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Level 4 Diploma in Customer Handling

94.6% New

Customer Handling is a difficult task in business development, but this diploma in customer handling make learner able to develop skills to adapt to the challenges difficult customers pose and extend these skills to handling difficult people and situations throughout your daily life. UKPDA is one of the Leading Online Customer Handling Diploma providers in the United Kingdom, and Customer Handling Diploma includes 6 important modules that teach the learner about their need and succession in their professional life.

Course Outline

Module Outline

Module 1: Customer Service

  • State what customer service means in relation to all your customers, both internal and external
  • Recognise how your attitude affects customer service
  • Identify your customers’ needs
  • Use outstanding customer service to generate return business
  • Build goodwill through in-person customer service
  • Provide outstanding customer service over the phone
  • Connect with customers through online tools
  • Deal with difficult customers

Module 2: Customer Support

  • Define customer support
  • Know the different venues for customer support
  • Recognise the challenges of customer support
  • Learn different applications
  • Know proper forms of documentation
  • Learning to be proactive in customer support

Module 3: Handling Difficult Customers

  • Cultivate a positive attitude
  • Manage internal and external stress
  • Develop abilities to listen actively and empathise
  • Build a rapport with customers in person and over the phone
  • Understand the diverse challenges posed by customers
  • Develop strategies to adapt to challenging circumstances

Module 4: Communication Strategies

  • Understand what communication is
  • Identify ways that communication can happen
  • Identify barriers to communication and how to overcome them
  • Develop their non-verbal and par verbal communication skills
  • Use the STAR method to speak on the spot
  • Listen actively and effectively
  • Ask good questions
  • Use appreciative inquiry as a communication tool
  • Adeptly converse and network with others

Module 5: Contact Center Training

  • How to get management involved in training.
  • Why peer training works.
  • That manners are important with a contact centre.
  • How to build rapport with the callers.
  • How to deal with difficult customers.

Module 6: Call Center

  • Define and understand call center strategies.
  • Identify different types of buying motivations.
  • Create SMART Goals.
  • Familiarise myself with strategies that sharpen effective communication.
  • Use proper phone etiquette.
  • Set benchmarks.

Course / Training Format

After successful enrolment, learner will get access to UKPDA Learning Platform, where all the study material / Training Manual will be available. Learning Platform can be accessed 24/7 anywhere, anytime.

Training Manual contains several modules, each having specific knowledge and case study at the end. All the courses material will be in the form of texts (images/illustrations), and there are no video or live lectures during the training course.

The Test (MCQ’s) will be based on modules of Training Manual.

Assessment

After studying through the training manual, Learner will have to attempt Final Test (online multiple-choice test – 2 attempts), if necessary, may attempt the test third times at no extra cost. Your test will be assessed automatically and straightaway so that you will directly know whether you have been successful or not. The passing score is 75%. You can retake the Test in the case of not being successful at first attempt.

Before attempting your Final Test, you will have the opportunity to test your proficiency with a Mock Test (online multiple-choice test – Unlimited attempts).

All test(s) / Assessment(s) are online and are taken either through or after the course; these are included in the course price.

Duration

The minimum time period to complete this training is 4 Weeks. But it is self-paced course, and the duration of completion depends on the learner’s pace and ability to give time to study.

Learners will have access to their Training via Learning Platform for up to 12 months from the date of enrolment. During this period, flexibility will be given to learners for completing the course at any time.

Certification

Upon successfully passing the Final Assignment(s) / Final Test Learner needs to pay for Certificate of Completion from UKPDA either in PDF format or Hardcopy.
Certificate of Completion (PDF format) = £37
Certificate of Completion (Hardcopy) = £55 + postage charges £9

Duration 4 Weeks - 12 Months
Level Professional
Study Method Online – Self-Paced
Start Date Enrol Today
Price £595.00 £32.00

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