Subject

Customer Service

Delivering service that builds loyalty — customer expectations, handling complaints, service quality, and building lasting customer relationships.

What this subject covers

Delivering service that builds loyalty — customer expectations, handling complaints, service quality, and building lasting customer relationships.

Lesson topics

Definition, Importance and Improving Customer Service
Characteristics of Excellent Customer Service
Roles and Needs of Customer Service
Customer Feedback
Customer Expectations
Communication in Customer Service
Handling Customer Complaints and Difficult Customers
Customer Retention
Customer Service Skills, Stress and Time Management
Technology, Customer Analysis and Customer Satisfaction
Moments of Truth, Case Studies and Key Terminologies
Service Quality Models: SERVQUAL and the Gaps Model
Customer Service Standards and Service Level Agreements
Internal Customer Service
Telephone Etiquette and Call Centre Customer Service
Face-to-Face Customer Service Skills
Service Recovery Strategies
Customer Loyalty Programmes
Cultural Sensitivity and Diversity in Customer Service
Customer Service in Digital and Social Media Channels
Measuring Customer Satisfaction: NPS, CSAT and CES
Emotional Intelligence in Customer Service
Handling Vulnerable and Distressed Customers
Ethical Upselling and Cross-Selling
Building a Customer Service Culture and Consumer Protection

CPD advantage: Completing this subject may qualify for Continuous Professional Development (CPD) points with your professional body — check with them for recognition.

Fees

Course fee K450.00

Assessment fee Included — no extra charge

Total amount to pay K450.00

Save K1,200.00 by bundling

Pay K1,500.00 for all 6 subjects in Certificate of Knowledge in Marketing instead of K2,700.00 — assessment fees included, no extra payment. View the programme.

25 lesson topics · 25 assessment questions · Pass mark: 95%

Remember: you must apply for a minimum of 2 subjects in total.

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