Find your new direction

  • 1300 76 2221
  • Australian owned and operated since 2008

Certificate of Strategic Customer Service

$599.00$899.00

Course Outline and Topics

Course Overview

There are few businesses that would survive without customer service, which makes the customer service career path an in-demand one to follow. If you are socially outgoing or sensitive to the needs of others, a customer service role will be rich and fulfilling because you get to make a difference in someone else’s life.

The Certificate of Strategic Customer Service will prepare you for work in a range of complex customer service roles. This online, professional development course covers: multiple communication channels, providing excellent customer service, adhering to key performance indicators and working in a team environment.

This online customer engagement course also builds on the skills needed in customer service positions to achieve the highest level of customer service and product knowledge. You will learn the tools and strategies required to deal with client complaints and how to work well within teams.

On completion of this course, you will have the confidence, knowledge and tools to enhance customer engagement and exceed client expectations.

Course Structure

Unit 1 - Work effectively in customer engagement

  • Customer engagement role
  • Customer satisfaction
  • Inbound / outbound calls
  • Manage personal performance
  • Technological applications
  • Health and safety
  • Consultation
  • Performance appraisals
  • Performance management
  • Ethical employment approach
  • Ethical responsibilities
  • Skills and knowledge
  • Achieving objectives
  • Workplace team
  • Team goals
  • Dealing with conflict
  • Feedback
  • Rewards
  • Planning goals

Unit 2 - Conduct customer engagement

  • Customer engagement
  • Product / service knowledge
  • Contact scripts and guides
  • Enterprise policies and procedures
  • Key performance indicators
  • Equipment proficiency
  • Communication skills
  • Identify the customer
  • Answering the telephone
  • Establish customer needs
  • Questioning
  • Complaints
  • Attitude
  • Identify add-ons
  • Credit checks
  • Software and systems
  • Types of credit
  • Customer information
  • Customer retention
  • Customer enquiries
  • Ethics
  • Information collection
  • Records and disclosure
  • Data quality and security
  • First call resolution

Unit 3 - Prepare for work in a customer engagement environment

  • Customer engagement operations
  • Contact centre roles
  • Help desk
  • Technical support
  • Personal performance
  • Technological applications
  • Information collection
  • Records and disclosure
  • Data quality and security
  • Performance appraisals
  • Ethical responsibilities
  • Skills and knowledge
  • Achieving objectives
  • Workplace team
  • Team goals

Unit 4 - Use multiple information systems

  • Information systems
  • Security protocols
  • Database management system
  • Transaction support
  • Database footprint
  • Clustering
  • Synchronisation
  • Security
  • Customer relationship management
  • Data integrity
  • Auditing and data verification
  • Linking external data
  • Hierarchical filing system
  • Multiple information systems
  • Questioning techniques
  • Workflow processes
  • Accuracy
  • Rectify processing errors
  • Data validation
  • Implementing a resolution
  • Providing feedback

Unit 5 - Develop product and service knowledge for customer engagement operation

  • Develop product knowledge
  • Sources of information
  • Identify product features
  • Pricing
  • After sales service
  • Warranties and agreements
  • Competition
  • Bundling
  • Benchmarking
  • Product features and benefits
  • Rational and emotional benefits
  • Organisational requirements
  • Fair trading

Unit 6 - Coordinate implementation of customer service strategies

  • Assessing customer needs
  • Internal and external customers
  • Customer focus
  • Communicating with customers
  • Market segmentation
  • Communication processes
  • Value proposition
  • The service factor
  • The supply chain
  • Business technology
  • Customer service strategies
  • Lost sales
  • Customer purchasing choices
  • Perceptions of value
  • Benefit purchasing
  • Relationship building
  • Value-adding
  • Innovation and value adding
  • Sales process
  • Promoting service strategies
  • Collecting data
  • Feedback

Assessment

Written assignments and exercises, including short-answer questions, reports/essays and projects. There are no examinations or due dates for assessment.

Benefits

  • Become fully trained and improve your employment opportunities;
  • Recognised nationally and internationally by employers;
  • Study online, anywhere via our elearning system;
  • Access to high-quality courses written by industry experts;
  • Interactive simulations for many programs;
  • All course materials provided online – no textbooks to buy;
  • Unlimited tutor support;
  • Easy to understand course content;
  • Unlimited enrolment with no expiry;
  • Certificate/Statement of Attainment issued for your CV; and
  • Tax deductible in most cases* See your tax advisor.

Payment Information

Certificate Course

,

PAY UPFRONT & SAVE
ENROL TODAY
  • Best value option
  • Includes unlimited access
  •  

$599.00

PAY AS YOU GO
PAYMENT PLAN
  • $150 deposit
  • $30/week
  • No credit checks required

$899.00