Customer Service
It costs five times as much to win a new customer than to keep a current one.
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About the course
Customer service refers to the assistance an organisation offers to its customers before or after they buy or use products or services and each interaction with a customer is an opportunity to grow your business. According to 2021 Trends Report, 75% of customers are willing to spend more with companies that give them a good customer experience.
This Customer Service course will look at the different types of customers, their expectations and how they form an impression of your business. You will learn how to handle difficult, angry, and demanding customers across different channels and platforms in a professional and efficient manner.
Course outline
Introduction
2 videos
pre-course assessment
Module 1
3 videos
1 activity
2 readings
1 quiz
What is customer service?
Fun facts statistics – Quiz
What does great service look like and feel like? – Video
Defining customer service excellence – Video
Customer service as a philosophy – Reading
Good versus bad customer service – Activity
Good versus bad customer service – Video
The three levels of service – Reading
Module 2
2 videos
1 activity
2 readings
1 quiz
Customer’s needs and expectations
Who are your customers? – Video
Why do we lose customers? – Activity
Why do we lose customers? – Video
Customer needs and expectations – Reading
Typical customer expectations – Quiz
Customer expectations – Reading
Module 3
2 videos
1 activity
1 reading
Customer’s perception points
Customer journey – stepping into your customers’ shoes – Video
Knowledge check: Customer journey – Activity
Using our senses – Reading
Omni-channel customer service – Video
Module 4
5 videos
1 activity
1 reading
The dimensions of customer service
The RATER model: where are we now? – Reading
RATER model – Activity
Reliability – Video
Assurance – Video
Tangibles – Video
Empathy – Video
Responsiveness – Video
Module 5
2 videos
1 activity
3 readings
1 quiz
Giving the right impression to your customers face to face
How to create a better first impression – Activity
Appearance counts – Reading
Initial greeting – giving the right impression – Video
Talking to the customers with your eyes – Reading
Calling people by their name – Video
Listening with more than your ears – Video
Knowledge check: Right impression – Quiz
Module 6
2 videos
2 activities
3 readings
Relationship-building strategies
The importance of empathy – Video
Body language – Activity
Body Language Basics – Reading
The eyes have it – Activity
Your voice – Reading
Asking questions – Reading
Complimenting freely and easily – Video
Module 7
3 videos
2 activities
1 reading
1 quiz
Telephone skills
How your attitude comes through over the phone? – Video
Attitude over the phone – Quiz
Using the correct language – Video
Phonetic alphabet – Reading
Company standards and procedures for answering calls – Activity
Company standards and procedures for answering calls – Video
Professional communication over the phone – Activity
Module 8
2 videos
1 readings
2 quizzes
Dealing with difficult customers
Types of difficult customers – Video
Diffusing Angry Customer – Quiz
How to deal with difficult customers – Reading
Being assertive when dealing with difficult customers – Video
Knowledge check: Being assertive when dealing with difficult customers – Quiz
Module 9
2 videos
1 activity
1 reading
1 quiz
Handling complaints
Complaints… Hooray! – Video
Complaints – Activity
The CARP model – Video
Knowledge check: The CARP model – Quiz
Measuring customer satisfaction – Reading
Wrapping up
Post-course assessment
FAQ
How does this course work?
Once you enroll, you will be given login details to the learning platform where you can access the course materials. You can then study at your own pace, anytime, anywhere on any device as long as you are connected to the internet. The access to the platform will be valid for 1 month, which you can renew on a monthly basis, though one month is more than enough to complete the content of one course. You can also get extended access, and save from paying monthly subscription if you buy the course in a package. Check the packages here.
Will I get a certificate after the course?
Yes, you will receive a certificate of completion after you complete the course with at least 80% success rate.
What if I don’t pass the course?
In each module of the course, there are quizzes to check your knowledge. You will be given multiple attempts to pass the course. If you don’t pass the first time, you can review the course and do the quizzes again.
What should I do if my name on the certificate is not correct?
Please make sure you enter your personal details correctly when registering. If you have submitted wrong details, email us at hello@selectgroup.ae. We will send the certificate with the correct details.
Can I take several courses?
Of course you can. If you buy courses in a package, you will get a discounted rate and longer access period. Check the packages here.
How often are courses updated?
All courses are regularly updated to ensure the content is current and relevant. Plus, we will keep on adding new courses to the platform to make sure we cater to our client needs based on industry trends and requirements.
How to participate in your other learning events?
We conduct various training activities online and face to face. You can learn about upcoming events on our website or social media pages. Follow us on social media here.
What to do if I have technical problems?
We’re here to help you! Simply send us an email at hello@selectgroup.ae and our support team will resolve the issue.
Can I get a separate invoice if my employer will be paying for the course?
Sure! Many of our learners are sponsored by their organisation. Simply email us at hello@selectgroup.ae with your request.
How long do I have access to the class videos?
If you buy one course, you will be given a 1 month access to the platform, which you can renew on a monthly basis. Also you can buy courses in a package, and get a discounted rate and longer access period. Check the packages here.
Where can I learn more about corporate courses for my company?
Where can I learn more about corporate courses for my company?
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