Industry Certificate in Customer Service

School of Careers
Last Updated June 29, 2021

Description

The Industry Certificate in Customer Service introduces the fundamentals and optimisation of an excellent customer service to be applied in a range of industries.

Students are expected to become more customer-focused and have a complete understanding about customers’ logical and emotional motivations which prepared them to deliver an outstanding service to customer. Apart from that, students will be learning the skills to deal with customer complains and feedbacks in a professional manner.

Upon completion of this course, students will come out as skilled individuals with well-rounded skills of all aspects of customer service, from face-to-face service to telephone and digital service. This modules will prepare individuals to embark on the fast lane of career progression in the booming customer service industry.

Learning Objectives

Demonstrate excellent customer service techniques
Develop people management skills and communication skills in a positive manner at all times
Learn the ways of achieving customer satisfaction through face-to-face contacts, telephone, and online platform

Career Options

  • Customer Service Representative
  • Customer Service Specialist
  • Customer Service Operations Manager
  • Customer Relations Advisor
  • Product Support Specialist
  • Receptionist

Requirements

  • 16 years old and above
  • PC Desktop / Laptop/ Any device
  • Stable Internet Connection

Material Includes

  • Assignments
  • Classroom Lecturing
  • Tutorials
  • Group or Individual Work
  • Practical Exercise Case Studies Learning Activities
  • Mini Projects

Course Outline

45 Lessons60h

Module 1: Introduction to Customer Service

What Is Customer Service?
The Need For Customer Service
Customer Service Principles
Customer Service Essentials
Customer Service Techniques
Developing a Customer-Centric Mindset
Developing a Customer Friendly Attitude

Module 2: Knowing Your Customer

Module 3: Communication Skills

Module 4: Customer Relationship & Service Management

Module 5: Conflict Management & Negotiation Strategies

Module 6: Telephone Customer Service

Module 7: Digital Customer Service

Your Instructor(s)

School of Careers

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School
Level
Fundamental
For
School Leavers, Diploma/Degree Holders
Lessons
45 lessons
Language
English
Class 60 hours
Assessments Yes
Certificate Yes
Job Guaranteed
No
Scholarship Available
No

RM9,000.00