Customer Service Course

Category

Business & Management

Level

beginner

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Overview Curriculum FAQ

Course Curriculum

Module 01: Foundations of Customer Service
- 1.1 Introduction to Customer Service
- 1.2 Understanding Customer Expectations
- 1.3 Customer Service Standards
- 1.4 The Customer Journey
- 1.5 Professional Service Behaviours
Module 02: Customer Communication Skills
- 2.1 Effective Customer Communication
- 2.2 Active Listening Techniques
- 2.3 Questioning and Clarifying Needs
- 2.4 Positive Language and Tone
- 2.5 Written and Digital Communication
- 2.6 Communicating with Diverse Customers
Module 03: Delivering Quality Customer Experiences
- 3.1 Identifying Customer Needs
- 3.2 Personalising Customer Service
- 3.3 Building Customer Trust
- 3.4 Managing Customer Expectations
- 3.5 Creating Positive Service Experiences
Module 04: Complaints and Difficult Situations
- 4.1 Understanding Customer Complaints
- 4.2 Handling Difficult Customers
- 4.3 De-Escalation Techniques
- 4.4 Service Recovery Strategies
- 4.5 Resolving Customer Problems
- 4.6 Escalating Complex Issues
Module 05: Digital and Multichannel Customer Service
- 5.1 Telephone Customer Service
- 5.2 Email Customer Support
- 5.3 Live Chat and Messaging
- 5.4 Social Media Customer Service
- 5.5 Customer Relationship Management Systems
Module 06: Australian Customer Service and Improvement
- 6.1 Australian Consumer Law Awareness
- 6.2 Privacy and Customer Information
- 6.3 Accessibility and Inclusive Service
- 6.4 Measuring Customer Satisfaction
- 6.5 Using Customer Feedback
- 6.6 Continuous Service Improvement

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