Global Certificate in Customer Service Performance Management Techniques

Name: Global Certificate in Customer Service Performance Management Techniques
Price: 149 GBP
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The Global Certificate in Customer Service Performance Management Techniques is a comprehensive course designed to enhance your skills in managing customer service operations. This certification emphasizes the importance of delivering exceptional customer experiences, a critical factor in today's competitive business landscape.

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À propos de ce cours

With the increasing demand for skilled customer service professionals, this course provides learners with essential tools and techniques to improve customer satisfaction, loyalty, and retention. It equips you with the knowledge to design and implement effective performance management strategies, handle customer complaints, and utilize customer feedback to drive continuous improvement. By completing this course, you will not only gain a recognized qualification but also demonstrate a commitment to professional development, enhancing your career advancement opportunities in various industries. This course is your stepping stone to becoming a proficient customer service manager, capable of making a significant impact on any organization's customer service operations.

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Détails du cours

• Customer Service Fundamentals: Understanding the importance of customer service, key principles, and best practices. • Communication Skills: Effective communication techniques for interacting with customers, including listening, questioning, and clarifying. • Handling Customer Complaints: Strategies for managing customer complaints, resolving conflicts, and turning negative experiences into positive outcomes. • Customer Feedback Management: Techniques for collecting, analyzing, and acting on customer feedback to improve service quality and customer satisfaction. • Customer Experience Design: Methods for designing and delivering exceptional customer experiences, including journey mapping and service blueprinting. • Performance Metrics: Metrics for measuring customer service performance, including customer satisfaction (CSAT), net promoter score (NPS), and customer effort score (CES). • Quality Assurance Programs: Methods for implementing quality assurance programs, including call monitoring, evaluation, and coaching. • Customer Service Technology: Overview of customer service technologies, including customer relationship management (CRM) systems, helpdesk software, and chatbots. • Change Management: Strategies for managing change in customer service operations, including process improvement, training, and communication.

Note: The above list of units is not exhaustive and can be modified or expanded based on specific learning objectives or industry requirements.

Parcours professionnel

This section showcases the Global Certificate in Customer Service Performance Management Techniques with a visually engaging 3D pie chart, highlighting relevant statistics such as job market trends, salary ranges, or skill demand in the UK. The chart spotlights four primary roles in the customer service landscape, featuring: 1. **Customer Service Manager**: Representing 25% of the market trend, this role involves leading, coaching, and managing a team of customer service professionals to ensure outstanding customer satisfaction levels. 2. **Customer Support Specialist**: Accounting for 35% of the market trend, these professionals handle customer inquiries and concerns, providing resolutions and ensuring a positive customer experience. 3. **Customer Experience Analyst**: Making up 20% of the market trend, these experts analyze customer interactions and feedback to identify areas for improvement and optimize the overall customer journey. 4. **Quality Assurance Analyst**: Contributing to 20% of the market trend, these professionals evaluate the performance of customer service teams, ensuring adherence to quality standards and best practices. The Google Charts 3D pie chart seamlessly adapts to all screen sizes, offering an interactive and captivating representation of the customer service job market in the UK.

Exigences d'admission

Compréhension de base de la matière
Maîtrise de la langue anglaise
Accès à l'ordinateur et à Internet
Compétences informatiques de base
Dévouement pour terminer le cours

Aucune qualification formelle préalable requise. Cours conçu pour l'accessibilité.

Statut du cours

Ce cours fournit des connaissances et des compétences pratiques pour le développement professionnel. Il est :

Non accrédité par un organisme reconnu
Non réglementé par une institution autorisée
Complémentaire aux qualifications formelles

Vous recevrez un certificat de réussite en terminant avec succès le cours.

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GLOBAL CERTIFICATE IN CUSTOMER SERVICE PERFORMANCE MANAGEMENT TECHNIQUES

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qui a terminé un programme à

UK School of Management (UKSM)

Décerné le

05 May 2025

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