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About This Course

Dealing with customer issues is a delicate balancing act. You must meet the customer’s needs without compromising your company’s policy and find a way forward that satisfies all the parties involved. And it’s not easy. That’s why Customer Service: Difficult situations – a guide to dealing with problems has been created: to light the way when it comes to navigating difficult situations so that you’re able to keep your cool and respond appropriately, whilst keeping in mind the customer and your company’s best interests. With the help of this online course, you’ll never be daunted by a tricky situation again. 
 

Who is this course for?
Customer Service: Difficult situations – a guide to dealing with problems is designed for anyone working in customer service who wishes to learn how to cope with, and resolve, difficult situations and customer issues. 
 

What will you get from this course?
Customer Service: Difficult situations – a guide to dealing with problems will equip you with the knowledge and skills to deal with difficult customers and situations. You will adhere to complaint procedure and be able to resolve customer issues quickly where possible. You will also be able to identify recurring issues and create solutions to avoid these in the future.
 

When you have completed this course, you will be able to:
  • Record customer problems
  • Respond positively to complaints
  • Use all the resources available to help you find solutions
  • Recognise the importance of complaint procedure 
  • Take action to resolve complaints 
  • Understand why problems recur and how to resolve these  
  • Keep the customer involved and informed 
  • Confidently deal with situations where the issues cannot be resolved
  • Demonstrate your commitment to customer service 

Course features 
  • Interactive, audio-led content with videos for an engaging study programme 
  • Practice activities and scenario-based exercises to test your understanding 
  • Advice and tips from experts in the customer service sector 
  • Additional course resources to take your study further 
  • Glossary of useful terms and phrases 

Syllabus

  • Get the basics – solving immediate problems, identifying repeated problems and finding solutions 
  • Show you know – put your understanding of finding acceptable solutions to the test with a scenario-based exercise 
  • Get the context – see your learning about finding a solution which satisfies the customer, meeting customer needs without compromising policy, noticing a pattern and improving working relationships being applied in the real world 
  • Take it further - consolidate your knowledge by exploring additional resources 
  • Gather the evidence - understand the process of gathering evidence for your qualification

Accreditation

This course has been accredited by Online Academies. On successful completion of this course you will be able to download or print off a PDF of your Online Academies Certificate (please note: you will also be given the opportunity to have a hard copy of the certificate printed off and posted out to you for a small additional charge). If you would like to view a sample of the certificate, please click here.

On completion of your course you will also be able to have your certificate endorsed and accredited by the CPD Certification Service for recognised CPD Hours.

The CPD Certification Service was established in 1996 as the leading independent CPD accreditation institution operating across industry sectors to complement the Continuing Professional Development policies of professional institutes and academic bodies. The CPD Certification Service provides recognised independent CPD accreditation of our courses.

 

Assessment

At the conclusion of each module there is a multiple choice question assessment. This will help you remember the main points of the lesson and act as a check that you have retained the essential knowledge and understanding of that particular section. The results can be seen instantaneously and you can correct wrong answers. When the result is satisfactory you can progress to the next module.

Course Outcomes

Once you have successfully completed all the modules for your course you will be awarded:

A Diploma issued by Online Academies

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Once you have enrolled on your chosen course above, you will be given an additional 75% OFF voucher which you can use to get another course. You can share it with your friends and family or use it yourself to build your portfolio of qualifications to make your CV stand out. Your code will be given to you once you have enrolled on your first course.

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Payment Options Pay in Full Pay using 0% APR Instalments Plan
Deposit £199.99
£49.99
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Total Price £199.99
£49.99
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£199.99
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