Customer Service Training

CPD Certified online Customer Service training for your business

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The Collection

Collections are unique solutions designed to bring together the convenience and cost effectiveness of off-the-shelf eLearning with all the benefits of an engaging, bespoke training curriculum.

Our new Collections feature a variety of learning styles and fresh content to improve engagement and provide a long term solution to your training needs.

Using Collections, your organisation can enjoy the best of both worlds, giving you ready-made, holistic training programmes designed to deliver a multi-year training strategy with fresh content year-on-year.

Adaptive Courses

  • An innovative new approach to promote knowledge retention and learner engagement

  • Pre-assessment identifies areas of strengths and weaknesses

  • Course is automatically tailored to cover gaps in learners’ knowledge

  • Significantly reduces unnecessary training time

Our Adaptive Courses

Immersive Courses

  • Scenario-based courses

  • Place the learner at the centre of the experience

  • Test their ability to make the right decisions.

  • Highly interactive; designed to improve learner engagement.

Our Immersive Courses

Providing Great Customer Service

Great customer service really sets an organisation apart. Around 90% of us use customer service levels to make decisions on purchasing goods and services – so it is vitally important to get it right.

In this immersive, engaging course, you take on the role of a customer service representative for the charity Activities for All. Their customer service centre helps people face to face, over the phone, and online via both video chat and text chat software. With guidance from your manager, you will work to obtain a great customer service rating and collect all the badges to pass the course.

The course explores what great customer service is and how to provide it consistently.

Microlearning Courses

  • Short 5-10 minute learning vignettes

  • Focussed on key topics

  • Improve knowledge retention with bite size learning

  • Can be rolled out in response to emerging training needs.

Our Microlearning Courses

The Importance of Great Customer Service

The key to providing great customer service is understanding the needs and expectations of the customer and communicating effectively with them. The reputation of your organisation is in the hands of every employee when they interact with both external and internal customers.

The Importance of Great Customer Service course explores the difference great customer service can make and the huge effect it has. By considering a scenario, learners see these principles in action.

The Three Cs of Customer Service

Organisations that put the needs of their customers at the heart of their ethos tend to have an edge over their competitors and provide a better overall service.

The Three Cs of Customer Service course explores Caring, Co-operating and Communication, and how they can help deliver excellent customer service. It provides practical advice regarding these values and how to use them during customer interactions.

Who is your Customer?

If you want to attract and retain customers, you need to be sure you can identify them and meet their needs first.

In our Who is your Customer? short course, learners meet the fictional company Whey Presto. They have developed a new app and need to make sure they are targeting the right customers. The challenge is to help the company recognise who their customers really are. For each correct choice, earn a customer service star. Collect all five!

Detailed Study Courses

  • Utilises what we would call a ‘traditional’ eLearning approach, meaning that learners are presented with the information then tested at the end

  • Information is presented in an interactive, engaging way

  • Longer, detailed courses

Our Detailed Study Courses

Communications Resources

To positively reinforce the learning messages in our courses we also provide you with a suite of communications resources, including:
  • Engaging resources to print out and display in the workplace

  • Share digitally via intranet, newsletter or display screen.

  • Promote a culture of compliance

  • Reinforce key behaviours

Our Communications Resources

Toolbox Talks

  • Resources based on corresponding courses

  • Designed to facilitate a blended learning experience for small groups.

  • Includes downloadable facilitation notes

  • Use as part of face-to-face training.

Our Toolbox Talks Courses

Phishing Simulator

To positively reinforce the learning messages in our courses we also provide you with a suite of communications resources, including:
  • Send simulated phishing emails to your employees

  • Track and report on who opens them

  • Our AI driven platform will assess their learning needs

  • Auto enrol employees on our Phishing and Information Security courses to make your business more secure
Our Customer Service Training Courses

Providing Great Customer Service

Great customer service really sets an organisation apart. Around 90% of us use customer service levels to make decisions on purchasing goods and services – so it is vitally important to get it right.

In this immersive, engaging course, you take on the role of a customer service representative for the charity Activities for All. Their customer service centre helps people face to face, over the phone, and online via both video chat and text chat software. With guidance from your manager, you will work to obtain a great customer service rating and collect all the badges to pass the course.

The course explores what great customer service is and how to provide it consistently.

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Immersive Courses

The Importance of Great Customer Service

The key to providing great customer service is understanding the needs and expectations of the customer and communicating effectively with them. The reputation of your organisation is in the hands of every employee when they interact with both external and internal customers.

The Importance of Great Customer Service course explores the difference great customer service can make and the huge effect it has. By considering a scenario, learners see these principles in action.

icon
Microlearning Courses

The Three Cs of Customer Service

Organisations that put the needs of their customers at the heart of their ethos tend to have an edge over their competitors and provide a better overall service.

The Three Cs of Customer Service course explores Caring, Co-operating and Communication, and how they can help deliver excellent customer service. It provides practical advice regarding these values and how to use them during customer interactions.

icon
Microlearning Courses

Who is your Customer?

If you want to attract and retain customers, you need to be sure you can identify them and meet their needs first.

In our Who is your Customer? short course, learners meet the fictional company Whey Presto. They have developed a new app and need to make sure they are targeting the right customers. The challenge is to help the company recognise who their customers really are. For each correct choice, earn a customer service star. Collect all five!

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Microlearning Courses

Our Collections help you to:

A Flexible Solution

  • Collections are designed to offer a highly flexible, easily scalable and agile alternative to traditional off the shelf training.

  • Our collections offer a variety of different learning interventions and styles, providing each organisation the flexibility to create a training plan that meets their unique requirements.

A Scalable Solution

  • Collections are easily scalable too; whether you need to provide in-depth training, refresher training or a comprehensive schedule of short training activities, each collection provide enough options to roll out a unique training programme year after year.

An Agile Solution

  • As they are off the shelf, our collections are ready when you are and can be deployed quickly and easily in direct response to the changing level of risk being faced by your organisation.

  • Each collection is updated with new courses as we develop them, so your training programme can be fresh each year and your training is always up to date, relevant and effective.

All Topics

At its core, quality customer service is about making your customers feel listened to, valued and treated fairly.

It has a huge impact on the bottom line, too. 90% of people use customer service levels as a guiding factor influencing buying decisions. Increasing customer retention rates by just 5% can increase profits by more than 25%.

Our Providing Great Customer Service course explores what makes customer service excellent. In this engaging course, learners find out how to meet customers’ expectations – and exceed them – every time.

Our Customer Service online courses provide a comprehensive guide to the key skills your employees need to give excellent customer service, from recognising primary customers to maintaining a customer focus.

Every customer deserves to have their expectations met and exceeded and our customer service training helps ensure that happens.

Our Take 5 customer service courses – Who is your Customer?the Importance of Great Customer Service and the Three Cs of Customer Service – provide eLearning clearly focused on the key skills in the topic. They are bite-sized and appealing to maximise learner engagement.

Insights

Exciting News! DeltaNet International joins the Marlowe PLC Group

Get in Touch

When you send us a message one of our friendly, knowledgeable eLearning experts will contact you as quickly as possible