Customer Service Mastery – Online Training Package – CPDUK Accredited

Customer Service Mastery – Online Training Package – CPDUK Accredited

Customer Service Mastery - Online Training Package - CPDUK Accredited - Mandatory Compliance UK -

Customer Service Mastery – Online Training Package – CPDUK Accredited

£49.99

In stock

£49.99

Mandatory Compliance is a leading UK provider of accredited online training courses for health and social care professionals and organisations that are approved by the CPD Certification Service (CPDUK), RoSPA, IATP, IFE, IIRSM and Gatehouse Awards.

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Customer Service Mastery - Online Training Package - CPDUK Accredited.

Customer Service Mastery -eLearning Courses - CPDUK Accredited - Mandatory Compliance UK -

Welcome to our online Customer Service Mastery training package. All our online training courses, programmes and qualifications are accredited by the CPD Certification Service (CPDUK).

No matter what your business makes or sells, providing a pleasant customer service experience is essential for keeping clients around. That means that your customer service representatives need to be correctly trained to make your business stand out in the competitive world and handle even the most difficult situations.

This online Customer Service Mastery training package will help you acquire knowledge that will help improve your communication, emotional intelligence, and problem-solving skills. This online package will get you thinking about customer service, why it is so important, and how you can provide better and more consistent service across your company.

Entry requirements - no prerequisites required

Assessment type - Complete end of course assessment (80% needed to pass and gain CPD certificate)

Certification/Qualification - Downloadable CPD certified certificate

Cost(s) of assessment and certification - Assessment and certification costs included in the course price

Course accreditation - CPD Certification Service (CPDUK)

Who is the course for?

This online Customer Service Mastery training package is ideal for anyone starting a career in a customer-facing role and needs to quickly build essential knowledge. This training package will teach you how to improve your communication, emotional intelligence, and problem-solving skills.

Course content

This online Customer Service Mastery training package includes the following modules:

  • Using the Right Language training module
    • Unit 1: What is right and wrong language
    • Unit 2: What are the benefits of using the right language
    • Unit 3: How to use the right language
  • Nurturing Customer Relationships training module
    • Unit 1: Why good customer relationships are important
    • Unit 2: What makes a good customer relationship
    • Unit 3: How to develop and nurture excellent customer relationships
  • Practising Positivity training module
    • Unit 1: How being positive affects your attitude
    • Unit 2: How to think positively
    • Unit 3: How to interact positively with every customer
    • Unit 4: How to demonstrate positive problem-solving
  • Achieving Clarity training module
    • Unit 1: How to listen to customers
    • Unit 2: How to organise information so that it is easily understood
    • Unit 3: How to use clear language in conversations
  • Maintaining Composure training module
    • Unit 1: What are some ways to detach yourself but remain empathetic
    • Unit 2: How to use techniques to diffuse difficult situations calmly
    • Unit 3: How to develop ways to control your stress levels
  • Maintaining CS Across Channels training module
    • Unit 1: People’s expectations of a good customer experience
    • Unit 2: The differences between Customer Service and Customer Experience
    • Unit 3: What multiple channels are, and how service should flow between them
    • Unit 4: How to maintain context across channels
    • Unit 5: Finding the balance between online and human interaction
  • The Importance of Brand training module
    • Unit 1: The meaning of a ‘brand’
    • Unit 2: How branding affects the consumer
    • Unit 3: Why it is important to breathe your brand
    • Unit 4: How lack of brand knowledge creates a bad customer experience
    • Unit 5: How to train teams on your brand
  • Customer Relationships training module
    • Unit 1: Reading a situation
    • Unit 2: Reading your customer’s body language
    • Unit 3: Beginning a conversation confidently
    • Unit 4: Understanding communication etiquette – what can and cannot be said
    • Unit 5: Ending a conversation
    • Unit 6: Dealing with difficult situations
    • Unit 7: Following up with a customer
  • Customer Loyalty training module
    • Unit 1: The importance of customer retention (for new and existing customers)
    • Unit 2: How to create and maintain loyalty
    • Unit 3: The effectiveness of word of mouth
    • Unit 4: How to build brand ambassadors
  • Effective Problem Solving training module
    • Unit 1: Understanding the customer’s point of view
    • Unit 2: How to communicate effectively
    • Unit 3: Finding the balance between company policy and satisfying the customer
    • Unit 4: How to manage the customer’s expectations
    • Unit 5: How to find solutions and follow-up on inquiries
  • Handling Complaints Gracefully training module
    • Unit 1: What a complaint is and why you should listen
    • Unit 2: How to react to a complaint appropriately
    • Unit 3: How to assume positive intent
    • Unit 4: The difference between an apology and sincerity
    • Unit 5: How to resolve problems effectively
    • Unit 6: The value of compensation
    • Unit 7: How to use complaints to the company’s advantage
  • Cross-selling and Up-selling training module
    • Unit 1: The importance of knowing your product
    • Unit 2: Different methods of upselling or cross-selling
    • Unit 3: When to know if it is the right time to upsell or cross-sell
    • Unit 4: How to choose the appropriate method (upselling or cross-selling) for different channels
    • Unit 5: How to use appropriate pricing systems
    • Unit 6: Why it is important to focus on customer service rather than sales
  • Managing Customers Expectations training module
    • Unit 1: How to set achievable goals
    • Unit 2: How to offer promises about deliverables
    • Unit 3: How to align customer and business goals
  • Technology training module
    • Unit 1: Identify the differences between tangible technology and intangible technology
    • Unit 2: Understand connected personalisation
    • Unit 3: Know what technology will make your customers’ lives easier
    • Unit 4: Put the customer ahead of data (GDPR)
    • Unit 5: Outsource technology
  • Going beyond Customer Service training module
    • Unit 1: The life cycle of customer service
    • Unit 2: How to use ‘out of the box’ thinking specific to your brand
    • Unit 3: How to personalise without annoying your customers
    • Unit 4: Top tips from business CEOs on how to go above and beyond
    • Unit 5: What is ‘High touch’ customer service.

Customer Service Mastery - Online Training Courses - CPD Accredited - Mandatory Compliance UK -

 

Customer Service Mastery - Online Training Package - CPDUK Accredited.

Course aims

This online Customer Service Mastery training package aims to:

  • Help you gain the knowledge needed to use the right language, nurture customer relationships and maintain composure
  • Educate, inspire, and stick with your team long after they’ve hit the complete button.
  • Teach you what customer service is, why it’s so important, and how you can provide better and more consistent service across your company. 
  • Help you improve your communication, emotional intelligence, and problem-solving skills.

Learning objectives

On completion of this Customer Service Mastery eLearning package, the learner will be able to:

  • Discuss the difference between Customer Service and Customer Experience
  • State what multiple channels are and how service should flow between them
  • Outline the importance of reading a situation
  • Demonstrate communication etiquette – what can and cannot be said
  • Point out the importance of customer retention 
  • Explain how to build brand ambassadors
  • Justify understanding the customer’s point of view
  • Explain the need to know the right time to upsell or cross-sell
  • Discuss the importance of focusing on customer service rather than sales
  • Identify the differences between tangible technology and intangible technology
  • Justify putting the customer ahead of data (GDPR).

Learning outcomes

The learning outcomes of this Customer Service Mastery e-learning package are to:

  • Differentiate between Customer Service and Customer Experience
  • Find the balance between online and human interaction
  • Identify how branding affects the consumer
  • State how lack of brand knowledge creates a bad customer experience
  • Outline the importance of a customer’s body language
  • Justify following up with a customer
  • Explain the effectiveness of word of mouth
  • Justify the need to find a balance between company policy and satisfying the customer
  • List the different methods of upselling or cross-selling
  • Identify the technology that would make your customers’ lives easier.

Why is this Customer Service Mastery training package essential?

This online Customer Service Mastery training package will equip you with crucial knowledge and skills to keep afloat in this competitive business world by imparting critical online customer service knowledge,  skills, and attitudes. 

You will go through topics like: ‘Maintaining Customer Service Across Channels, Going Beyond Customer Service, Handling Complaints Gracefully, The Importance of Brand, Nurturing Customer Relationships’ among others through the utilisation of ‘Technology’.

Customer Service Mastery - Online Training Courses - CPD Accredited - Mandatory Compliance UK -

Customer Service Mastery - Online Training Package - CPDUK Accredited. 

Health & Social Care eLearning Courses - Online Training Courses - Leading UK Providers - CPDUK Accredited
Online Health and Social Care Training Courses

After completing the end of course assessment with a passing rate of 80%, you will be able to download, save and/or print a quality assured CPD certificate.

You will be able to print or save your quality assured certificate in PDF format from your learner profile.

If you require a hard copy of your certificate, this will cost £8.00. The certificate will be dispatched to you within 48 hours of completing the course.

This certificate does not have an expiration date. However, based on industry best practice guidelines, the recommended renewal period for the training is three years. The recommended renewal date will be indicated on your certificate.

All our eLearning courses and training programmes are externally peer-reviewed and approved by the CPD Certification Service (CPDUK). These courses comply with the universally accepted Continuous Professional Development (CPD) guidelines. Our CPD certificates are recognised internationally and can be used to provide evidence for compliance and audit.

Our online courses and programmes range from introductory modules at Level 1 (awareness/beginner) to advanced and expert modules up to Level 6.

Our e-learning modules count towards CPD hours for professionals in various sectors as well as meeting mandatory and statutory requirements (where relevant).


Yes, there is an end of course assessment. After completing the learning materials, you will be redirected to the ‘End of Course Assessment’ section.

You will be asked to answer 20 questions. These questions are a combination of single and multiple choice questions, reordering answers, filling in the blanks and open answers.

To pass the end of course assessment, you must achieve a passing rate of 80% or more.

You can retake the end of course assessment as many times as required.

No. There will be no extra charges for reattempting the end of course assessment.

Yes, you can download a digital CPD certificate in PDF format after completing the end of course assessment. You can save or print your certificate from your learner profile.
Online Health and Social Care Training Courses - E-Learning Providers - CPDUK Accredited elearning Courses

 

Online Health and Social Care Training Courses - E-Learning Providers - CPDUK Accredited elearning Courses.
Health & Social Care eLearning Courses - Online Training Courses - Leading UK Providers - CPDUK Accredited

Health and Social Care Training Courses

The Mandatory Training Group is an accredited and trusted leading provider of statutory and mandatory training for health and social care providers across all UK regions.

Established by qualified health and social care professionals, we have extensive experience in various NHS, private and education sectors. Click here to see our full range of accredited courses, programmes and qualifications.


Staff working in health and social care environments must ensure that they complete appropriate statutory and mandatory training to provide safe and effective services.

Our health and social care training courses, programmes and qualifications were designed to provide effective learning and development opportunities for staff at all levels. Our packages include induction training, statutory and mandatory courses and continuing professional development (CPD).


Our statutory, mandatory and specialist health and social care training courses are delivered in line with the relevant UK legislation and recommended practice and standards including:

  • Continuing Professional Development (CPD)
  • Care Quality Commission (CQC)
  • Health and Safety Executive (HSE)
  • National Institute for Health and Clinical Excellence (NICE)
  • Qualifications and Credits Framework (QCF).

We provide over 500 online CPD accredited training courses, programmes and qualifications. These course materials were developed to meet the needs of individuals and organisations from both the NHS and private sectors.

Some of the key benefits include health and social care workers to meet both their responsibilities and job roles, which are ideal for induction, awareness, knowledge and refresher training.

  • Online, self-paced training
  • 24-hour learner support
  • High-quality interactive courses
  • Intuitive learning management system
  • Complete modules within 1-2 hours
  • Meet organisational mandatory training needs
  • Meet training requirements for statutory training
  • Instant digital CPD certificates on completion
  • Meet current UK legislation and guidelines
  • Over 500 CPD courses covering multiple business sectors
  • Free blended learning environment (BLE) for all organisations.

You will need access to a desktop computer, laptop, tablet or smartphone device to complete these online courses. You can start, pause/stop and return to where you left off.

Our courses utilise responsive design features, making them available on any device of your choice.


Online email and chat support are available to enrolled students while studying to help clarify any questions.

All the courses are accredited by the CPD Certification Service (CPDUK). The Mandatory Training Group is an accredited corporate provider of E-Learning courses, programmes and qualifications across all sectors. Click here to see our CPDUK accreditation.

The CPD certificates, awarded upon successful completion, can be used to log your hours against.

Online Health and Social Care Training Courses - E-Learning Providers - CPDUK Accredited elearning Courses

 

Online Health and Social Care Training Courses - E-Learning Providers - CPDUK Accredited elearning Courses.
Health & Social Care Mandatory Training Courses

To enrol on this e-learning course, please add the course to your basket. From there, you will be redirected to our secure checkout page to complete your booking.

If you are booking the course for someone else, please state their name(s) in the 'notes' section of the basket. You will be able to enrol the course to the learner from your profile.

Once your payment has been confirmed, you will receive a booking confirmation email with a receipt. Immediately after purchase, you will receive an email with further instructions and unique login credentials to access your learner account. Next, you will need to follow the instructions and login to your learner account.

Our courses are divided into six units. You can either read or listen to the course materials. At the end of each unit is a 'knowledge check' section. This section helps the learners remember what they have learnt.

Our online training courses can be completed on your desktop computer/Mac, laptop, tablet or mobile device. These online courses are easily accessible as long as there is an internet connection.

These online training courses are self-paced. Therefore, learners have full control and flexibility on when they wish to complete the material.

There is no deadline for completion. The course will expire from a learner's account after 365 days, whether it has been accessed or not.

Yes. All end of course assessments are completed online.

Learners are required to achieve a passing rate of 80% or more to complete the course and gain a CPD certificate.

To obtain your certificate, you need to complete the end of course assessment first. A passing rate of 80% or more is required to gain a CPD certificate.

Obtained certificates can be downloaded from the learner's profile page.

We want you to be completely satisfied with your training. Thus, we offer a 14-day money-back guarantee if you are not 100% satisfied.

To request a refund, you should email our Support Team with your receipt stating why you would like to be refunded. Any courses that have been completed and those with certificates will not be valid for a refund.


Yes, you can access the learning materials from any electronic device that has an internet connection. However, we recommend that you use a desktop or laptop device for the best learning experience. These online courses can also be taken on tablet and mobile devices, such as iPads, iPhone and Android mobile phones.

For the best possible experience, we recommend that learners use Google Chrome, Microsoft Edge, Internet Explorer 11 or Firefox. Please ensure no updates are pending on your browser.

There is no estimated completion time for this course. Learners can study in their own time at their speed. Learners may pause, leave and come back to the system to continue the training at any time.

The CPD hours depend on how long each learner takes to complete the course materials and assessments. Each course will indicate the anticipated completion time. This gives a general indication of the CPD hours for those who are required to submit their continuing professional development hours.

 

Online Health and Social Care Training Courses - E-Learning Providers - CPDUK Accredited elearning Courses.

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