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Customer Service


Description
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.

Outcomes:
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
Content
  • 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