Advanced Certificate in Human-Centered Customer Service

Name: Advanced Certificate in Human-Centered Customer Service
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The Advanced Certificate in Human-Centered Customer Service is a comprehensive course designed to equip learners with essential skills for career advancement in customer service. This program emphasizes the importance of a human-centered approach, which focuses on creating positive and memorable experiences for customers.

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À propos de ce cours

In today's competitive business landscape, companies that prioritize human-centered customer service are more likely to build customer loyalty, increase customer satisfaction, and drive business growth. As a result, there is a high demand for customer service professionals who possess the skills and knowledge to deliver exceptional service experiences. This certificate course covers a range of topics, including communication strategies, empathy, problem-solving, and technology tools. By completing this program, learners will gain the skills and confidence needed to excel in customer service roles and advance their careers in this growing field.

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Détails du cours

• Customer Service Fundamentals: Understanding the core principles of customer service, including effective communication, problem-solving, and empathy.
• Human-Centered Design Thinking: Applying design thinking principles to customer service, focusing on empathy, ideation, prototyping, and testing.
• Customer Experience Management: Managing the end-to-end customer journey, including pre-sales, sales, and post-sales support.
• Customer Feedback Analysis: Analyzing customer feedback to identify trends, pain points, and opportunities for improvement.
• Customer Service Metrics: Measuring and tracking customer service performance, including metrics such as customer satisfaction, net promoter score, and first response time.
• Multi-Channel Customer Service: Managing customer interactions across multiple channels, including phone, email, chat, and social media.
• Ethical Considerations in Customer Service: Understanding ethical considerations in customer service, including data privacy, accessibility, and inclusivity.
• Customer Service Leadership: Developing leadership skills to lead and manage a customer service team, including coaching, motivation, and performance management.
• Change Management in Customer Service: Managing change in a customer service environment, including adopting new technologies, processes, and best practices.

These units provide a comprehensive and advanced curriculum for a certificate program in human-centered customer service. They cover a wide range of topics, from fundamental customer service principles to advanced concepts such as design thinking, multi-channel customer service, and change management.

Parcours professionnel

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The Advanced Certificate in Human-Centered Customer Service prepares professionals to excel in the ever-evolving world of customer service. This certificate program focuses on enhancing essential skills, such as problem-solving, communication, empathy, and adaptability, to create exceptional customer experiences. In the UK, job market trends reveal a growing demand for customer service roles, with numerous opportunities for career advancement. Here's a 3D pie chart showcasing some of the most relevant roles in this field and their industry relevance: Customer Service Representative: A versatile role that involves handling customer inquiries, resolving issues, and ensuring satisfaction. Customer Support Specialist: Professionals in this role focus on providing expert assistance, often in complex or technical products and services. Customer Experience Manager: This role concentrates on designing and implementing strategies that enhance the overall customer experience. Call Center Agent: Responsible for handling inbound and outbound calls, this role requires strong communication skills and a knack for de-escalating tense situations. Technical Support Specialist: With a focus on technology, these professionals provide expert help regarding products or services, troubleshoot issues, and guide customers towards solutions. The Advanced Certificate in Human-Centered Customer Service offers a comprehensive curriculum designed to help professionals excel in these roles and beyond, ensuring a rewarding career in the ever-growing customer service industry.

Exigences d'admission

Compréhension de base de la matière
Maîtrise de la langue anglaise
Accès à l'ordinateur et à Internet
Compétences informatiques de base
Dévouement pour terminer le cours

Aucune qualification formelle préalable requise. Cours conçu pour l'accessibilité.

Statut du cours

Ce cours fournit des connaissances et des compétences pratiques pour le développement professionnel. Il est :

Non accrédité par un organisme reconnu
Non réglementé par une institution autorisée
Complémentaire aux qualifications formelles

Vous recevrez un certificat de réussite en terminant avec succès le cours.

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ADVANCED CERTIFICATE IN HUMAN-CENTERED CUSTOMER SERVICE

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qui a terminé un programme à

London School of International Business (LSIB)

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05 May 2025

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