Table of Contents
Service Excellence International Certification Course
Master customer service excellence with our International Certification Course.
With this course, you will develop a strong foundation in customer service skills,
from basic concepts to advanced strategies. This course will help you build soft
skills, which are essential for achieving service excellence in any business. Learn
to understand human behaviour drivers, communicate effectively, build strong
teams, coach operations, solve problems, and satisfy customers.
Our course provides you with the unique opportunity to acquire an international
certification in service excellence.
What you'll Learn
- The drivers of human behaviour and how to use them to deliver outstanding customer service
- Effective communication strategies for various customer service situations
- Building high-performance teams through effective leadership and team-building techniques
- Understand how to manage change effectively
- Critical thinking and problem solving
- Acquire knowledge of business ethics
How to Take this Course
Our course is designed to fit into your busy schedule, with 4 weeks of hands-on
training that you can complete at your own pace.
The course is flexible, with no set hours, allowing you to learn at your own pace
and around your own schedule
Course Features
Task Sheet
Every lesson ends with a task sheet that guides you and tests your knowledge throughout the training.
Certification
Our course is in alliance with the National Customer Service Association (NCSA) in the US, and we award certificates endorsed by the NCSA upon completion of the course. This certificate will demonstrate your mastery of service excellence and your commitment to providing exceptional customer service.
Course Content
Module 1
The Foundation of Customer Service
Get started on service excellence by exploring the fundamental principles of
customer service, the importance of customer insights, and the drivers of customer
dissatisfaction. You will also learn how to cultivate a service culture that sets you
apart and creates a customer-centric mindset.
Module 2
Drivers of Human Behaviour
This module will introduce you to human behaviour drivers, including needs,
values, and personality traits. You will explore the differences between
generational cohorts and learn how to leverage this knowledge to tailor your
service to your customers' specific needs.
Module 3
Planning Education
In this module, you will learn about strategic and operational planning. You will
develop the skills you need to create and implement effective plans that will help
you achieve your goals.
Module 4
Mastering Communication
Effective communication is the cornerstone of excellent customer service. In this
module, you will learn the fundamentals of communication and explore the
communication process. You will discover strategies to improve your
communication effectiveness, including nonverbal communication and active
listening.
Module 5
Successful Training
Learn about effective team building, why we join groups and teams and learn the
difference between the two. You will gain a deeper understanding of the essentials
of effective teaming, the stages of group development, and how to be an effective
team member.
Module 6
Coaching For Success
This module will equip you with the skills and knowledge you need to become an
effective coach. You will learn the qualities of successful coaches, the benefits of
coaching, and the steps involved in coaching employees to achieve their full
potential.
Module 7
Managing Change
Gain an understanding of the change process, and how to manage it during
different stages of rejection, reconciliation, and acceptance. You'll also learn about
change considerations to keep in mind.
Module 8
Critical Thinking & Problem SOlving
This module will provide insights into the characteristics of critical thinkers and
barriers that impede critical thinking. You'll learn problem-solving insights and
steps to solve problems more effectively.
Module 9
Measuring Customer Satisfactions
Learn about the importance of customer satisfaction and how to learn what
customers think about your service. Additionally, you'll gain insights into some
service metrics to measure customer satisfaction.
Module 10
Sexual Harrasment Prevention
Sexual harassment is a crucial issue in workplaces. This module will provide
insights into sexually harassing conduct, prevention training, sexual harassment
categories, topics and words to avoid, and how to report sexual harassment.
Module 8
Business Ethics
Practicing ethical behaviour in business is essential to success. This module
focuses on ethics training, how to practice ethical behaviour, and how to report
unethical behaviours.