Skills in Customer Service

Customer Service – 3-Month Course Outline

Duration: 12 Weeks (Approx. 120 Hours)
Mode: 5 Classes per Week, 2 Hours per Class

Month 1: Foundations of Customer Service

Week 1: Introduction to Customer Service

• Definition and importance
• Role of customer service in business success
• Types of customer service (face-to-face, phone, online)
• Key traits of a good customer service representative

Week 2: Communication Skills

• Verbal and non-verbal communication
• Active listening techniques
• Empathy and patience in conversations
• Asking effective questions

Week 3: Customer Needs and Expectations

• Understanding different customer personalities
• Managing expectations professionally
• Handling inquiries and requests efficiently
• Delivering personalized service

Week 4: Professionalism and Ethics

• Professional behavior and attitude
• Time management in customer service
• Ethical issues and confidentiality
• Respecting diversity and inclusion

Month 2: Customer Interaction and Problem Solving

Week 5: Handling Difficult Customers

• Types of difficult customers
• Conflict resolution techniques
• Keeping calm under pressure
• Turning a complaint into a positive outcome

Week 6: Problem-Solving and Decision-Making

• Identifying problems and root causes
• Step-by-step problem-solving process
• Creative thinking and initiative
• Escalation procedures

Week 7: Telephone and Online Etiquette

• Telephone communication tips
• Email, live chat, and social media etiquette
• Scripts and response templates
• Digital tools for remote customer support

Week 8: Customer Feedback and Continuous Improvement

• Importance of feedback
• Collecting and analyzing feedback
• Using feedback to improve service
• Customer satisfaction surveys

Month 3: Practical Skills, Systems & Evaluation

Week 9: CRM and Call Center Systems

• Introduction to Customer Relationship Management (CRM)
• Using CRM software effectively
• Overview of call center operations
• Ticketing systems and workflow

Week 10: Teamwork and Workplace Dynamics

• Working in a customer service team
• Internal communication
• Leadership and peer support
• Stress management techniques

Week 11: Building Customer Loyalty

• Creating memorable experiences
• Following up and following through
• Brand representation
• Long-term relationship building

Week 12: Final Project & Assessment

• Role-play customer service scenarios
• Mock call/email/live chat handling
• Performance feedback from trainer
• Award of Certificate of Completion