Customer Service Management

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$389

AUD

35% off

$599 AUD

Quick Facts

Delivery Method Online
Professional Certificate
24hrs Suggested Study Time
3 Months Access
Tutor Support
Study On Any Device
3439 Students

Become indispensable to any organization by understanding how to identify and meet customer needs.

As a manager, you probably interact with customer service personnel every day. But are you empowering your organisation with quality customer service suggestions? In this self-paced online course, you'll discover the dynamite methods for bringing out the best in your team, measuring customer service, and learning what you need to do to anticipate the needs of your reps and your customers. As an added bonus, you'll unlock the power of leading by example and setting new trends for customer service in your growing business.

You may already understand that top-notch customer service begins with knowing your customers and their needs, but do you know how to evaluate those customers, or better yet, what to do with the data once you have it? We'll take a look at that, as well as identify how your customer service stacks up right now, and how you can build on even the sharpest of service policies. Plus, learn how to communicate, resolve complaints, and foster winning traits in each of your reps.

Courses are delivered to you through expertly executed lessons, online instruction and interaction with like-minded students. Our courses are designed to deliver all of the benefits of studying in a classroom whilst giving you the flexibility to study at a time and place to suit your needs. You can access your classroom 24/7 from any device with an internet connection.

This course has a 3 month duration. You'll complete comprehensive lessons, quizzes and assignments before submitting your final exam at the end of the course to achieve your certificate. Courses must be completed within the 3 month access period.

Do you know what winning customer service looks like? If you're like most of us, you know it when you see it, but you may not be able to replicate it easily within your organization. Well, that will soon change as you learn what it takes to provide the best service the first time.

Customers are complex and multidimensional. But the success of your organization depends on how well you understand what customers want and meet their needs. So let's get to work finding out who your customers are and how you can serve them best.

If you've ever handled a customer complaint, you know how expectations play a large role in ultimate customer satisfaction. Learn what motivates customers and the best way to appeal to them the right way, the first time.

A lot of organizations still have the <em>so what</em> mentality when it comes to superb customer service. But you won't be one of them, will you? There are a lot of benefits to ramping up your customer service, the least of which is making your current customers happy. Discover the secrets today.

If you're like a lot of people, you've probably noticed that in some places, on some days, customer service seems to be a laughable misnomer. Ironically, the better our service, the greater our collective expectations for high quality follow-through and innovation. Learn about the decline and revival of customer service and see what you can do to capitalize on consumer expectations.

Customers are happy when they get the right combination of product, price, and information. When you make the product available at the right time and place, you have a winning marketing mix—also known as the 4P's (product, price, place, and promotion). Today, you'll see how you can help your organization grow by harnessing the power of the P.

You may know already which of your reps are top performers, and which of them are lackluster. But do you know how to cultivate the best qualities in every rep on your team? You will after reading this lesson! Unlock the secrets to dangerously efficient and friendly customer service today.

It's great to know how to cultivate better service and how to pick the right team members, but it's also important to know how you measure the customer service you already provide every day. Join us for a simplified, user-friendly tour of the measurements and math behind your customer service counter.

Your success in satisfying customers largely depends on the level of your communication skills. So in this lesson, we'll discuss the importance of clear and direct communication. Plus, you'll find out how to solve communication problems, especially the ones that happen all the time when you're doing business over the phone.

Today, you'll learn how to revive a troubled customer service program, deal with upset customers, and use technology to simplify your job duties. We'll also go over the steps to take when you face a difficult customer and review the use of call centers, e-mail, and the Internet.

Your team of customer service personnel could probably stand a little more training and a lot more encouragement. Luckily, you'll soon know how to take your employees to the next level with motivation strategies that really work.

As we close our course, it's important to reflect once again on how vital our customer service reps are to the company. Learn the best ways to reward and motivate them to treat their jobs as careers, and their customers as friends. As we all know, you only have one chance to make a first impression, and you don't want to waste it being busy or rude!

Tony Swaim

Tony Swaim has helped many clients, colleagues, and students reach their professional and personal goals. He has been an online instructor since 1998 and has taught at colleges and universities across the United States since 1981. His focus areas ... Read more

Read Tony Swaim's Profile

Frequently Asked Questions

Once you've made the payment, we'll send you a confirmation email with a link to start your course. Feel free to get started whenever you're ready!

You'll have 3 months access to your course. In that time you are free to study at your own pace. The course duration is 24 hours.

Online learning is a flexible way to study that fits around your schedule, giving you the freedom to learn at your own pace from anywhere in the world. You'll have 3 months to complete the course and can take the multiple-choice questions and final exam whenever it suits you.

If you need help, you can contact us anytime. You can also join the discussion area where you can interact with other students. The discussion area for each lesson is open for the entire duration of the course.

Of course! We offer a 7-day money back guarantee. As long as you haven't completed the course, you can get a full refund within 7 days of enrolling.

We do not offer extensions or transfers for this self-paced course. However, you will have 3 months to complete the course, and if you need to cancel within the first 10 days of enrolment, we offer a money back guarantee.

What people are saying about our courses

I enjoyed the Managing Customer Service course. It was well written and easy to follow. Tony Swaim did an excellent job in keeping the material informative, yet interesting and fun. I found the course useful as a refresher and also gained insight into current trends and updates in the customer service field. The links provided with each lesson gave additional information that was helpful. I would highly recommend this course!

Verified Student

Dear Tony, Your class in "Managing Customer Service" was absolutely awesome! I have 20 plus years experience in the customer service profession, but have not had the opportunity to do any supervising or managing. I have thought about entering this field, and now after taking your class, it proves to me that I would love getting into the profession. The class was very insightful with many wonderful examples. Thank you for this fabulous experience.

Verified Student

I found this course to be very informative and useful. I learned a lot about business today and I hope to get good results with it as far as job skill is concerned. Highly recommend this course

Verified Student

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The Learning Environment

From the moment that you enrol in the Customer Service Management you will become an integral part of our learning community. You'll find yourself with the freedom to learn at a speed that suits you, on any device, from anywhere in the world. Achieving your career goals no longer has to mean compromising family and work commitments.

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Our Values

Learn At Your Own Pace

We believe in personalised learning. That's why we provide all the tools and support you need to succeed at your own pace. With flexible learning, you'll stay motivated and retain more information. Plus, you can balance your studies with work and family commitments to make your dreams a reality.

We Won't Break The Bank

Education should be accessible to anyone who wants to learn. That's why we offer some of the most competitive prices in the industry with payments plans for just $25 per week. Investing in your future is a smart choice and doesn’t have to break the bank.

Industry-Led Courses

There's no better way to learn than from experts with years of experience in your field. That's why each of our 200+ industry-led courses are designed to give you a real-life perspective on your industry. With our expert mentors, you'll learn from people who have a wealth of knowledge and experience, and who are passionate about sharing it with you.

Get The Personal Support You Deserve

At Vibe Learning, we're real people who are dedicated to providing you with personal support every step of the way. Our industry experts are not only professional and knowledgeable but also incredibly passionate about sharing their expertise with you. With their guidance, you'll gain invaluable insights and practical knowledge to help you succeed.

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Customer Service Management

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Fiction Writing Advanced

Quick Facts

Delivery Method Online
Professional Certificate
24hrs Suggested Study Time
3 Months Access
Tutor Support
Study On Any Device
3984 Students

Explore advanced fiction writing techniques with a published novelist.

Do you have a story idea but aren't sure how to begin? Do your friends say you write well, but you're not sure how to get started on that first book? Do you have a manuscript, or parts of a manuscript, and need to know how to polish it for publication? Are you a published author who wants to learn techniques to write more effectively and efficiently?

If you answered yes to any of these questions, then Advanced Fiction Writing is for you!

In this course, you'll explore all the topics a writer needs to create a successful manuscript, including story structure, plot, character, dialogue, setting, suspense, conflict, action, viewpoint, tense, and even how to get published. Each lesson includes an assignment that will help you develop or polish your manuscript. And in the Discussion Area, you'll have an opportunity to share your work with classmates to obtain their feedback.

In Advanced Fiction Writing, you'll explore the essential techniques that are often overlooked by other writing classes and textbooks. And you'll explore them in a clear, step-by-step fashion that will make it easy for you to turn your story idea into a published book. Join us for this 3 month course, and you'll never look at fiction writing the same way again!

Welcome to Advanced Fiction Writing! During the next six weeks, we're going to take a detailed look at all the aspects of fiction writing, including story structure, plot, character, dialogue, setting, suspense, conflict, action, viewpoint, tense, and even how to get published. It sounds like we've got our work cut out for us! But don't worry. We'll take it one step at a time. We'll begin in this lesson by discussing the three-act story structure and how we can use it to create emotionally satisfying fiction.

Where do plots come from? Sometimes an idea pops into our heads, and all of its details play themselves out as we jot them down. Other times, coming up with a good plot is a real struggle. Wouldn't it be great if there were some templates we could use to create plots that would work? Fortunately, there are. In this lesson, I'll introduce you to them.

The driving force behind whatever you write is character. Without a well-constructed, believable character, your readers won't care about the story. And without a consistent, clearly defined character, you won't have anyone to traverse the physical obstacles of the plot. How do you create well-constructed, believable, consistent, and clearly defined characters? I'll show you in this lesson.

Today we'll turn our attention to viewpoint, voice, and tense. You'll have a chance right in the lesson to test-drive the ideas we'll be discussing. These road tests will give you an opportunity to try out your possible choices on sample scenarios and see how they work for you. Then I'll show you how I tackled them.

What good is setting, anyway? Isn't it just a bunch of set decoration that we can add without much consideration of the story or plot? Oh, no. Setting is actually one of your most powerful tools for conveying emotion. How so? Setting helps establish your story's mood, reinforces your theme, and immerses your readers in the story, which makes all your other words more memorable. We'll explore all these ideas in this lesson.

To write your long form, it's vital for you to understand that every sentence contributes to the flow of your prose. Each paragraph relates to those that come before and after. In this lesson, we're going to delve into the internal structure of fiction, called scene and sequel. You'll discover how to use scene and sequel with the checkpoints of story structure, with dialogue, and with an eye to pacing. You'll also have lots of exercises to help you polish your scene and sequel skills throughout this lesson.

Today, you're going to learn about action and suspense. Conflict creates action. And it also creates suspense, which is the possibility of action. As essential as conflict is, it's surprisingly hard to write. Why? Because most of us spend our lives trying to avoid it. As a writer, though, you must immerse yourself in conflict. In this lesson, you'll learn how.

We spend a lot of our lives talking, so doesn't it seem like it should be easy to write dialogue? Actually, in many ways, it's the most difficult part of fiction writing. Creating convincing, meaningful dialogue that advances the plot and contributes to character development can be an author's greatest challenge. In this lesson, we'll meet that challenge and see how to succeed.

There's only one chance to make a first impression—that's as true of fiction as it is of people. So in this lesson, we'll examine how to make your first impression with your first few lines. You'll also see how to make a lasting impact with your story's last few paragraphs. I'll show you lots of great examples that should help you to spark your own creative ideas.

Writing is more than a profession. It's also an art. As we begin writing our long form, we have many artistic tools to work with. In this lesson, we'll look at a few of them, including symbols and metaphors, plus techniques for writing "bigger."

One of the most common bits of advice to authors is "show, don't tell." In short, it means letting your readers make discoveries through your characters and their surroundings, not because you, as the author, explained it to them. Telling is a trap even very experienced authors can fall into. In this lesson, we'll explore ways to avoid it. We'll also look at the differences between drama and melodrama, and when to use each of them.

In our final lesson, we'll explore the steps you'll follow to get your book onto the shelves of your local bookstore. First, you'll need to edit your first draft into a polished second draft. Then it's time to find an agent, a publisher, or a printer. Finally, you need to take the initiative in marketing your book. If that sounds like a lot of effort, it is. But seeing your book in print makes everything well worth it.

Steve Alcorn

Steve Alcorn is the published author of a wide range of fiction and nonfiction works including the mystery A Matter of Justice, the historical novel Everything in Its Path, the romance Ring of Diamonds (under the pseudonym Sha... Read more

Read Steve Alcorn's Profile

Frequently Asked Questions

Once you've made the payment, we'll send you a confirmation email with a link to start your course. Feel free to get started whenever you're ready!

You'll have 3 months access to your course. In that time you are free to study at your own pace. The course duration is 24 hours.

Of course! We offer a 7-day money back guarantee. As long as you haven't completed the course, you can get a full refund within 7 days of enrolling.

What people are saying about our courses

Steve is a student's dream -- attentive, knowledgeable, and able to present course material in a fun and interesting way. He is admirably meticulous in checking the discussion forums and offering comments on student work, even when work is posted days after more recent lessons have been released. A wonderful instructor and a wonderful class -- both highly recommended!

Verified Student

Steve is wonderful. I don't know how he does online what so many instructors can't do in a classroom. The content and pace were beyond expectation. His critiques were always immensely encouraging and right on. Thank you Steve.

Verified Student

This course has energized and motivated me more than I can possibly imagine. I loved every bit of it and I learned so much. I really got a lot out of lesson 5 with sharpening your descriptions and loved the whole lesson on metaphors and similes. One piece I wrote I read to my husband and he asked which book that came out of!! I felt so great. I can't wait to tackle my original novel and apply the things I've learned and also continue on with my second one. I can't thank you enough Steve, and everyone in the course who gives such wonderful feedback!!

Verified Student

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The Learning Environment

From the moment that you enrol in the Fiction Writing Advanced you will become an integral part of our learning community. You'll find yourself with the freedom to learn at a speed that suits you, on any device, from anywhere in the world. Achieving your career goals no longer has to mean compromising family and work commitments.