Customer Service Consultant

Course Overview

Number of Modules
Complete 10 Modules to Pass

Pass Mark


After each Major Section/Module

Learning Material

Included in Transcript

Course Outline

Module 1:
Introduction to Customer Service:

  • Definition and importance of customer service
  • Evolution of customer service
  • Role and responsibilities of a customer service agent

Module 2:
Communication Skills:

  • Verbal and non-verbal communication
  • Active listening techniques
  • Developing empathy
  • Handling difficult conversations

Module 3:
Understanding Customer Needs:

  • Identifying customer expectations
  • Customer segmentation
  • Anticipating and addressing customer needs
  • Creating positive customer experiences

Module 4:
Product/Service Knowledge:

  • In-depth understanding of the products or services offered
  • Handling product-related queries
  • Resolving issues related to products or services

Module 5:
Problem Solving and Decision Making:

  • Analytical thinking skills
  • Problem-solving techniques
  • Decision-making processes in customer service

Module 6:
Technology and Tools:

  • Familiarity with customer service software
  • Use of CRM (Customer Relationship Management) systems
  • Social media and customer service

Module 7:
Handling Difficult Customers:

  • Dealing with angry or upset customers
  • Conflict resolution strategies
  • Turning negative experiences into positive ones

Module 8:
Professionalism and Etiquette:

  • Professional communication
  • Business etiquette in customer service
  • Maintaining a positive and professional image

Module 9:
Continuous Improvement:

  • Feedback mechanisms
  • Learning from customer interactions
  • Implementing improvements in service delivery

Module 10:
Regulatory Compliance and Ethics:

  • Legal and ethical considerations in customer service
  • Privacy and data protection
  • Compliance with industry standards

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  1. Introduction to Customer Service:

Not Completed

2. Communication Skills:

Not Completed

3. Understanding Customer Needs:

Not Completed

4. Product/Service Knowledge:

Not Completed

5. Problem Solving and Decision Making:

Not Completed

6. Technology and Tools:

Not Completed

7. Handling Difficult Customers:

Not Completed

8. Professionalism and Etiquette:

Not Completed

9. Continuous Improvement:

Not Completed

10. Regulatory Compliance and Ethics:

Not Completed