Executive Development Programme in Goal-oriented Customer Service

Name: Executive Development Programme in Goal-oriented Customer Service
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The Executive Development Programme in Goal-oriented Customer Service is a certificate course designed to empower professionals with the necessary skills to deliver exceptional customer experiences. In today's competitive business landscape, customer service has become a critical differentiator, driving the need for skilled customer service professionals.

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AboutThisCourse

This programme emphasizes the importance of goal-oriented customer service, teaching learners how to set and achieve customer service objectives that align with their organization's goals. It provides participants with a deep understanding of customer needs and behavior, enabling them to deliver personalized and efficient service. The course also covers essential skills such as communication, problem-solving, and conflict resolution, which are vital for career advancement in customer service roles. With the growing demand for exceptional customer service, this programme is essential for any professional seeking to enhance their skills and advance their career in this field. By the end of the course, learners will have the tools and knowledge to deliver exceptional customer service, drive customer loyalty, and contribute to their organization's success.

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CourseDetails

• Understanding Goal-oriented Customer Service: This unit will cover the basics of goal-oriented customer service and its importance in building customer loyalty and satisfaction. It will also discuss the benefits of having a goal-oriented approach in customer service.

• Setting SMART Goals in Customer Service: This unit will teach learners how to set SMART (Specific, Measurable, Achievable, Relevant, Time-bound) goals in customer service. It will also discuss the importance of tracking progress towards these goals.

• Effective Communication in Customer Service: This unit will cover the best practices in communication when dealing with customers, including active listening, empathy, and clear and concise language.

• Managing Customer Expectations: This unit will discuss how to set and manage customer expectations in order to avoid disappointment and build trust. It will also cover strategies for dealing with difficult customers and conflict resolution.

• Customer Service Metrics and Analytics: This unit will cover the key metrics and analytics used to measure the effectiveness of a customer service team. It will also discuss how to use data to improve customer service and drive business results.

• Building a Customer-centric Culture: This unit will discuss the importance of creating a customer-centric culture within an organization. It will cover strategies for aligning customer service goals with overall business objectives and creating a positive customer experience.

• Leadership and Team Management in Customer Service: This unit will cover the best practices in leading and managing a customer service team, including coaching, training, and performance management.

• Leveraging Technology in Customer Service: This unit will discuss the role of technology in customer service, including the use of CRM systems, chatbots, and social media. It will also cover the importance of data security and privacy in customer service.

• Innovating in Customer Service: This unit will encourage learners to think creatively about customer service and explore new and innovative approaches to meeting customer needs.

CareerPath

In the ever-evolving UK job market, goal-oriented customer service roles are gaining significant attention. These roles not only focus on addressing customer needs but also drive growth and profitability through tailored sales strategies. The following 3D pie chart showcases the increasing demand for various roles within this niche, based on the latest industry data and trends. Customer Service Manager positions take the lead with a 35% share, demonstrating the growing need for skilled professionals to oversee customer service operations and ensure consistent performance, training, and development. Customer Service Team Leader roles follow closely, representing a 25% share, which highlights the importance of efficient team management and coordination in delivering top-notch customer experiences. Customer Service Representative positions capture 20% of the market, emphasizing the need for effective communication and problem-solving skills to foster customer loyalty and satisfaction. Sales & Customer Service Advisor roles make up 15% of the market, showcasing the value of versatile professionals capable of balancing customer support and sales tasks. Finally, the Customer Service Supervisor category comprises 5% of the market, reflecting the demand for professionals to monitor daily operations, manage team performance, and maintain quality standards. This visual representation sheds light on the current landscape of goal-oriented customer service roles in the UK, offering insights on job market trends, salary ranges, and skill demand. By understanding these dynamics, professionals can make informed decisions regarding their career paths and further development.

EntryRequirements

BasicUnderstandingSubject
ProficiencyEnglish
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FastTrack GBP £140

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ThreeFourHoursPerWeek
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StandardMode GBP £90

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TwoThreeHoursPerWeek
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EXECUTIVE DEVELOPMENT PROGRAMME IN GOAL-ORIENTED CUSTOMER SERVICE

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London College of Foreign Trade (LCFT)

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05 May 2025

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