customer service operations, including workforce management, quality assurance, and process improvement. It will also cover how to use technology

المسار المهني

In the UK, the demand for customer service professionals is on the rise, with various roles available in diverse industries. This 3D Pie chart shows the percentage distribution of some popular customer service roles in the British job market. Customer Service Managers take charge of managing teams, setting goals, and ensuring customer satisfaction. With a 15% share, this role requires strong leadership, communication, and problem-solving skills. Customer Service Team Leaders (12%) manage smaller teams and often serve as the first point of contact for customer queries. They need excellent supervisory skills and a knack for resolving conflicts efficiently. As the most in-demand role, Customer Service Representatives (40%) handle customer complaints, process orders, and provide product information. They need a solid understanding of customer service practices and the ability to multitask. Customer Support Specialists (20%) deal with more technical queries and play a vital role in maintaining customer satisfaction. They require technical expertise, patience, and empathy. Sales Support Agents (13%) facilitate sales efforts by providing administrative assistance and addressing customer concerns. Essential skills include time management, communication, and a customer-centric mindset.

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المسار السريع: GBP £149
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GLOBAL CERTIFICATE IN BRITISH CUSTOMER SERVICE PRACTICES
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الذي أكمل برنامجاً في
UK School of Management (UKSM)
تم منحها في
05 May 2025
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