Microsoft Excel Course
Welcome to the Microsoft Excel Course, below is a course outline of each section you will go through before receiving your certificate.
Excel is a spreadsheet program that allows you to store, organize, and analyze information. While you may believe Excel is only used by certain people to process complicated data, anyone can learn how to take advantage of the program’s powerful features. Whether you’re keeping a budget, organising a training log, or creating an invoice, Excel makes it easy to work with different types of data.

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Course Overview
Number of Modules
Complete 8 Modules to Pass
Pass Mark
80%
Certificate
Yes
Assessments
After each Major Section/Module
Learning Material
Yes
Included in Transcript
Yes
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
You must be logged in to take this course
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