• Effective Communication Skills
• This unit focuses on the importance of verbal and non-verbal communication in customer service, including active listening, empathy, and conflict resolution. It also covers the use of language and tone to build rapport with customers. • Customer Service Standards and Expectations
• This unit explores the standards and expectations of customer service, including the QF Qualifications' framework and the skills required to deliver excellent customer service. It also covers the role of customer service in business and the impact of customer service on customer loyalty. • Communication Skills for Dealing with Complaints
• This unit provides guidance on how to handle customer complaints in a professional and effective manner, including active listening, empathy, and problem-solving. It also covers the use of language and tone to resolve complaints. • Time Management and Prioritization in Customer Service
• This unit focuses on the importance of time management and prioritization in customer service, including managing multiple tasks and prioritizing customer needs. It also covers the use of technology to manage time and prioritize tasks. • Conflict Resolution and Negotiation Skills
• This unit explores the skills required to resolve conflicts and negotiate with customers, including active listening, empathy, and problem-solving. It also covers the use of language and tone to build rapport with customers. • Customer Relationship Management (CRM) Systems
• This unit provides an introduction to CRM systems, including the benefits and features of CRM software, and how to use CRM systems to manage customer relationships and improve customer service. • Emotional Intelligence and Empathy in Customer Service
• This unit focuses on the importance of emotional intelligence and empathy in customer service, including self-awareness, self-regulation, and social skills. It also covers the use of language and tone to build rapport with customers. • Customer Service in a Global Market
• This unit explores the challenges and opportunities of providing customer service in a global market, including cultural differences, language barriers, and time zone differences. • Measuring Customer Satisfaction and Feedback
• This unit provides guidance on how to measure customer satisfaction and feedback, including the use of surveys, feedback forms, and other tools to gather customer feedback and improve customer service. • Advanced Customer Service Skills
• This unit provides advanced guidance on customer service skills, including the use of technology to improve customer service, and the development of a customer service strategy to improve customer satisfaction and loyalty.

Assessment

The assessment is done via submission of assignment. There are no written exams.