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    Customer Service - Courses

    Uploaded by

    Amr Ibrahim

    Copyright:

    © All Rights Reserved
    Download as PDF, TXT or read online from Scribd

    Customer Service - Courses

    Uploaded by

    Amr Ibrahim
    9 views2 pages

    Original Title

    Customer Service- Courses

    Copyright

    © © All Rights Reserved

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    PDF, TXT or read online from Scribd

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    Copyright:

    © All Rights Reserved
    Download as PDF, TXT or read online from Scribd
    Download as pdf or txt
    9 views2 pages

    Customer Service - Courses

    Uploaded by

    Amr Ibrahim

    Copyright:

    © All Rights Reserved
    Download as PDF, TXT or read online from Scribd
    Download as pdf or txt
    of 2

    S.N.

    Course Name Summary Type of Evaluation


    Introduction to essential principles and practices of excellent
    Customer Service Excellence: Quizzes, assignments, and a final multiple-
    1 customer service, focusing on active listening and
    Foundations choice exam
    communication.
    Advanced Customer Communication Enhances communication abilities, covering advanced techniques Role-playing exercises, peer assessments,
    2
    Skills for customer interactions, including tone and body language. practical scenarios
    Empathy and Emotional Intelligence in Explores the importance of empathy and emotional intelligence Peer-reviewed assignments, reflective journals,
    3
    Customer Service in customer interactions. case studies
    Handling Difficult Customers and Strategies for managing challenging customer interactions and Scenario-based assessments, role-playing
    4
    Conflict Resolution resolving conflicts efficiently. activities, final project
    Examines the impact of digital technologies on customer service, Online quizzes, interactive simulations, final
    5 Customer Service in the Digital Age
    covering best practices for digital support channels. capstone project
    Building Customer Loyalty and Teaches strategies for fostering customer loyalty and retaining Group projects, presentations, case study
    6
    Retention Strategies clients, focusing on relationship management and follow-up. analyses
    Effective Problem-Solving for Customer Provides tools and methods for identifying and solving customer Practical problem-solving exercises, quizzes,
    7
    Service Professionals issues efficiently. final exam
    Mastering Multichannel Customer Skills needed for providing seamless customer support across Practical assignments, simulations, final
    8
    Support multiple channels. assessment
    Customer Service Leadership and Team Focuses on managing and leading customer service teams, Leadership exercises, group discussions, final
    9
    Management including motivating staff and performance management. leadership project
    Cultural Competency in Customer Importance of cultural awareness and sensitivity in customer Peer assessments, cultural scenario analyses,
    10
    Service service, teaching effective interaction with diverse backgrounds. final essay
    Customer Experience Design and Designing and managing customer experiences to enhance Case studies, customer journey mapping
    11
    Management satisfaction and loyalty. projects, final exam
    Telephone Etiquette and Best practices for effective and professional telephone Recorded role-play evaluations, quizzes, peer
    12
    Communication Skills communication. feedback
    Essentials of providing excellent customer support via email and Practical writing assignments, response
    13 Email and Chat Support Best Practices
    chat, focusing on clear and concise writing. analysis, final project
    Measuring and Improving Customer How to measure customer satisfaction and use data for Surveys, data analysis projects, final research
    14
    Satisfaction improvements, covering survey design and data analysis. paper
    Service Recovery and Turning Techniques for effective service recovery and using customer Complaint resolution case studies, role-playing,
    15
    Complaints into Opportunities complaints for improvement. final report
    Customer Service and Support Excellence

    Customer Service and Support Soft Skills

    How to develop soft skills

    How to use Emotional Intelligence in Customer Service

    How to adopt a Growth Mindset in Customer Service

    The importance of customer service in any industry

    How to think about customers and their experiences


    Customer Service & Support
    How to self-reflect and dig deeper into your mindset and your
    Excellence: Advanced Soft
    Skills
    reactions

    The different types of empathy

    How to turn bad situations into positive customer experiences

    How to evaluate stress and understand its origin

    How to deal with escalations

    How to handle the customer’s expectations

    How to follow through, close the case, and ask for feedback

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