Customer service learning is essential for individuals as it improves communication, problem-solving, and interpersonal skills, enhancing career prospects, job satisfaction, and personal growth. For organizations, it ensures better customer retention, a strong reputation, competitive advantage, operational efficiency, revenue growth, and higher employee morale. Professional service is crucial as it fosters trust, reliability, and customer satisfaction, leading to repeat business and positive word-of-mouth. Investing in customer service training equips employees to provide professional, high-quality service, ultimately driving organizational success and individual career advancement.
Learning Outcomes
By the end of this course, students will be able to:
- Understand the fundamentals of customer service and its importance in various industries.
- Develop effective communication skills tailored to customer interactions.
- Handle customer complaints and difficult situations professionally.
- Utilize customer service tools and technologies.
- Demonstrate knowledge of customer service ethics and standards.
- Apply problem-solving techniques in real-world scenarios.
- Enhance their ability to work as part of a team and manage time efficiently.
Course Content
1.Introduction to Customer Service
– Definition and Importance of Customer Service
– Types of Customer Service (in-person, telephone, online)
– Customer Service in Different Industries
– Key Qualities of an Effective Customer Service Representative
2.Communication Skills
– Verbal Communication: Tone, Clarity, and Articulation
– Non-Verbal Communication: Body Language and Eye Contact
– Listening Skills: Active Listening Techniques
– Written Communication: Email Etiquette and Writing Professional Responses
3.Customer Interaction Techniques
– Greeting and Welcoming Customers
– Identifying Customer Needs
– Building Rapport with Customers
– Closing Interactions Positively
4.Handling Complaints and Difficult Situations
– Common Types of Customer Complaints
– Steps to Handle Complaints Effectively
– Conflict Resolution Strategies
– Turning Negative Experiences into Positive Outcomes
5.Customer Service Tools and Technologies
– Customer Relationship Management (CRM) Systems
– Using Social Media for Customer Service
– Live Chat and Email Support Tools
– Customer Feedback Systems
6.Customer Service Ethics and Standards
– Professionalism and Ethical Behavior
– Customer Confidentiality and Data Protection
– Inclusive Customer Service Practices
– Handling Sensitive Situations with Care
7.Problem-Solving and Decision-Making
– Identifying Problems Quickly
– Analyzing and Prioritizing Solutions
– Implementing Effective Solutions
– Evaluating Outcomes and Making Improvements
8.Teamwork and Time Management
– Importance of Teamwork in Customer Service
– Effective Collaboration Techniques
– Time Management Skills
– Balancing Multiple Tasks and Priorities
Entry Requirement
• GCE A/L OR
• GCE O/L with One year experience
Duration : 12 Weeks
Schedule : Saturday 4.00 pm to 8.00 pm
COMMENCEMENT: 28th September 2024
Medium: Mixed
Course Registration Fee: Rs. 7500
Course Fees :
• Option 1: Paid in 2 installments : Rs. 12,000 a month x 2
• Option 2: Paid in Full at the start: Rs. 24,000
Social Security Contribution Levy (SSCL) of 2.5 % would be charged on all above fees
For more information: 077 2204101 / 071 2 724425
