Support your team members by helping them develop the key skills they need to when dealing with the challenges that your company faces every day when having interactions with customers.
Here at Make Me a Plan, we believe that self-development should be as flexible and tailored as possible! We’ve created everything you need to supply you with all the information required to ensure your (and others) wellbeing at work, this is all loaded in the Document Zone. We recognise that different people learn in different ways, so we’ve supplied visual and audio version of the course.
There aren’t any rules: you can read all of the materials, then take the tests if you favour intensive learning. If you prefer to focus for a shorter amount of time, you can study one module at a time and then progress to that module’s test.
Course Format: Downloadable PDF Documents plus Downloadable Audio File version.
Time Needed to Complete:
3 – 5 hours
Who Would Benefit
- Staff working in a team.
- Team leaders wishing to train their staff on customer interaction.
- Team leaders creating induction materials for new staff.
Our Customer Excellence course is perfect for employees, especially those working within a team, looking to improve their experience at work for both themselves and for their colleagues.
This course could also offer valuable information for a team leader hoping to provide training to their team on how to interact with customers and looking for some tips to improve their staff experience and lead their team towards improved customer performance.
Course Objectives
Make Me A Plan prides itself on how we treat our customers, and we would like to pass on what we know about Customer Excellence to you to help you show your customers that choosing you is the best option for them. By the time you have finished this course you will be secure in the knowledge that your customers will have a great journey with you right from the outset.
Duration
We would estimate this course takes between 3 – 5 hours, with each module taking around 35 minutes. We would highly recommend also allowing some time after each module to identify ways to apply the knowledge to your own situation, as this is a great way to get a deeper understanding of the information we have provided.
Course Content
Introduction
An overview of what the course aims are, and what you can expect.
Module 1 – The Fundamentals
When your business takes on a new customer, you want to make sure that their journey with you, from beginning to end, is more than satisfactory.
Module 2 – Effective Communication
Learn how effective communication helps your customers have an excellent customer journey from start to finish.
Module 3 – Complaint Handling
Join us as we run through how having the information detailed within this module to hand will help comprehend complaints and their pathway in your business.
Module 4 – Understanding the Customer
Throughout this module, you will learn how having a set of core values which are based around your views, hopes, goals and fundamental beliefs, set the tone for the behaviour of everyone within the business.
Module 5 – Monitor and Finesse
Get a deep understanding of your employees, especially those who are customer facing or customer handling, have direct interaction with your customer base.
Learning Outcomes
By the end of this course, you will be able to:
- Understand the fundamentals of Customer Excellence.
- Understand the use of effective communication, why it is important and how our tone of voice and emotions come into effect.
- You’ll be given a useful bank of knowledge on Complaint Handling and how to use complaints for the better of your workplace as well as what to do when complaints escalate.
- Use these tools to understand the customer and to draw from everything we introduce you to over this course, so you can monitor and finesse your workplace and its practice
Tests & Certification
At the end of each module, you will have the opportunity to take a quiz to back up the knowledge you have just learned.
For each quiz you complete successfully, you will receive a soft copy certificate (printable PDF) verifying your studies and at the end once you have completed the entire course you will get an official certification certificate from Make Me A Plan.
During your course you will also receive achievement badges along the way, to mark your progress and help you celebrate your goals as you reach them.