CUSTOMER SERVICE TRAINING

                            Mode of Delivery: Online

This course comprises 9 units and will be delivered over 4 weeks. After registration is completed and payments made, students would be issued the link and corresponding password to access study materials.  

The main course materials will be accessible via the school’s virtual learning environment. Tasks are inclusive of, but not limited to:

  •  Independent activities – problem solving
  • Case studies and presentations
  • Responding to scenarios
  • Discussions
  • Self-assessment quizzes

 

SCHEDULE

 1.     Each week you will be provided with guidance on particular topics to focus on, but you must also be prepared to  work independently through all the course material. Classes begin on Monday, on a pre-arranged date.  Students are required to read the materials posted, as well as submit the corresponding assignments.

 2.     All weekly assignments are to be completed and submitted by 11:55pm on the Sunday of the same week.

 

Week 1

Unit 1.  Importance of Customer Service

Assignment

Unit 2. Providing Service to Customers

Assignment

Unit 3. Internal and External Customers

Assignment

Unit 4. Being Customer Friendly

Assignment

 

Week 2

Unit 5. Developing a Positive Attitude

Assignment

Unit 6. Going a Step beyond what is Expected

Assignment

Unit 7.  Dealing with Complaints and Problems

Assignment

 

Week 3

Unit 8. The Basics of Communication

Assignment

Unit 9. Customer Communication

Assignment  

 

Week 4

a) Feedback

b) Mock Test    

END OF COURSE

 EVALUATION (to be arrange between tutor and student)

 

EXAMINATION

A final test would also be conducted at our institution. Students who have obtain a grade of 65% and over would  receive a certificate.