One of the most effective and least expensive ways to market a business is through excellent customer service. After all, customers form the foundation of each and every business entity. However, today’s customers are much sophisticated than they were years ago. They are now more informed about how products should perform and they understand that if they are dissatisfied with the service they receive, they can turn to another provider.
No business would like to lose customers. As such, the importance of excellent customer service could not be understated. In many cases, customer service is the positive element that ensures customer loyalty.
At the end of this course, students shall learn how to: (1) define customer service; (2) recognise the difference between customer expectations and customer perceptions; (3) identify the needs of customers; (4) properly communicate with customers; (5) formulate strategies to achieve customer service success; and (6) effectively lead in delivering quality customer service.
To achieve these goals, this course shall make use of interactive materials to present the concepts of the topics to be discussed. Assessments shall be done after the entire course to check for knowledge retention and understanding.
It is the responsibility of every business owner to know their customers and to provide them with quality level of service. At the end of the day, making customers feel satisfied is the best means to win their loyalty and keep them coming back for more.
– What Is Customer Service?
– The Challenges of Customer Service
– Problem Solving
– Strategy for Formulating a Plan for Success
– Communications in Customer Service
– Coping with Challenging Customers
– Leadership in Customer Service
– Customer retention and measurement of satisfaction
-Technology and Customer Service
-Excellence in Customer Service
Students who complete this course will receive a certificate of achievement from Touchawards, a recognized accrediting organisation. The certificate serves as an official recognition for the students’ educational experience, and can be used to add weight to their educational qualifications.
This course consists of several modules, each of which is self-contained. This ensures that students can easily get the information they need when they need it.
Students can completely access the course using a PC/laptop. Our learning management system (LMS) is 24/7, the LMS itself is accessible online and operational everyday at any time, students have the freedom to tailor their study time around their existing schedules.
Estimated duration of completion for this course is 30 hours. Such number of hours may be cut shorter or may take longer depending on the students’ pace of learning and ability to take in information. Also, students’ may choose to study the modules over several sessions or complete the entire course in one sitting.
One year full access will be given to students who intend to take the course. The students can then define the pace at which they will complete all modules within the abovementioned period.
No requirement to take this course
– Develop or fine-tune your knowledge and skills to achieve career progression
– Gain background in your chosen career
– Improve promotional opportunities or transition to a new profession
– Enable you to achieve personal enrichment
– Help build your CV
– Show your commitment to lifelong learning