Customer Service Excellence
Customer service is the heart of business success. In today's competitive landscape, exceptional customer experiences drive loyalty, retention, and growth. Master the art of customer engagement and become a valuable asset to any organization.
What You'll Learn
Customer Relationship Management (CRM)
Conflict Resolution & Problem Solving
Multi-channel Customer Support
Customer Retention Strategies
Digital Customer Service Tools
Service Quality Management
Our Pedagogy: Learning by Doing
Our customer service program focuses on real-world scenarios and role-playing exercises. Students practice handling various customer situations and learn to use modern customer service technologies effectively.
Program Highlights
- •6-week comprehensive customer service curriculum
- •Hands-on CRM system training
- •Real customer scenario practice
- •Industry expert mentorship
- •Customer service certification
Career Outcomes
- •Customer Service Representative
- •Customer Success Manager
- •Support Team Lead
- •Client Relations Specialist
- •Customer Experience Analyst
Weekly Programme
Week 1
- Understanding Customer Expectations
- Communication Skills for Service
- Customer Service Principles
- Building Customer Rapport
Customer Service Fundamentals
Week 2
- Identifying Customer Pain Points
- De-escalation Techniques
- Problem-Solving Methodologies
- Handling Difficult Customers
Conflict Resolution & Problem Solving
Week 3
- CRM System Navigation
- Customer Data Analysis
- Tracking Customer Interactions
- Personalization Strategies
CRM & Customer Data Management
Week 4
- Phone Support Best Practices
- Email and Chat Support
- Social Media Customer Service
- Omnichannel Experience Management
Multi-channel Support
Week 5
- Customer Retention Strategies
- Loyalty Program Management
- Upselling and Cross-selling
- Customer Feedback Management
Customer Retention & Loyalty
Week 6
- Service Quality Metrics
- Performance Improvement
- Career Paths in Customer Service
- Capstone Project: Customer Service Strategy
Service Quality & Career Development
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