Customer Excellence

1.Customer Service (Duration: 10 hours, Minimum CEFR: A1)

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

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2. Customer ettiquette program (Duration: 40 hours, Minimum CEFR: B1)

Ensures that employees provide a positive and professional image to customers, which enhances customer satisfaction and loyalty. It is important in building trust, respect, and long-term relationships with customers, which ultimately leads to increased revenue and business growth.

Learning Outcomes

After completing this course, you will be able to:

• Provide excellent customer service that exceeds customer expectations by being responsive, courteous, and professional.

• Handle customer complaints and problems in a calm and efficient manner, resulting in a positive outcome for both the customer and the company.

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3. Customer-centric Telephoning Skills (Duration: 10 hours, Minimum CEFR: A1)

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

• Build rapport with the customer and satisfy their needs quickly

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