Travel and Tourism Online Bundle, 3 Certificate Courses

Let your travel career take flight

Travel and Tourism Online Bundle, 3 Certificate Courses

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AU$749

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OFF RRP AU$1249
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Get Travel & Tourism, Receptionist & Front of House Management and International Customer Service in this Bundle

1. Travel and Tourism: Let your travel career take flight

If you have ambitions to expand your horizons by pursuing a career in the travel industry, then this excellent-value online Certificate is the perfect way to set the wheels in motion. There are many different career routes you can take in the booming travel and tourism industry, many of which involve the chance to travel yourself.

What Will I Learn?

Excellent customer service is of paramount importance in all areas of the travel and tourism industry, as after spending their hard-earned money, clients justifiably have high expectations of their much looked-forward-to trip. You’ll also learn about the different aspects of the tourism industry, tourism planning and development, tourism policy and strategy and much more. No formal qualifications are needed to do the Certificate, but a love of travel and a friendly, professional manner are prerequisites.

How Does the Course Work?

All study takes place online at a time and place of your choosing. This makes this Certificate a great choice for career changers who need to fit learning around their existing personal and professional commitments.

2. Receptionist and Front of House Management: Make yours the professional face any business would be grateful to have

Do you already have some reception work experience under your belt and are keen to develop your professional skills? Or are you completely new to this important office role? Either way, this IVCAS-approved online course will teach you all you need to know to be the ultimate professional receptionist.

What Does a Receptionist Do?

Answering the phone and welcoming visitors are crucial roles in the receptionist’s repertoire, but these are just two of the many tasks he or she is required to carry out. Not only is a business’ receptionist the face of their organisation and the first person potential clients and customers come into contact with, he or she is also a crucial element in the effective running and internal communication within any organisation. Not only that, receptionists need to be calm and efficient when dealing with the different scenarios that can arise day-to-day.

How Does the Course Work?

The 17 modules that make up this detailed course should take around ten hours to complete, meaning it’s easy to pick up your new skills around your existing work and family obligations.

3. International Customer Service: Develop the skills required to be an exceptional customer services representative

Develop the skills required to be an exceptional customer services representative with this in-depth course. Despite self-service and online shopping becoming more common, people still need pre-and post-sales care – which is where a Certificate in Customer Services can help.

This course is an ideal training choice for:

  • Experienced customer services agents who need to earn an industry-recognised qualification.
  • Anyone recently seconded or promoted into a customer services role.
  • Individuals who need to earn a qualification in customer services help them complete a career change.

The Customer Service Certificate course will learn about the role of agents in the modern business, and how to develop the soft skills required to deal with clients in the most challenging circumstances. The course also takes learners through the differences between electronic and telephone services, and the tools and techniques required to deliver an excellent experience to clients.

The Customer Service Certificate course consists of 11 in-depth modules which are completed using a combination of interactive quizzes, electronic manuals and instructor-led videos to help students learn about working as an agent. The course is delivered online so that learners can complete the module anytime, anyplace using any device as is most convenient for them. At the end of the course, students will complete a short multiple-choice exam which, when they pass, will earn them the Customer Services Certificate.

How Does the Course Work?

All study takes place online at a time and place of your choosing. This makes this Certificate a great choice for career changers who need to fit learning around their existing personal and professional commitments.

For comprehensive information on units of study click the units of study tab above.

This is an incredible opportunity to invest in yourself and your future, sharpen your training skills and learn what it takes to create your own success with Courses For Success Today!

Course Fast Facts:

  1. All courses are easy to follow and understand
  2. 12 Month access to course materials
  3. Study as many courses as you want
  4. Delivered 100% on-line and accessible 24/7 from any computer or smartphone
  5. You can study from home or at work, at your own pace, in your own time

Course Delivery

Courses are accessed online by any device including PC, tablet or Smart Phone. Upon purchase an automated welcome email will be sent to you (please check your junk email inbox if not received as this is an automated email), in order for you to access your online course, which is Available 24/7 on any computer or smart mobile device. 

Recognition & Accreditation

All students who complete the course receive a downloadable certificate of completion per course.

Travel and Tourism Online Bundle, 3 Courses includes the following courses, below is a summary of each course: 

Course 1 - Certificate in Travel and Tourism Online Course

Introduction to the Concept of Travel and Tourism

  • What we actually mean by 'travel and tourism'
  • The scope and scale of the industry
  • The different facets of the industry
  • The potential for your career

Customer Service within the Tourism Industry

  • The basics of customer service
  • Understanding the needs and wants of the customers
  • Dealing with issues
  • How to improve your own skills for dealing with customers

Career Development within the Industry

  • Getting started in the industry
  • The potential directions your career can go
  • The skills you need in order to make progress
  • Options for travelling or broadening your horizons

Sectors in the Industry

  • The most popular sectors within the industry
  • How to get started in them
  • The potential and long term picture of the sectors
  • Issues or problems you may have to contend with

The Fundamentals of Tourism Management

  • What we mean by the term 'tourism management'
  • The key characteristics you will need to succeed
  • The key parts of the job that you need to excel at
  • What is expected of you within this role?

Understanding the Reasons for Travel and Tourism

  • The reasons for the industry
  • What people are looking for when they travel or are tourists
  • How to take those reasons and give them what they want
  • How to handle problems when products or services cannot be supplied

Travel and Tourism Promotion

  • The basics of promotion and marketing within the industry
  • The size and scale of marketing
  • How it impacts on your own career
  • Key methods used in the promotion of the industry

Social Media and Tourism

  • The link between social media and tourism
  • How to handle both sides at the same time
  • Key things to look out for with social media and how it impacts your job
  • How to take advantage of social media

Understanding Tourism Policy and Strategy

  • What we mean by tourism policy and strategy
  • Implementing those policies
  • The role you play in the policy or strategy
  • Understanding the aims and recording progress

Tourism Planning and Development

  • The basics of tourism planning and development
  • Your role in the process
  • Dealing with issues and identifying problems within the market
  • Turning things around to your advantage

The Emergence of Ecotourism

  • What we mean by ecotourism
  • The reasons why people get involved in this type of specialist tour
  • How to deal with these special requests
  • The future of specialised tourism

Long and Short Haul Destinations

  • The basics of long haul destinations
  • The basics of short haul destinations
  • How to handle the requests to provide what the customer wants
  • Key points to look out for when dealing with these destinations

Domestic Tourism & the UK Market

  • The importance of domestic tourism
  • The UK market
  • Dealing with UK travel destinations
  • Selling the UK market abroad

Current Trends in the Travel Industry

  • How to identify a trend
  • Examples of trends
  • How to take advantage of a trend
  • The future of travel

Travel and Tourism Issues to Contend With

  • The main issues that will arise during your career
  • Staying ahead of the game
  • How to contend with those issues
  • Boosting your career at the end of the day

Course 2 - Certificate in Receptionist and Front of House Management Online Course

The Role of the Receptionist

  • What is a receptionist? We will define the nature of the role, and explain exactly what a front of house receptionist is
  • How to be prepared for literally anything - one day is never the same as the next
  • Being the face of the company - what you need to do, how you need to do it, what you need to wear, and how you need to present yourself
  • A general overview of the duties of a receptionist

The Different Types of Receptionist and the Subtle Differences Between Them

  • The different types of receptionist roles there are in the job market, and why there are subtle differences between them
  • Legal receptionists
  • Medical receptionists
  • Educational institute receptionists

The Essentials of Communication

  • The principles to create a powerful first impression. How can this be done?
  • The principles to confirm how your message comes across. How can you check the message received is the correct one?
  • How to use voice, tone, and language to build trust, credibility, and confidence
  • How can you identify the customer's needs?

Practice Good Telephone Skills

  • How to communicate using the tone of your voice and the language you use
  • How the lack of body language can sometimes impact on telephone conversations
  • The appropriate language to use during a professional telephone call
  • Follow up actions after a telephone conversation

Sending Formal Messages/Sending Informal Messages

  • We will reiterate the importance of good quality telephone skills
  • What is a formal message?
  • What is an informal message?
  • The vital nature of confidentiality when taking and sending messages

Database Management and Booking/Reservation Procedures

  • What a database may be used for
  • Confidentiality in terms of database use
  • How to maintain a database in the most effective way
  • The kinds of bookings/reservations you may need to do as part of your reception work

Following Routine Administrative Procedures and Developing Filing Systems

  • What are routine administrative tasks or procedures? A general overview
  • The differences between the duties of a receptionist and the duties of a secretary
  • The routine daily administrative tasks you should be undertaking as a receptionist
  • What is a filing system, and why is it important?

Security & Safety Issues / Health & Safety Considerations in the Workplace

  • What is health & safety?
  • Who has the responsibility to ensure health and safety in the workplace?
  • What types of accidents or incidents can occur?
  • How can we all stay safe during our working hours?

Confidentiality

  • What is confidentiality, and why is it important?
  • Data Protection, and how it affects both you and the workplace
  • The consequences of a breach of confidentiality
  • How to maintain confidentiality

Successful Meetings & Minute Taking, Meeting & Accommodation Arrangements

  • What makes a successful meeting/pre-arrangements you need to make
  • What is minute-taking? How it is part of a receptionist's job, and how to do it
  • How minutes should be presented after the meeting, in terms of format and content
  • What arrangements may you need to make in terms of accommodation for meeting attendees?

Organisational Skills & Time Management

  • What are organisational skills?
  • How can you prioritise?
  • Scenarios to help you understand how prioritising works in practice
  • Time management, how you can make it work for you

Effective Business Communication

  • How written and verbal communication differs
  • What types of business communication in a written form you may need to use
  • Written communication formats
  • Formal and informal written communication

How Technology is Important in Reception Work

  • How technology plays a part in administrative work overall
  • What types of technology you may need to use
  • What software packages you may need to use
  • Away from the computer, how most of your daily working life includes technology in some guise

The Importance of Team Work

  • What is team work?
  • How does team work relate to a receptionist role?
  • What attributes make a good team player?
  • What are the advantages of team work, and are there any disadvantages?

Reception Area Appearance

  • Why the appearance of the reception area is just as important as personal appearance
  • How to make a reception area look welcoming, yet professional
  • Small extras which make all the difference
  • Reception area maintenance

Career Progression / From Receptionist to…

  • The types of receptionist roles you can undertake, with one eye on career progression
  • The possible future career roads a current receptionist can take
  • The skills you can master during your time as a receptionist, to make you indispensable during your future career choices
  • Administrative career roads in more depth

To Sum It All Up: Reception Work Explained

  • A reiteration on what reception work is in its most basic form
  • Summing up the key skills and attributes a top receptionist should have
  • The importance of first impressions - let's sum it all up again!
  • How to get into reception work

Course 3 - Certificate in International Customer Service Online Course

Understanding Customer Services

  • What customer service is
  • About the different types of customer service
  • About customer service terminology
  • Why customer service is so important

The Customer

  • Who the customer is
  • About consumer rights law in the UK
  • The difference between internal and external customers
  • How to find your niche within the industry

Attitude Is Everything

  • How to make a great first impression
  • Why getting your clothing right is essential to the image you wish to convey
  • How body language effects the way you are perceived
  • About the power of a positive attitude

Caring For Your Customer’s Needs

  • About the client’s perspective of customer service
  • How to best meet a customer’s needs
  • How exceed customer expectations
  • Why communication is key to caring for a customer

Customer Retention: How to Get Them Back

  • How to provide an effective after sales service
  • What to do when the customer is wrong
  • How to listen to and effectively deal with complaints
  • Why you need to show empathy with a complaining customer

Face to Face Customer Service

  • How to create a positive first impression
  • How to use your body language to communicate effectively
  • About other forms of non-verbal communication
  • How talking down your competition can have a negative effect on your image

Telephone Customer Service

  • About telephone etiquette
  • The advantages and disadvantages of telephone customer service
  • 11 Tips for providing better telephone customer service
  • Why an efficient employee will take pre-emptive measures to improve customer satisfaction

Electronic Customer Service

  • The advantages and disadvantages of electronic customer service
  • What “Netiquette” is
  • The do’s and don’ts of sending emails
  • How to provide effective customer service electronically

Rescuing Difficult Customers

  • How to diffuse anger
  • Why keeping a calm demeanour will help solve issues faster
  • How to control you emotions
  • Why you should deal with a customers anger before solving their problem

Escalation

  • How to handle abusive customers
  • Why you shouldn’t cave in to unreasonable demands
  • When you should tell a customer “enough is enough”
  • How to handle physical threats

Make an Impression Every Time

  • How to retain customers through best service
  • Why your focus should also be on creating as uncomplicated and simple an experience as possible
  • Why any effective and talented customer service professional will have the ability to convince others of their opinion
  • A recap of the skills you need for customer service jobs

Entry requirements

Students must have basic literacy and numeracy skills.

Minimum education

Open entry. Previous schooling and academic achievements are not required for entry into this course.

Computer requirements

Students will need access to a computer and the internet. 

Minimum specifications for the computer are:

Windows:

  • Microsoft Windows XP, or later
  • Modern and up to date Browser (Internet Explorer 8 or later, Firefox, Chrome, Safari)

MAC/iOS

  • OSX/iOS 6 or later
  • Modern and up to date Browser (Firefox, Chrome, Safari)

All systems

  • Internet bandwidth of 1Mb or faster
  • Flash player or a browser with HTML5 video capabilities(Currently Internet Explorer 9, Firefox, Chrome, Safari)

Students will also need access the following applications:

Adobe Acrobat Reader

About this Course

Get Travel & Tourism, Receptionist & Front of House Management and International Customer Service in this Bundle

1. Travel and Tourism: Let your travel career take flight

If you have ambitions to expand your horizons by pursuing a career in the travel industry, then this excellent-value online Certificate is the perfect way to set the wheels in motion. There are many different career routes you can take in the booming travel and tourism industry, many of which involve the chance to travel yourself.

What Will I Learn?

Excellent customer service is of paramount importance in all areas of the travel and tourism industry, as after spending their hard-earned money, clients justifiably have high expectations of their much looked-forward-to trip. You’ll also learn about the different aspects of the tourism industry, tourism planning and development, tourism policy and strategy and much more. No formal qualifications are needed to do the Certificate, but a love of travel and a friendly, professional manner are prerequisites.

How Does the Course Work?

All study takes place online at a time and place of your choosing. This makes this Certificate a great choice for career changers who need to fit learning around their existing personal and professional commitments.

2. Receptionist and Front of House Management: Make yours the professional face any business would be grateful to have

Do you already have some reception work experience under your belt and are keen to develop your professional skills? Or are you completely new to this important office role? Either way, this IVCAS-approved online course will teach you all you need to know to be the ultimate professional receptionist.

What Does a Receptionist Do?

Answering the phone and welcoming visitors are crucial roles in the receptionist’s repertoire, but these are just two of the many tasks he or she is required to carry out. Not only is a business’ receptionist the face of their organisation and the first person potential clients and customers come into contact with, he or she is also a crucial element in the effective running and internal communication within any organisation. Not only that, receptionists need to be calm and efficient when dealing with the different scenarios that can arise day-to-day.

How Does the Course Work?

The 17 modules that make up this detailed course should take around ten hours to complete, meaning it’s easy to pick up your new skills around your existing work and family obligations.

3. International Customer Service: Develop the skills required to be an exceptional customer services representative

Develop the skills required to be an exceptional customer services representative with this in-depth course. Despite self-service and online shopping becoming more common, people still need pre-and post-sales care – which is where a Certificate in Customer Services can help.

This course is an ideal training choice for:

  • Experienced customer services agents who need to earn an industry-recognised qualification.
  • Anyone recently seconded or promoted into a customer services role.
  • Individuals who need to earn a qualification in customer services help them complete a career change.

The Customer Service Certificate course will learn about the role of agents in the modern business, and how to develop the soft skills required to deal with clients in the most challenging circumstances. The course also takes learners through the differences between electronic and telephone services, and the tools and techniques required to deliver an excellent experience to clients.

The Customer Service Certificate course consists of 11 in-depth modules which are completed using a combination of interactive quizzes, electronic manuals and instructor-led videos to help students learn about working as an agent. The course is delivered online so that learners can complete the module anytime, anyplace using any device as is most convenient for them. At the end of the course, students will complete a short multiple-choice exam which, when they pass, will earn them the Customer Services Certificate.

How Does the Course Work?

All study takes place online at a time and place of your choosing. This makes this Certificate a great choice for career changers who need to fit learning around their existing personal and professional commitments.

For comprehensive information on units of study click the units of study tab above.

This is an incredible opportunity to invest in yourself and your future, sharpen your training skills and learn what it takes to create your own success with Courses For Success Today!

Course Fast Facts:

  1. All courses are easy to follow and understand
  2. 12 Month access to course materials
  3. Study as many courses as you want
  4. Delivered 100% on-line and accessible 24/7 from any computer or smartphone
  5. You can study from home or at work, at your own pace, in your own time

Course Delivery

Courses are accessed online by any device including PC, tablet or Smart Phone. Upon purchase an automated welcome email will be sent to you (please check your junk email inbox if not received as this is an automated email), in order for you to access your online course, which is Available 24/7 on any computer or smart mobile device. 

Recognition & Accreditation

All students who complete the course receive a downloadable certificate of completion per course.

Travel and Tourism Online Bundle, 3 Courses includes the following courses, below is a summary of each course: 

Course 1 - Certificate in Travel and Tourism Online Course

Introduction to the Concept of Travel and Tourism

  • What we actually mean by 'travel and tourism'
  • The scope and scale of the industry
  • The different facets of the industry
  • The potential for your career

Customer Service within the Tourism Industry

  • The basics of customer service
  • Understanding the needs and wants of the customers
  • Dealing with issues
  • How to improve your own skills for dealing with customers

Career Development within the Industry

  • Getting started in the industry
  • The potential directions your career can go
  • The skills you need in order to make progress
  • Options for travelling or broadening your horizons

Sectors in the Industry

  • The most popular sectors within the industry
  • How to get started in them
  • The potential and long term picture of the sectors
  • Issues or problems you may have to contend with

The Fundamentals of Tourism Management

  • What we mean by the term 'tourism management'
  • The key characteristics you will need to succeed
  • The key parts of the job that you need to excel at
  • What is expected of you within this role?

Understanding the Reasons for Travel and Tourism

  • The reasons for the industry
  • What people are looking for when they travel or are tourists
  • How to take those reasons and give them what they want
  • How to handle problems when products or services cannot be supplied

Travel and Tourism Promotion

  • The basics of promotion and marketing within the industry
  • The size and scale of marketing
  • How it impacts on your own career
  • Key methods used in the promotion of the industry

Social Media and Tourism

  • The link between social media and tourism
  • How to handle both sides at the same time
  • Key things to look out for with social media and how it impacts your job
  • How to take advantage of social media

Understanding Tourism Policy and Strategy

  • What we mean by tourism policy and strategy
  • Implementing those policies
  • The role you play in the policy or strategy
  • Understanding the aims and recording progress

Tourism Planning and Development

  • The basics of tourism planning and development
  • Your role in the process
  • Dealing with issues and identifying problems within the market
  • Turning things around to your advantage

The Emergence of Ecotourism

  • What we mean by ecotourism
  • The reasons why people get involved in this type of specialist tour
  • How to deal with these special requests
  • The future of specialised tourism

Long and Short Haul Destinations

  • The basics of long haul destinations
  • The basics of short haul destinations
  • How to handle the requests to provide what the customer wants
  • Key points to look out for when dealing with these destinations

Domestic Tourism & the UK Market

  • The importance of domestic tourism
  • The UK market
  • Dealing with UK travel destinations
  • Selling the UK market abroad

Current Trends in the Travel Industry

  • How to identify a trend
  • Examples of trends
  • How to take advantage of a trend
  • The future of travel

Travel and Tourism Issues to Contend With

  • The main issues that will arise during your career
  • Staying ahead of the game
  • How to contend with those issues
  • Boosting your career at the end of the day

Course 2 - Certificate in Receptionist and Front of House Management Online Course

The Role of the Receptionist

  • What is a receptionist? We will define the nature of the role, and explain exactly what a front of house receptionist is
  • How to be prepared for literally anything - one day is never the same as the next
  • Being the face of the company - what you need to do, how you need to do it, what you need to wear, and how you need to present yourself
  • A general overview of the duties of a receptionist

The Different Types of Receptionist and the Subtle Differences Between Them

  • The different types of receptionist roles there are in the job market, and why there are subtle differences between them
  • Legal receptionists
  • Medical receptionists
  • Educational institute receptionists

The Essentials of Communication

  • The principles to create a powerful first impression. How can this be done?
  • The principles to confirm how your message comes across. How can you check the message received is the correct one?
  • How to use voice, tone, and language to build trust, credibility, and confidence
  • How can you identify the customer's needs?

Practice Good Telephone Skills

  • How to communicate using the tone of your voice and the language you use
  • How the lack of body language can sometimes impact on telephone conversations
  • The appropriate language to use during a professional telephone call
  • Follow up actions after a telephone conversation

Sending Formal Messages/Sending Informal Messages

  • We will reiterate the importance of good quality telephone skills
  • What is a formal message?
  • What is an informal message?
  • The vital nature of confidentiality when taking and sending messages

Database Management and Booking/Reservation Procedures

  • What a database may be used for
  • Confidentiality in terms of database use
  • How to maintain a database in the most effective way
  • The kinds of bookings/reservations you may need to do as part of your reception work

Following Routine Administrative Procedures and Developing Filing Systems

  • What are routine administrative tasks or procedures? A general overview
  • The differences between the duties of a receptionist and the duties of a secretary
  • The routine daily administrative tasks you should be undertaking as a receptionist
  • What is a filing system, and why is it important?

Security & Safety Issues / Health & Safety Considerations in the Workplace

  • What is health & safety?
  • Who has the responsibility to ensure health and safety in the workplace?
  • What types of accidents or incidents can occur?
  • How can we all stay safe during our working hours?

Confidentiality

  • What is confidentiality, and why is it important?
  • Data Protection, and how it affects both you and the workplace
  • The consequences of a breach of confidentiality
  • How to maintain confidentiality

Successful Meetings & Minute Taking, Meeting & Accommodation Arrangements

  • What makes a successful meeting/pre-arrangements you need to make
  • What is minute-taking? How it is part of a receptionist's job, and how to do it
  • How minutes should be presented after the meeting, in terms of format and content
  • What arrangements may you need to make in terms of accommodation for meeting attendees?

Organisational Skills & Time Management

  • What are organisational skills?
  • How can you prioritise?
  • Scenarios to help you understand how prioritising works in practice
  • Time management, how you can make it work for you

Effective Business Communication

  • How written and verbal communication differs
  • What types of business communication in a written form you may need to use
  • Written communication formats
  • Formal and informal written communication

How Technology is Important in Reception Work

  • How technology plays a part in administrative work overall
  • What types of technology you may need to use
  • What software packages you may need to use
  • Away from the computer, how most of your daily working life includes technology in some guise

The Importance of Team Work

  • What is team work?
  • How does team work relate to a receptionist role?
  • What attributes make a good team player?
  • What are the advantages of team work, and are there any disadvantages?

Reception Area Appearance

  • Why the appearance of the reception area is just as important as personal appearance
  • How to make a reception area look welcoming, yet professional
  • Small extras which make all the difference
  • Reception area maintenance

Career Progression / From Receptionist to…

  • The types of receptionist roles you can undertake, with one eye on career progression
  • The possible future career roads a current receptionist can take
  • The skills you can master during your time as a receptionist, to make you indispensable during your future career choices
  • Administrative career roads in more depth

To Sum It All Up: Reception Work Explained

  • A reiteration on what reception work is in its most basic form
  • Summing up the key skills and attributes a top receptionist should have
  • The importance of first impressions - let's sum it all up again!
  • How to get into reception work

Course 3 - Certificate in International Customer Service Online Course

Understanding Customer Services

  • What customer service is
  • About the different types of customer service
  • About customer service terminology
  • Why customer service is so important

The Customer

  • Who the customer is
  • About consumer rights law in the UK
  • The difference between internal and external customers
  • How to find your niche within the industry

Attitude Is Everything

  • How to make a great first impression
  • Why getting your clothing right is essential to the image you wish to convey
  • How body language effects the way you are perceived
  • About the power of a positive attitude

Caring For Your Customer’s Needs

  • About the client’s perspective of customer service
  • How to best meet a customer’s needs
  • How exceed customer expectations
  • Why communication is key to caring for a customer

Customer Retention: How to Get Them Back

  • How to provide an effective after sales service
  • What to do when the customer is wrong
  • How to listen to and effectively deal with complaints
  • Why you need to show empathy with a complaining customer

Face to Face Customer Service

  • How to create a positive first impression
  • How to use your body language to communicate effectively
  • About other forms of non-verbal communication
  • How talking down your competition can have a negative effect on your image

Telephone Customer Service

  • About telephone etiquette
  • The advantages and disadvantages of telephone customer service
  • 11 Tips for providing better telephone customer service
  • Why an efficient employee will take pre-emptive measures to improve customer satisfaction

Electronic Customer Service

  • The advantages and disadvantages of electronic customer service
  • What “Netiquette” is
  • The do’s and don’ts of sending emails
  • How to provide effective customer service electronically

Rescuing Difficult Customers

  • How to diffuse anger
  • Why keeping a calm demeanour will help solve issues faster
  • How to control you emotions
  • Why you should deal with a customers anger before solving their problem

Escalation

  • How to handle abusive customers
  • Why you shouldn’t cave in to unreasonable demands
  • When you should tell a customer “enough is enough”
  • How to handle physical threats

Make an Impression Every Time

  • How to retain customers through best service
  • Why your focus should also be on creating as uncomplicated and simple an experience as possible
  • Why any effective and talented customer service professional will have the ability to convince others of their opinion
  • A recap of the skills you need for customer service jobs

Entry requirements

Students must have basic literacy and numeracy skills.

Minimum education

Open entry. Previous schooling and academic achievements are not required for entry into this course.

Computer requirements

Students will need access to a computer and the internet. 

Minimum specifications for the computer are:

Windows:

  • Microsoft Windows XP, or later
  • Modern and up to date Browser (Internet Explorer 8 or later, Firefox, Chrome, Safari)

MAC/iOS

  • OSX/iOS 6 or later
  • Modern and up to date Browser (Firefox, Chrome, Safari)

All systems

  • Internet bandwidth of 1Mb or faster
  • Flash player or a browser with HTML5 video capabilities(Currently Internet Explorer 9, Firefox, Chrome, Safari)

Students will also need access the following applications:

Adobe Acrobat Reader

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Delivery Method Online
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Special Offer

 

Receive The Personal Success Training Program FREE, When You Purchase This Course - Limited Time Remaining!  (Value $600)

 

The Personal Success Training Program Helps You Stay Focused To Achieve Your Goals!
Benefits:
  • How to layout a Success Plan.
  • Get where you want to be in life.
  • How to unclutter your mind to succeed.
  • Achieve your dreams using your imagination.
  • How to have faith in yourself.
Features:
  • 12 month online access,  24/7 anywhere.
  • Complement your individual course purchase.
  • Internationally recognized by the IAOTS.
  • Thousands of positive reviews.
  • Limited Time Offer - Ends Soon.
 

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Course Summary

Course ID No.: 006ECTD3CB
Delivery Mode: Online
Course Access: 12 Months
Time required: Study at your own pace
Assessments: Yes
Qualification: Certificate

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