Subject

Customer Service

The ZIM Certificate in Marketing Level 3 grounding in customer service — understanding customers, service quality, communication, complaint handling and building customer loyalty.

What this subject covers

The ZIM Certificate in Marketing Level 3 grounding in customer service — understanding customers, service quality, communication, complaint handling and building customer loyalty.

Lesson topics

Chapter 1: Customer Service and Customer Care
Chapter 2: Types of Customers and the Customer-Service Chain
Chapter 3: Importance and Roles of Customer Service
Chapter 4: Customer Expectations
Chapter 5: Characteristics of Good Customer Service and Going the Extra Mile
Chapter 6: Customer-Service Competences, Skills and Staff Characteristics
Chapter 7: Improving Customer Service and Creating a Culture of Excellent Service
Chapter 8: Customer Experience and How to Measure It
Chapter 9: Customer Feedback
Chapter 10: Complaints and Problem Handling
Chapter 11: Difficult Customers
Chapter 12: Moments of Truth
Chapter 13: Customer Analysis and Customer Profiling
Chapter 14: Communication in Customer Service
Chapter 15: Telephone Customer Service
Chapter 16: Internet and Digital Customer Service
Chapter 17: Queue Management and Service-Delivery Problems
Chapter 18: Stress Management
Chapter 19: Time Management
Chapter 20: Technology and Digital Customer Service
Chapter 21: Customer Relationship Management and Customer Retention

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 K600.00

Assessment fee Not applicable — no assessment

Total amount to pay K600.00

Save K800.00 by bundling

Pay K4,000.00 for all 8 subjects in ZIM Marketing Level 3 instead of K4,800.00 — assessment fees included, no extra payment. View the programme.

21 lesson topics

No assessment at present. This subject is currently study-only: you get the full lessons, but there is no assessment to take, so it doesn't lead to a certificate for now.

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

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