Customers Service Skills Diploma

What will I learn

This Diploma in Customer Service is comprehensive and is designed to cover key areas listed under the curriculum.

DURATION: 5 WEEKS (SATURDAY & SUNDAY)
TIME: SATURDAY (10 AM – 3 PM) & SUNDAY (12 PM – 5 PM)

Certification

Successful candidates will be awarded “Diploma in Customer Service”.

Career Paths

On completion of the course, you will have many different career paths open to you, including:
 Contract Centre Supervisor
 Customer Service Team Leader
 Customer Relations Advisor
 Hotel Manager
 Sales Manager
 Customer Service Manager

Course Outline

WEEK 1

  • CUSTOMER SERVICE PRINCIPLES
  • CUSTOMER SERVICE ESSENTIALS
  • SETTING CUSTOMER SERVICE GOALS & OBJECTIVES
  • COMMUNICATION SKILLS FOR CUSTOMER SERVICE
  • CUSTOMER SERVICE TECHNIQUES
  • HOW TO MANAGE CUSTOMER SERVICE TEAM

WEEK 2

  • IMPROVING YOUR CUSTOMER SERVICE LEADERSHIP
  • LEADING CUSTOMER SERVICE TEAM
  • TEAM WORKING AND TEAM BUILDING
  • HANDLING CUSTOMER COMPLAINS
  • HOW TO WORK WITH UNHAPPY CUSTOMERS
  • HOW TO GAIN BACK LOST CUSTOMERS

WEEK 3

  • CONNECT WITH PROFESSIONAL SERVICE
  • COMMUNICATE EFFECTIVELY
  • MANAGE THE CALL
  • MANAGE THE CUSTOMER
  • SERVICE ABOVE AND BEYOND
  • MANAGE STRESS

WEEK 4

  • TELEPHONE TECHNIQUES
  • TELEPHONE ETIQUETTE
  • TELEPHONE CUSTOMER SERVICE
  • POWER OF TELEPHONE COURTESY
  • INTERNAL CUSTOMER SERVICE
  • CUSTOMER SERVICE AT CALL CENTERS

WEEK 5

  • SOCIAL INTELLIGENCE
  • NEGOTIATION SKILLS
  • TIME MANAGEMENT
  • WORK LIFE BALANCE
  • STRESS MANAGEMENT AT WORKPLACE
  • SAFETY IN THE WORK PLACE

WEEK 6

  • MOCK EXAM
  • FINAL EXAM
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