Minimum CEFR
language requirement: A1

Customer Excellence

Minimum CEFR
language requirement: A1

Duration: 10 Hours

About

1.Customer Service

Develop your customer service skills so that you exceed your customers’ expectations. Understand the customer's pain point, be empathetic and practice the key communication skills such as listening actively, using customer focused language and dealing with complaints.


Learning Outcomes

After completing this course, you will be able to:

  • Understand how one's behaviour impacts the customers' experience

  • Deal with challenging customer interactions- irate customers or managing complaints

  • Deliver service excellence with more confidence


2. Customer-centric Telephoning Skills

In this growing age of technology, we often forget how important it can be to have a simple but effective telephonic conversation. Outside the realm of texting and emails, people still use the telephone as a primary source of communication. Learn how to conduct a meaningful conversation by using the right tone and etiquette to deliver the message clearly.


Learning Outcomes

After completing this course, you will be able to:

  • Answer and make telephone calls in a professional manner

  • Learn techniques to efficiently respond to a customer call

  • Buils rapport with the customer and satisfy their needs quickly

  • Handle a customer's concern or complaint, with empathy and understanding