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The Customer Service Workplace

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Study Mode: Online
Enrolled: 1964 students
Course view: 9592
Duration: Self-Paced Learning
Lectures: 15
Course type: Short Courses
Certificate of Completion: NGN 3,500
customer service workplace

The fundamental duties of a customer service worker (CSW) are to answer questions and resolve problems.

Success often depends on how well the CSW is able to connect with customers on a personal level.

In this course we will discuss skills related to creating and relaying a professional and helpful attitude, creating a strong first impression, communicating well verbally and non-verbally, and – most importantly – understanding exactly what your customer needs and wants.

Completing this unit should take you approximately 5 hours.

Upon successful completion of this unit, you will be able to:

  1. Describe the customer service workplace and duties;
  2. Illustrate proper attitudes for effective customer service and means to create favorable first impressions
  3. Understand customers’ needs and wants
  4. Identify verbal and non-verbal communication tactics.

 

Course Curriculum

SECTION 1: THE WORK PLACE

1
Introduction to the Roles of a Customer Service Worker
Self-Paced
2
The Customer Service Workplace
Self-Paced
3
Important Skillsets for Customer Service Workers
Self-Paced
4
Creating Favorable Impressions
Self-Paced
5
Quiz
10 questions

SECTION 2: MARKETING: FUNDAMENTAL TERMS AND CONCEPTS

1
Marketing
Self-Paced
2
Market Segmentation, Targeting and Positioning
Self-Paced
3
Branding
Self-Paced
4
Market Share
Self-Paced
5
Quiz
10 questions

SECTION 3: VERBAL AND NONVERBAL COMMUNICATION

1
Communication Modes
Self-Paced
2
Verbal Communication Techniques
Self-Paced
3
Nonverbal Communication Techniques
Self-Paced
4
Best Business Writing Tips
Self-Paced
5
The Sixty-Second Elevator Pitch
Self-Paced
6
Understanding the Customer
Self-Paced
7
Wrapping Up
Self-Paced
8
Quiz
10 questions

 

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Price:
₦10,000 ₦3,500
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