A practical certificate course for receptionists, call-centre agents, front-office and counter staff, hospitality workers and anyone whose job involves serving customers. You learn what good service means and why it matters, how to understand customer needs and expectations, and how to serve internal and external customers. You practise communicating face to face, by telephone, in writing and through WhatsApp, email, live chat and social media, then learn to handle complaints and difficult customers, recover service failures and serve diverse customers. The course also covers service standards and measures such as CSAT, NPS and first-contact resolution, CRM records, consumer protection, data privacy, teamwork and career growth. It covers the classroom knowledge of customer service; practical skills develop through supervised workplace practice, and any national examinations or workplace assessments are registered and taken separately.
9h13 lessonsVerifiable certificate
$219.00
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