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weSelectSelfearning
Customer Service
Effective presentation skills can be extremely powerful
4.99/5 Rating
(from 1000+ reviews)
About this 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 features
Videos Lessons
Learning Activities
Reading Materials
Quiz
Knowledge Assessment
4.99/5 Rating (from 1000+ reviews)
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Course outline
Introduction to customer service
Total videos in this module: 3 Videos
- 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
Total videos in this module: 2 Videos
- 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
Total videos in this module: 2 Videos
- Customer journey – stepping into your customers’ shoes – Video
- Knowledge check: Customer journey – Activity
- Using our senses – Reading
- Omni-channel customer service – Video
Total videos in this module: 5 Videos
- The RATER model: where are we now? – Reading
- RATER model – Activity
- Reliability – Video
- Assurance – Video
- Tangibles – Video
- Empathy – Video
- Responsiveness – Video
Total videos in this module: 3 Videos
- 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
Total videos in this module: 2 Videos
- 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
Total videos in this module: 3 Videos
- 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
Total videos in this module: 2 Videos
- 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
Total videos in this module: 2 Videos
- Complaints… Hooray! – Video
- Complaints – Activity
- The CARP model – Video
- Knowledge check: The CARP model – Quiz
- Measuring customer satisfaction – Reading
Wrap-up and post-course assessment
Our happy customers
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Discover our packages
Personal development package
10 courses
6-month subscription
USD500 USD250
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6-month subscription
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Basic leadership package
10 courses
6-month subscription
USD700 USD350
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Build-your-own package
5 courses
3-month subscription
Save 25% when you buy in package of 5
Frequently asked questions
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.
Have more questions? Click here to get in touch.
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Select Group is an internationally recognised Learning and Development provider with more than 20 years of experience in the field of corporate training and consultancy.
✔ Qualified Trainers
✔ English & Arabic
✔ Customer Focused
✔ Internationally Qualified
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Head Office: Office 1501 Al Yasat Tower, Fatima Bint Mubarak (Najda) Street, P.O. Box 44705, Abu Dhabi, UAE.
Dubai Office: Office 117, Al Attar Business, Centre, Sheikh Zayed Road, Al Barsha 1, P.O. Box 334058, Dubai, UAE.
KSA Office: Office 7470, Uthman ibn Affan Road,
Al Taawun District, P.O. Box 84994, Riyadh, K.S.A.
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Select Group is an internationally recognised Learning and Development provider with more than 20 years of experience in the field of corporate training and consultancy.
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Head Office: Office 1501 Al Yasat Tower, Fatima Bint Mubarak (Najda) Street, P.O. Box 44705, Abu Dhabi, UAE.
Dubai Office: Office 117, Al Attar Business, Centre, Sheikh Zayed Road, Al Barsha 1, P.O. Box 334058, Dubai, UAE.
© 2023 Select Training & Management LLC. Tax Registration Number: 100003031000003.
Request a call back
Slots are limited, so request your call back as soon as possible.
Discover Select
Select Group is an internationally recognised Learning and Development provider with more than 20 years of experience in the field of corporate training and consultancy.
1
+
Delegates
1
+
Happy Clients
1
+
Training Hours
✔ Qualified Trainers
✔ English & Arabic
✔ Customer Focused
✔ Internationally Qualified
Our partners
Previous
Next
Courses
Menu
Training
Menu
ABOUT US
Menu
RECENT ARTICLES
Head Office: Office 1501 Al Yasat Tower, Fatima Bint Mubarak (Najda) Street, P.O. Box 44705, Abu Dhabi, UAE.
Dubai Office: Office 117, Al Attar Business, Centre, Sheikh Zayed Road, Al Barsha 1, P.O. Box 334058, Dubai, UAE.
KSA Office: Office 7470, Uthman ibn Affan Road,
Al Taawun District, P.O. Box 84994, Riyadh, K.S.A.
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