Certificate in Customer Service

Certificate in Customer Service

Each and every one of us serves customers, whether we realize it or not. Maybe you're on the front lines of a company, serving the people who buy your products. Perhaps you're an accountant, serving the employees by producing their pay checks and keeping the company running. Or maybe you're a company owner, serving your staff and your customers.

The Customer Service workshop will look at all types of customers and how we can serve them better and improve ourselves in the process. Your participants will be provided a strong skillset including in-person and over the phone techniques, dealing with difficult customers, and generating return business.

150,000 USh
150000.0 UGX 150,000 USh
150,000 USh
Last Update 08/04/2023
Completion Time 6 hours 20 minutes
Members 0
Professional Paid Development Basic
  • Module One: Getting Started
    • Workshop Objectives
  • Module Two: Who We Are and What We Do
    • Who Are Customers?
    • What Is Customer Service?
    • Who Are Customer Service Providers?
    • Module Two: Review Questions
      10 xp
  • Module Three: Establishing Your Attitude
    • Appearance Counts!
    • The Power of a Smile
    • Staying Energized
    • Staying Positive
    • Module Three: Review Questions
      10 xp
  • Module Four: Identifying and Addressing Customer Needs
    • Understanding the Customer’s Situation
    • Staying Outside the Box
    • Meeting Basic Needs
    • Going the Extra Mile
    • Module Four: Review Questions
      10 xp
  • Module Five: Generating Return Business
    • Following Up
    • Addressing Complaints
    • Turning Difficult Customers Around
    • Module Five: Review Questions
      10 xp
  • Module Six: In-Person Customer Service
    • Dealing with At-Your-Desk Requests
    • The Advantages and Disadvantages of In-Person Customer Service
    • Using Body Language to Your Advantage
    • Module Six: Review Questions
      10 xp
  • Module Seven: Giving Customer Service over the Phone
    • The Advantages and Disadvantages of Telephone Communication
    • Telephone Etiquette
    • Tips and Tricks
    • Module Seven: Review Questions
      10 xp
  • Module Eight: Providing Electronic Customer Service
    • The Advantages and Disadvantages of Electronic Communication
    • Understanding Netiquette
    • Tips and Tricks
    • Eliminate Electronic Ping Pong
    • Module Eight: Review Questions
      10 xp
  • Module Nine: Recovering Difficult Customers
    • De-Escalating Anger
    • Establishing Common Ground
    • Setting Your Limits
    • Managing Your Own Emotions
    • Module Nine: Review Questions
      10 xp
  • Module Ten: Understanding When to Escalate
    • Dealing with Vulgarity
    • Understanding When to Escalate
    • Coping with Insults
    • Dealing with Legal and Physical Threats
    • Module Ten: Review Questions
      10 xp
  • Module Eleven: Ten Things You Can Do to WOW Customers Every Time
    • Ten Tips
  • Module Twelve: Wrapping Up
    • Words from the Wise
    • End of course Certification
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