Customer Service Coursework
STUDY ONLINE WHEREVER YOU ARE!
Customer Service Certificate
Course Duration: 12 hours - Requisition: 28 days
Each and every one of us serves customers, whether we realize it or not. Maybe you’re on the front lines of a company, serving the people who buy your products. Perhaps you’re an accountant, serving the employees by producing their pay checks and keeping the company running. Or maybe you’re a company owner, serving your staff and your customers.
The Customer Service coursework will look at all types of customers and how we can serve them better and improve ourselves in the process. Participants will be provided a strong skillset including in-person and over the phone techniques, dealing with difficult customers, and generating return business.
Career Pathway
- Family Business Owner
- Small Business Owner
- Store Supervisor
- Office Manager
- Manufacturer Executive
Assessment
- Case Study
- Multiple choice questions quiz
Benefits
- Gain quality workplace skills and experience to help launch your career.
- Develop work-related skills and experiences that are recognized by employers.
- Develop independence and confidence in an adult learning environment.
- Gain an insight into various industry areas to help you decide on a career pathway.
- Potentially gain recognition for prior learning for your previous study or work.
- High-quality course written by industry experts with easy to understand course content
- Course materials provided online with unlimited tutor support – no textbooks to buy
- Gain an Australian Certificate upon your successful completion of coursework (Certificate hard copy will be posted to you)
- Course may be tax deductible - see your tax advisor
Coursework Objectives:
- State what customer service means in relation to all your customers, both internal and external
- Recognize how your attitude affects customer service
- Identify your customers’ needs
- Use outstanding customer service to generate return business
- Build good will through in-person customer service
- Provide outstanding customer service over the phone
- Connect with customers through online tools
- Deal with difficult customers
Course Contents
Workplace Essentials
Module One: Getting Started
Coursework Objectives
Module Two: Who We Are and What We Do
Who Are Customers?
What Is Customer Service?
Who Are Customer Service Providers?
Case Study
Module Two: Review Questions
Module Three: Establishing Your Attitude
Appearance Counts!
The Power of a Smile
Staying Energized
Staying Positive
Case Study
Module Three: Review Questions
Module Four: Identifying and Addressing Customer Needs
Understanding the Customer’s Situation
Staying Outside the Box
Meeting Basic Needs
Going the Extra Mile
Case Study
Module Four: Review Questions
Module Five: Generating Return Business
Following Up
Addressing Complaints
Turning Difficult Customers Around
Case Study
Module Five: Review Questions
Module Six: In-Person Customer Service
Dealing with At-Your-Desk Requests
The Advantages and Disadvantages of In-Person Customer Service
Using Body Language to Your Advantage
Case Study
Module Six: Review Questions
Module Seven: Giving Customer Service over the Phone
The Advantages and Disadvantages of Telephone Communication
Telephone Etiquette
Tips and Tricks
Case Study
Module Seven: Review Questions
Module Eight: Providing Electronic Customer Service
The Advantages and Disadvantages of Electronic Communication
Understanding Netiquette
Tips and Tricks
Eliminate Electronic Ping Pong
Case Study
Module Eight: Review Questions
Module Nine: Recovering Difficult Customers
De-Escalating Anger
Establishing Common Ground
Setting Your Limits
Managing Your Own Emotions
Case Study
Module Nine: Review Questions
Module Ten: Understanding When to Escalate
Dealing with Vulgarity
Coping with Insults
Dealing with Legal and Physical Threats
Case Study
Module Ten: Review Questions
Module Eleven: Ten Things You Can Do to WOW Customers Every Time
Ten Tips
Case Study
Module Eleven: Review Questions
Module Twelve: Wrapping Up
Words from the Wise
Course curriculum
-
1
MODULE 01
- Customer Service Getting Started
-
2
MODULE 02
- Customer Service Who We Are and What We Do
- Customer Service Case Study Module 02
- Customer Service Module 02 Quiz
-
3
MODULE 03
- Customer Service Establishing Your Attitude
- Customer Service Case Study Module 03
- Customer Service Module 03 Quiz
-
4
MODULE 04
- Customer Service Identifying and Addressing Customer Needs
- Customer Service Case Study Module 04
- Module 04 Quiz
-
5
MODULE 05
- Customer Service Generating Return Business
- Customer Service Case Study Module 05
- Module 05 Quiz
-
6
MODULE 06
- Customer Service In-Person Customer Service
- Customer Service Case Study Module 06
- Module 06 Quiz
-
7
MODULE 07
- Customer Service Giving Customer Service over the Phone
- Customer Service Case Study Module 07
- Module 07 Quiz
-
8
MODULE 08
- Customer Service Providing Electronic Customer Service
- Customer Service Case Study Module 08
-
9
MODULE 09
- Customer Service Recovering Difficult Customers
- Customer Service Case Study Module 09
- Module 09 Quiz
-
10
MODULE 10
- Customer Service Understanding When to Escalate
- Customer Service Case Study Module 10
- Module 10 Quiz
-
11
MODULE 11
- Customer Service Ten Things You Can Do to WOW Customers Every Time
- Customer Service Case Study Module 11
- Module 11 Quiz
-
12
Module 12
- Customer Service Wrapping Up
-
13
Rate Customer Service Course
- Rate Customer Service Course
Our courses can be used to turn your career towards a new direction
Those who have completed courses in fields unrelated to their careers show an open and interested mind, an enthusiastic attitude and a lust for life.
-
$199.00