Customer Service Course

By the end of this course, the student should be able to 

1. explain what customer service entails, 

2. understand how to handle different types of customers, 

3. communicate effectively to customers, 

4. make and answer calls professionally, 

5. manage their time effectively, and 

6. identify signs of customer’s satisfaction.

This course has six main lessons. 

Lesson 1 will introduce the student to customer service. 

Lesson 2 will outline the types of customers the student is likely to encounter as a customer service agent. 

Lesson 3 will teach the student how to communicate effectively with customers. 

Lesson 4 deals with telephone techniques. 

Lesson 5 will discuss ways to maintain the student’s time well. 

Lesson 6 will discuss the satisfaction scale of customers.

Customers are the lifeline of any business, and without them, any business can fail. Therefore, it is essential to offer them excellent services which will then boost customer retention and revenues.

This course aims at equipping the learner with the skills necessary to attract and retain customers in his/ her business.

By the end of this course, the learner should be able to

1. explain what customer service entails,

2. understand how to handle different types of customers,

3. communicate effectively to customers,

4. make and answer calls professionally,

5. manage their time effectively, and

6. identify signs of customer’s satisfaction.

This course has six main lessons;

Lesson 1

The first lesson of this course will introduce the learner to the concept of customer service. It will define what customer service is, explore the different types of customer service, explain the characteristics of excellent customer service, outline the attributes of an active customer service agent and explain the key to excellent customer service. By the end of this lesson, the learner should be able to explain and understand the aspects of high-quality customer service.

Lesson 2

The second lesson of this course will dive deeper into the qualities of effective customer service. This lesson will begin by discussing the different types of customers that the learner is likely to encounter and how to handle them. By the end of this lesson, the learner should be able to handle different types of customers.

Lesson 3

Lesson three of this course will discuss communication as one of the effective tools of excellent customer service. This lesson will define communication, explain the importance of communication, explore verbal and non-verbal communication, and explain what communication skills the learner ought to have in order to have excellent customer service. By the end of this lesson, the learner should be able to communicate effectively with customers.

Lesson 4

The fourth lesson of this course will look into telephone etiquette. When making or receiving calls from the customers, specific telephone etiquette rules should be followed. This lesson explores these phone etiquette rules by outlining the Dos and Don’ts of making or receiving calls. By the end of this lesson, the learner should be able to handle customers’ calls professionally.

Lesson 5

In this lesson, the learner will learn about time management. The lesson will explain the strategies for proper time management and explain the relativity of time. By the end of this lesson, the learner should be able to manage his/her time well to serve customers more efficiently.

Lesson 6

This is the last lesson of this course; the learner will study customer satisfaction. Customers will only purchase goods and service from the companies that guarantee satisfaction. When there is no satisfaction, they move on to the next company. In this lesson, the learner will discover how he/she can use customer service satisfaction scale to measure the level of the customers’ satisfaction with his/her service; this is important because it will enable the learner to identify the gaps and hence improve on the customer service satisfaction. By the end of this lesson, the learner should be able to identify the signs of customers’ satisfaction and/or dissatisfaction to improve customer service experience.