客户服务Achieving Customer Service Excellence
Customer service roles sit at the front line of how a business is experienced. Every phone call, email, chat, or in person interaction shapes what customers think about the organisation. For support professionals, understanding the scope of the role is essential. It is not only about fixing issues, it is about representing the business, protecting its reputation, and helping customers achieve what they came to the organisation for in the first place.
关于此课程
This course empowers support teams to resolve customer issues efficiently while maintaining high satisfaction. Learners will master communication, de-escalation, ticket management, and transforming complaints into loyalty. Practical scenarios and actionable techniques ensure immediate workplace impact.
目标受众
Customer support representativesService desk agentsHelpdesk staffTechnical support teamsCall centre operators
学习目标
Enhance communication skillsApply de-escalation strategiesOptimise ticket managementBoost customer satisfactionFoster customer loyalty
您将获得的技能
Active listeningEmpathetic communicationDe-escalation methodsTicket prioritisationLoyalty building
课程模块
1Module 15 个课时
1.1Understanding the Customer Service Role
1.2Principles of Professional Communication
1.3Building Rapport and Trust
1.4Active Listening Techniques
1.5Module Quiz
2Module 25 个课时
2.1Handling Difficult and Frustrated Customers
2.2De-escalation Strategies for Support Teams
2.3Delivering Bad News with Care
2.4Maintaining Empathy and Professionalism
2.5Module Quiz
3Module 35 个课时
3.1Introduction to Ticketing Systems
3.2Prioritising and Categorising Requests
3.3Time Management for High Volumes
3.4Collaboration and Escalation Protocols
3.5Module Quiz
4Module 45 个课时
4.1Transforming Complaints into Positive Outcomes
4.2Exceeding Customer Expectations
4.3Gathering and Using Customer Feedback
4.4Building Long-Term Customer Loyalty
4.5Module Quiz
