Microsoft Excel Course

Course Overview

Number of Modules
Complete 8 Modules to Pass

Pass Mark


After each Major Section/Module

Learning Material

Included in Transcript

Course Outline

Module 1:
Getting to know Excel

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

Module 2:
Working with Cells

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

Module 3:
Modifying Columns, Rows, and Cells

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

Module 4:
Formatting Cell

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

Module 5:
Understanding Number format in Excel

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

Module 6:
Using Find & Replace

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

Module 7:
Formulas and Functions

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

Module 8:
Most Used Functions

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

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1. Getting to know Excel

    Not Completed

    2. Working with Cells

    Not Completed

    3. Modifying Columns, Rows, and Cells

    Not Completed

    4. Formatting Cell

    Not Completed

    5. Understanding Number format in Excel

    Not Completed

    6. Using Find & Replace

    Not Completed

    7. Formulas and Functions

    Not Completed

    8. Most Used Functions

    Not Completed