Customer Service
It costs five times as much to win a new customer than to keep a current one.
Enroll nowIt costs five times as much to win a new customer than to keep a current one.
Enroll nowCustomer 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.
2 videos
pre-course assessment
3 videos
1 activity
2 readings
1 quiz
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
2 videos
1 activity
2 readings
1 quiz
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
2 videos
1 activity
1 reading
Customer journey – stepping into your customers’ shoes – Video
Knowledge check: Customer journey – Activity
Using our senses – Reading
Omni-channel customer service – Video
5 videos
1 activity
1 reading
The RATER model: where are we now? – Reading
RATER model – Activity
Reliability – Video
Assurance – Video
Tangibles – Video
Empathy – Video
Responsiveness – Video
2 videos
1 activity
3 readings
1 quiz
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
2 videos
2 activities
3 readings
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
3 videos
2 activities
1 reading
1 quiz
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
2 videos
1 readings
2 quizzes
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
2 videos
1 activity
1 reading
1 quiz
Complaints… Hooray! – Video
Complaints – Activity
The CARP model – Video
Knowledge check: The CARP model – Quiz
Measuring customer satisfaction – Reading
Post-course assessment
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.
Yes, you will receive a certificate of completion after you complete the course with at least 80% success rate.
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.
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.
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.
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.
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.
We’re here to help you! Simply send us an email at hello@selectgroup.ae and our support team will resolve the issue.
Sure! Many of our learners are sponsored by their organisation. Simply email us at hello@selectgroup.ae with your request.
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?
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