Duration
4 weeks
Delivery
Online
Language
English
Cost
$150 (Ugx 577,500) per participant.
About the Course
It is no longer possible to take Customer service for granted. People are more connected today than ever before. They are constantly sharing their experiences, including and particularly bad support interactions.
course aim
The Fundamental Certificate in Customer Relations and Service course is designed to equip participants, essentially workers, with requisite knowledge and skills on the Basics of customer service. The course is divided into nine topics.
We deliver this course online through methods such as: lecture, illustrations, interactive discussions and group exercises/ workshops. Participants will be provided with resourceful information and assignments on the topics already covered so as to aid better understanding and grasp of the concepts discussed .
What you will learn
- Module 1: Introduction to customer Service: What is customer service?
- Module 2: Customer Service: Communication skills
- Module 3: Customer analysis: Knowing your customer
- Module 4: Handling customer complaints: Working with difficult customers.
- Module 5: Telephone Customer service: Mastering the telephone
- Module 6: Internet customer skills: optimizing social media
- Module 7: Time management strategies: dealing with time wasters
- Module 8: Stress Management strategies:Avoiding burn-out
- Module 9: Teamwork in customer service: Understanding your systems.
What you will gain
- You will be able to segment customers and establish service needs that relate to different categories.
- You will practice the connection between effective communication skills and customer service excellence in everyday work life.
- You will learn how to effectively convert irate customers into loyal customers.
- You will learn how to operate telephones, emails, and Social Media to boost customer relations and customer service.
Who should study this course
- Directors
- Line Managers
- Supervisors
- Front desk Employees
- Any other individual in Constant touch with customers in a business or organisation
Meet your Facilitator
James Bulenzibuto
Course Facilitator
contact us
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Visit us
Nexus International University Plot 105, Block 124 P.O.BOX 70773, Clock Tower Kampala Uganda Ttamu, Mityana Municipality
Call us
+256 772 202 136 / 137
Call us
+256 709370201
Email us
infoniu@niu.ac.ug