Certificate in Customer Service Excellence

Customer Service Academy English

Course Overview

Duration: 12 Weeks

Course Overview: This practical training program equips participants with the knowledge, communication skills, and professional attitudes needed to provide exceptional customer service and build successful careers in customer-focused industries.

Your Gateway to a Successful Customer Service Career
Develop the skills employers value most and become a customer service professional capable of creating exceptional customer experiences and contributing to business success.

Who Should Attend?

Customer Service Representatives
Front-desk Staff
Retail & Hospitality Workers
Team Leaders

Practical Learning Activities

Customer Service Role Plays, Complaint Handling Simulations, Communication Workshops, Mock Customer Interactions, Case Studies and Group Discussions, Interview Preparation Sessions.

Final Project: Live role-play evaluations and a final multiple-choice exam on service protocols.

Learning Outcomes: Upon successful completion of this course, participants will be able to:

✓ Deliver excellent customer service confidently
✓ Communicate professionally with customers and colleagues
✓ Handle customer complaints effectively
✓ Build positive customer relationships
✓ Demonstrate workplace professionalism
✓ Improve employability and career prospects
✓ Perform successfully in customer-facing roles

Curriculum

Understanding Customer Service, The Importance of Customer Satisfaction, Customer Expectations, The Customer Service Professional.

Positive Attitude and Mindset, Professional Appearance and Conduct, Workplace Ethics, Time Management and Self-Discipline.

Verbal Communication, Non-Verbal Communication, Listening Skills, Professional Telephone Etiquette, Business Communication Fundamentals.

Customer Needs and Expectations, Customer Behaviour, Building Customer Relationships, Creating Positive Customer Experiences.

Service Standards, Delivering Outstanding Service, Managing Customer Interactions, Creating Customer Loyalty.

Understanding Customer Complaints, Problem-Solving Techniques, Conflict Resolution, Managing Difficult Customers, Service Recovery Strategies.

Customer-Centric Selling, Identifying Customer Needs, Cross-Selling and Up-Selling, Building Long-Term Relationships.

Online Customer Support, Email and Chat Etiquette, Social Media Customer Service, Customer Service Technology.

Working Effectively in Teams, Collaboration and Cooperation, Workplace Communication, Professional Behaviour.

Career Opportunities, Resume and Cover Letter Preparation, Interview Skills, Professional Growth and Leadership.

Frequently Asked Questions

No specific prerequisites unless stated otherwise in the entry requirements.

Delivery mode is specified in the course details panel.

LKR 15,000.00

Total Course Fee

Duration 12 Weeks
Language English
Delivery Mode Live Zoom / Online

Certificate in Customer Service Excellence

Course Overview

Who Should Attend?

Practical Learning Activities

Curriculum

Module 1: Introduction to Customer Service

Module 2: Professional Attitude and Personal Development

Module 3: Effective Communication Skills

Module 4: Understanding Customers

Module 5: Customer Service Excellence

Module 6: Handling Customer Complaints

Module 7: Sales and Customer Service

Module 8: Digital Customer Service

Module 9: Teamwork and Workplace Professionalism

Module 10: Career Development in Customer Service

Frequently Asked Questions

Are there any prerequisites?

Is this program conducted online or physically?

LKR 15,000.00

Skillvora Academy