Customer Service Management

Picture of Customer Service Management
Now Only
$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

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
See More Reviews

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.

Ready to get started?

Enrol Now

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.

Still looking?

Check out the following courses related to Customer Service Management:

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Customer Service Management

$599
$389AUD
Save 35%
PC Troubleshooting Fundamentals Online Course | Vibe Learning
 

PC Troubleshooting Fundamentals

Picture of PC Troubleshooting Fundamentals
Now Only
$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
  • 18710 Students

Learn to decipher and solve almost any problem with your PC.

Don't spend your hard-earned cash on expensive PC repairs! The vast majority of the problems people experience with their computers are completely avoidable, and most can be solved with nothing more than a few minutes of your time. PC Troubleshooting Fundamentals takes you step by step through the typical hardware and operating system problems encountered by technicians, teaching troubleshooting techniques to decipher any problem, and giving you the skills you need to solve them. Once you've mastered the basics, the course launches into some of the more advanced and nasty problems that crop up in the PC, teaching you how to diagnose and fix those problems as well! Finally, PC Troubleshooting Fundamentals shows you how to maintain and optimise a Windows PC. So what are you waiting for? Let's troubleshoot - and fix - some PCs!

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.

Lesson 1 starts you on the path to troubleshooting PCs like a pro. You&rsquo;ll first look at input devices, or how you tell the computer to do stuff. In the second part of the lesson, you&rsquo;ll explore the pieces that do the work inside the computer. The final section describes the output devices, where the computer communicates to you.

<p>This lesson will take you through the troubleshooting process. It&rsquo;s not a guide to solving specific computer problems, but the steps explained here will enable you to tackle any<i> </i>computer problems you might encounter. The three main steps are identifying the problem, testing solutions, and completing the process.</p>

Lesson 3 introduces you to some of the basic components and tools of an operating system. First, you&rsquo;ll find out about the primary functions of operating systems. You&rsquo;ll then explore the major parts of Microsoft Windows, including the Desktop and Windows Explorer. You&rsquo;ll finish the lesson by learning about the most important troubleshooting tools for fixing operating systems.

Lesson 4 leads you through the basic steps of troubleshooting an operating system, including startup, video, sound, and application errors. You&rsquo;ll look at tools like Safe Mode and the System Configuration utility and learn about driver rollback. You&rsquo;ll end the lesson by learning how to troubleshoot audio/visual errors.

How would you like to prevent system problems instead of rushing to fix them? In this lesson, you&rsquo;ll master the three most important types of preventive maintenance: backing up data that&rsquo;s on a hard drive, updating or upgrading the operating system, and using Windows utilities that help you monitor and maintain the OS.

Lesson 6 covers the basics of networking. First, you&rsquo;ll find out how networks work and what the necessary components are for a wired network. Next, you&rsquo;ll discover wireless networks and everything that separates them from their wired-network brethren. Finally, you&rsquo;ll learn about the biggest network of them all, the Internet.

Lesson 7 covers the steps to take when trying to fix your network or Internet connections. You&rsquo;ll learn how to troubleshoot wired and wireless networks, share files, and fix a dial-up or broadband Internet connection.

Keep your computer safe from Internet-based attacks, including viruses and spyware! You&rsquo;ll discover the many types of malicious software that can infect your computer, and I&rsquo;ll walk you through the five-step process of recovering from a virus infection. You&rsquo;ll also read about safe browsing and safe email use, and you&rsquo;ll find out how to configure a firewall to help defend your PC.

All PC techs needs to get their hands dirty eventually, which means diving inside the case and checking things out from the inside. In this lesson, I&rsquo;ll teach you about the power of different PC parts, including what to look for when shopping for new parts. I&rsquo;ll also guide you in the safe and proper handling of components.

Replacing hardware components can dramatically improve your PC's performance. For instance, RAM can speed up your computer, a second hard drive increases your data storage capacity, and expansion cards can add features and ports to your computer. In this lesson, you'll learn to handle RAM, hard drives, and expansion cards.

Dirt happens! You can't make your PC last forever, but you can make it last longer and run better by keeping it clean. Get out your canned air and your distilled water (but not your pencil erasers or your household vacuum cleaner), and I'll show you safe and effective ways to check, clean, and maintain the inside and outside of your computer. We'll also talk about how to donate an old computer, and I'll explain how to throw away a computer without losing data or harming the environment.

You've come a long way since the beginning of this course. Before you complete your PC troubleshooting training, I'll remind you about the computing process and about troubleshooting theory. Combined with your new knowledge of PC hardware, software, and networking, you can use these tools to fix all sorts of problems. I'll also discuss your future as a PC troubleshooter, including the certifications and careers available to anyone with the right skills.

Scott Jernigan

Scott Jernigan

With a Master of Arts degree in Medieval History, Scott Jernigan feels as much at home in the musty archives of London as he does in the warm glow of a computer monitor. Scott teaches A+ Certification and PC hardware classes around the country, in... Read more

 Read Scott Jernigan'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

Enjoyed the course. The instructor made the technical nature of the course easy to understand.
Verified Student
I enjoyed the course. It removes a lot of the mystery and fear associated with the CPU box and all of the magic inside. A good confidence builder and that was what I was after in this course.
Verified Student
I have learned so much from this course and have already put a lot of the information to work in repairing my computers. I would recommend this course to anyone who is interested in saving money and being useful themselves and who loves knowledge. Thank you for a course well put together.
Verified Student
See More Reviews

The Learning Environment

From the moment that you enrol in the PC Troubleshooting Fundamentals 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.

Ready to get started?

Enrol Now

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.

Still looking?

Check out the following courses related to PC Troubleshooting Fundamentals:

Discover more online courses

Recently viewed products

Picture of PC Troubleshooting Fundamentals

PC Troubleshooting Fundamentals

$599
$389AUD
Save 35%
Total Quality Fundamentals Online Course | Vibe Learning
 

Total Quality Fundamentals

Picture of Total Quality Fundamentals
Now Only
$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
  • 4364 Students

Learn the basics of total quality management.

Learn how to effectively apply the fundamentals of total quality. Understand what quality is and learn about the history of the quality movement. Discover the role of customers in quality and determine the major elements of a quality system. Master key concepts such as the cost of nonquality, variation, and total employee involvement (TEI). Increase your value to your company by learning about various motivational models, leadership, and teamwork. Determine how to effectively apply quality standards by creating and implementing internal and external auditing activities. Learn the ins and outs of ISO 9000, ISO 14000, and the Malcolm Baldrige National Quality Award.

In this online course, you will learn how successful organisations apply quality to their everyday activities. You will find out how to use teamwork to make the most of employees' abilities and potential. I will help you manage the process of change, reduce customer complaints, and increase customer service. You will learn of a number of quality fallacies and how to lessen their impact.

 

 

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.

In our first lesson, we'll discuss the concept of professional quality certification as defined by the American Society for Quality (ASQ). Next, we'll come up with a universal definition of quality, a challenging proposition because so many people have different perspective of what quality is and what it isn't. You'll learn about the history of the quality movement and see how Six Sigma fits in. We'll finish up by examining Total Quality Management (TQM) and discuss its concepts and components.

Quality is best viewed as a total customer satisfaction package. You satisfy customers by effectively combining products and services. To help you get to know customers better, we'll discuss different customer types. We'll also discuss how you can minimize customer complaints. You'll discover the role that your organization plays in providing high customer satisfaction by maintaining a quality philosophy and creating quality systems.

I've often observed that companies don't pay enough attention to problems until they begin to see sales and profits drop. Because of this tendency, an effective way to get top management's attention and hopefully increase their commitment to quality is to express problems in terms of costs. In this lesson, I'll discuss the cost of nonquality (also called the "cost of quality") and its components—external failure, internal failure, appraisal, and prevention costs. We'll also explore the concept of variation and discuss how you can use statistical process control (SPC) to meet customer requirements.

Companies grow by entering new markets and meeting unmet customer needs. To achieve and maintain this growth, it's important to have a healthy organization that has the right mix of leadership and power. Today you'll learn about the basic leadership styles and two leadership models. You'll also discover how the concepts of distinctive competency, competitive advantage, and organizational assessment position your organization for success.

In today's lesson, you'll learn what makes people tick and how to manage change. Reaching quality levels you desire will require dedication from everyone in the organization, so you need to know what motivates people in order to successfully work with and direct them. Also, as you work with people, you're faced with change. We'll talk about forces for change, learn why people resist these forces, and discuss ways to manage change.

It seems as if teams are everywhere. Despite the popularity of teams, far too many people report that their experience hasn't been too fulfilling. Six Sigma and quality projects rely on high-performing teams, so it's vital that you learn the secrets of team building. Many companies fail to devote enough time to training. After we complete today's lesson, I hope you'll be able to play a large role in making sure that employees receive the right type of preparation. When we finish, you'll have a solid understanding of how to build a strong team and effectively deliver training.

When companies decide to improve quality and better satisfy customers, they won't succeed unless all employees are behind these goals. Once you get employee commitment, you need to measure your progress. In this lesson I'll share a concept, "total employee involvement" (TEI), to help you get the most from the total power of every single person at your firm. You'll learn about the role that management and employees play in TEI. You'll also learn how to determine progress by using traditional and progressive performance measurements.

Standards and auditing work hand-in-hand. The first helps you plan and the second makes sure that you follow your plans. Firms that conform to standards are more capable of competing. In this lesson, we'll explore the basics of standards and auditing. We'll talk about how standards are used and how they're developed. We'll also explore their benefits and discover how they're defined. Regarding auditing, we'll examine their features, discuss the different types of audits, and look at why auditing is a challenging activity.

In this lesson, we'll explore how your firm can use external auditing to assess suppliers' capabilities and internal auditing to improve company operations. You'll learn the difference between external and internal auditing. And I'll share the nuts and bolts of auditing and show you how to plan and conduct an audit and write a final audit report.

I believe that ISO 9000 is one of the main reasons why organizations continue to focus on quality. It's difficult for companies to disregard quality once they make a decision to adopt the ISO 9000 standard. In today's lesson, we'll start out with some background about ISO, discuss what ISO 9000 represents, identify the challenges of implementing it, and go over a recipe for successfully putting ISO in place. We'll also talk about each section of the ISO 9001:2000 standard.

In this lesson, we'll tackle a number of topics that will increase your knowledge about quality standards and systems. Although ISO 9000 has a high profile, other methods and structures also play a vital role in quality improvement. First, we'll close our study of ISO by looking at a series of standards to manage the environment—ISO 14000. Next, we'll dive into the Malcolm Baldrige National Quality Award (MBNQA), an esteemed award given for quality excellence in the United States. Finally, we'll explore three systems that apply to many of you: QS-9000, the Advanced Quality System (AQS), and the Conformité Europeenne (CE) mark.

After you implement everything from the lessons of this course, you can safely say your organization has a quality culture. Without a quality culture, it's difficult to satisfy customers, improve processes, and reduce costs. In addition to discussing a quality culture, we'll also examine quality fallacies. We'll finish up the lesson by identifying the most common quality fallacies and discuss what beliefs should take their place.

Tony Swaim

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

Excellent Instuctor! Very informational class. Met my reasons for taking the class.
Verified Student
I consider this an excellent introduction to Six Sigma. The topics are really fascinating to me and I just look forward to get more knowledge in the next course and pursue the Six Sigma certification.
Verified Student
I found this on-line course to be well laid out, and the materials supplied second to none. Instruction from Tony was both informative and in depth.
Verified Student
See More Reviews

The Learning Environment

From the moment that you enrol in the Total Quality Fundamentals 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.

Ready to get started?

Enrol Now

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.

Still looking?

Check out the following courses related to Total Quality Fundamentals:

Discover more online courses

Recently viewed products

Picture of Total Quality Fundamentals

Total Quality Fundamentals

$599
$389AUD
Save 35%