Start your career in the Customer Service Industry today!

Course Duration:
Two weeks Part Time or Four days Full Time
Part time studies - where you study part time in the evenings and on weekends using our online training program.
Full time studies - when you take time off work to study full time using our online training program.
Recommended study time set aside – for Part Time Studies we would recommend that you would need to set aside 3 to 4 hours a week and for Full Time Studies 12 to 16 hours a week. The time will vary depending on the students original knowledge of the course material.
Delivery Method:
Online
Course Fee:
USD140

Course Overview:
The Customer Service Skills course is a training course for customer support and services employees to help them develop an effective and efficient mechanism of solving customer’s issues. The course is focused on the skills needed to provide customer support, the right attitude, case handling techniques and stress management.
This course develops the “Customer First” approach in service and supports employees that are responsible for providing the after sales support service to the customers. This course helps the candidates in their personal character and behavioral development which ultimately helps in providing a pleasant experience to the end customers of any business. This Course also helps the candidates in stress management and avoids unnecessary and aggressive reaction to stressful situations that may arise during the course of their professional careers.
Who Should Attend:
This course is aimed at a person who:
- aspires to be in a Customer Services Role,
- is currently in a Customer Services Role or
- who has recently joined the company in a Customer Services Role.
The Aim of This Course:
The aim of this course is to:
- Develop participants understanding and awareness of the importance of good customer care;
- Equip participants with the necessary skills to become more effective when dealing with customers,
- To provide the participants with a range of verbal and non-verbal skills in order to meet customer needs, handle customer complaints and deliver great customer care and
- Assist with stress management tips for customer service professionals.
Learning Outcomes:
After completing this course the participants will be able to:
- Explain what a customer-centric mindset is
- Explain what an internal customers and external customers is and why customer service is important
- Understand the lifetime value of a customer
- Implement telephone etiquette and electronic communication etiquette
- Explain what the effects of bad customer service are, the cost of a lost customer and the cost of finding a new customer
- Effectively handle customer complaints and identify what the key customer service mistakes are
- Keep your valued customers happy and how to deliver superior customer service
- Manage their stress in their customer service professional career
- Explain the customer service technology predictions over the next 10 years

Customer Service Skills Certificate Course
Index

Part One
1. An introduction to customer service
2. Developing a customer-centric mindset
3. Internal customers and external customers
4. What is the lifetime value of a customer
5. Telephone etiquette
6. Electronic communication etiquette
7. What are the effects of bad customer service
8. The cost of a lost customer

Part Two
9. The cost of finding a new customer
10. How to handle customer complaints
11. Dealing with difficult customers
12. Key customer service mistakes
13. Ten major don'ts of customer service
14. How to keep your valued customers happy
15. Delivering superior customer service
16. Stress management tips for customer service professionals
17. Customer service technology predictions over the next 10 years

Part Three
Practical Role-Play Exercises

Part Four
Past exam papers