CERTIFICATE IN CUSTOMER SERVICESKILLS هذه الدورة تدرس باللغة الإنجليزية

تفاصيل الدورة

What will I learn?

1. To be able to provide enjoyable, relaxing, satisfying experience for customers
2. To be able to handle with difficult customers
3. To achieve excellence in customer service
4. To realise the importance of good customer service skills

Entry Requirements

Camford International College is dedicated to providing superb higher education to outstanding students from all backgrounds. CIC qualifications are open to everyone who is at least 16 years old and above with a mediocre of English. The syllabus builds step-by-step and you will develop your knowledge and skills as you progress through the qualification.

Who should take this course?

This course is aimed for customer service representatives, sales representatives, technical support agents, hospitality workers, servers and retail associates who need to possess a high degree of customer service skills to perform their jobs.

How will I benefit from taking this course?

After completing the course, the learners will have the benefits mentioned below:

• Using cooperative language to help the customer using the appropriate tone of voice for the situation
• Effective communication (face-to-face/telephone skills/internet skills)
• Problem solving
• Professionalism
• Ability to respond to different customer needs Interpersonal skills
• Customer relations
• Handling customer complaints effectively by understanding the benefits of satisfying customer complaints

Customer service is an important aspect for all businesses as they help retaining customers and build their business. Many companies have realised the criticality of customer service for their businesses and have started focusing on their employees on skills required for customer service.

Course Outline

The certificate series consists of the (11) areas listed below, totalling approximately 8 hours of learning.

• What are excellent customer service skills
  1. Reliability
  2. Timeliness
  3. Effectiveness
  4. Service with a smile
  5. The Customer's always right
• What are soft skills in customer service
  1. Significance
  2. Identification such as active listening, taking ownership and treating the customer with dignity and respect
  3. Considerations
  4. Face-to-Face
  5. Telephone Skills
  6. Internet Skills
• What are good customer service skills
• How to improve your customer service skills
• How to provide good customer service
• What angry customers need and want
• What are the benefits of satisfying customer complaints
• Types of customer complaints
• How to handle customer complaints
• What are the benefits of good customer service skills

How will I be assessed?

The assessment will be attendance-based criteria. At the end of the course, those who meet 75% attendance will be issued the Certificate of Attendance and Letter of Certification.