Microsoft Outlook Course

Welcome to the Microsoft Outlook Course, below is a course outline of each section you will go through before receiving your certificate.

To use Outlook, you’ll navigate between several different views, including Mail, Contacts, Calendar, and Tasks. Because of these robust productivity features, Outlook is often used in many offices and workplaces to help employees communicate, manage their time, and organize meetings.

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Course Overview

Number of Modules
Complete 6 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:
Basics of Outlook

  • Role of call centres and technology usage
  • Significance of excellent customer service for successful career as call centre agents

Module 2:
Sending and Receiving Mails

  • Essential customer service skills for call center agents
  • Effective customer communication
  • Handling difficult situations with empathy and professionalism
  • Mastering problem-solving for strong customer relationships

Module 3:
Organising and Managing Emails

  • Deep understanding of product offerings and services
  • Effective communication of product features and benefits
  • Proficiency in identifying and addressing customer needs
  • Mastering persuasive communication techniques for successful sales closing

Module 4:
Managing Contacts

  • Enhancing verbal and written communication skills
  • Practicing clear and empathetic interactions with customers
  • Learning conflict resolution techniques
  • Importance of maintaining professionalism in challenging customer situations

Module 5:
Managing your Calendar

  • Effective monitoring and evaluation of customer interactions
  • Ensuring adherence to established quality standards
  • Importance of compliance with legal regulations
  • Emphasis on data privacy and security practices in call centre operations

Module 6:
Collaborating with Calendars

  • Effective task prioritisation in a call centre environment
  • Juggling multiple calls and inquiries while maintaining productivity
  • Setting realistic goals and monitoring progress
  • Utilising tools like calendars, to-do lists, and time-tracking software to prevent burnout and improve customer service

You must be logged in to take this course

1. Basics of Outlook

Not Completed

2. Sending and Receiving Mails

Not Completed

3. Organising and Managing Emails

Not Completed

4. Managing Contacts

Not Completed

5. Managing your Calendar

Not Completed

6. Collaborating with Calendars

Not Completed