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Customer Service

Customer Service
Relevant training empowers staff to engage with customers in a professional manner and handle situations competently. Training is also needed to update the skills and knowledge of current employees in order to improve the quality of service.

Know the processes involved in performing duties efficiently and smoothly. Cover both theory and skills training through videos, presentations, tests, assignments, surveys and activities.

The following will be covered:

- What is customer service?
- Customer Behaviour
- Problems with customer service
- Difference between poor service & good service
- Processing a call: Answering the call, The Conversation & Ending the call
- ABLE service
- Types of customers and how to work with them
- Body language
  • Introduction
  • test_1
  • Problems with customer service
  • Poor service
  • Processing a call 1
  • survey_1
  • Processing a call 2
  • test_2
  • Processing a call 3
  • Test_3
  • Voice
  • Voice Qs
  • Processing a call scenario
  • Fix the call
  • ABLE service
  • ABLE service assignment
  • Body language and closing video
  • test_4
  • Final Assignment - Body language and customer service
Completion rules
  • All units must be completed
  • Leads to a certification with a duration: Forever