Customer Service Expert
4.3 (74 ratings)
Course Ratings are calculated from individual students’ ratings and a variety of other signals, like age of rating and reliability, to ensure that they reflect course quality fairly and accurately.
218 students enrolled

Customer Service Expert

An expert level course about further understanding Customer Service in terms of leadership roles and team work.
4.3 (74 ratings)
Course Ratings are calculated from individual students’ ratings and a variety of other signals, like age of rating and reliability, to ensure that they reflect course quality fairly and accurately.
218 students enrolled
Last updated 3/2015
English
English [Auto]
Current price: $34.99 Original price: $49.99 Discount: 30% off
5 hours left at this price!
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This course includes
  • 1 hour on-demand video
  • 1 min on-demand audio
  • 2 downloadable resources
  • Full lifetime access
  • Access on mobile and TV
  • Certificate of Completion
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What you'll learn
  • Know the components of service delivery
  • Know the types of teams
  • Learn the team leaders role in managing conflict
  • Learn how to motivate
  • Understanding working together as a team
  • Learning how to deal with difficult people
Requirements
  • Basic understanding of the business industry
  • Knowledge of the English language
Description

Customer Service professionals need to know a whole lot more about the various ways of delivering services to the customers. It is no longer sufficient just to know the basics.

There have been so many changes in customer expectations and with service delivery, which is why we have created a completely new series of qualifications and certifications. The Customer Service Certification Pathway has been created to support students in their aim to gain relevant qualifications that practically apply to the ever-changing world of customer services.

The Customer Certification Pathway has three main parts: The Customer Service Foundation Program, Customer Service Intermediate Program, and the Customer Service Expert Program.

First, you need to complete the foundation level – The Customer Service Foundation Program which focuses on the fundamentals, general knowledge, terminology and basic concepts used in Customer Service.

Next on the Certification Pathway is the Customer Service Intermediate Program which is made up of 8 courses which you will select a minimum of five programs to complete and progress to the Expert program.

The final level is Customer Service Expert program. This is specifically aimed at Customer Service Supervisors and Managers who wish to consolidate their knowledge and experience and achieve formal recognition of their skills. There are two examined components for this program: three mandatory exercises and, one 20 questions multiple choice exam. This program is worth 5 points.

You must have a minimum of 22 points to achieve your expert certification.

Customer Service Foundation Program (2 points) + 5 x Customer Service Intermediate Programs (3 points each). Customer Service Expert Program (5 points) for a total of 22 Points.

Each course provides preparation for the exams and successful candidates receive a certificate.

Once you've completed the course, email our exam department at exams@artofservice.com.au to purchase your exam voucher and sit your final exam.

Who this course is for:
  • Anyone looking to gain an understanding of the Customer Service expert level and its practical application in the business environment.
Course content
Expand all 26 lectures 01:05:25
+ Components of Service Delivery
4 lectures 08:52

This lecture will discuss the personal requirements of service delivery.

Preview 00:38

This lecture will discuss the elements of quality customer service and identify the styles of behavior.

Preview 03:15

This lecture will identify the strategies of service recovery.

Preview 01:20

This lecture will talk about some roadblocks to service recovery.

Preview 03:39
+ Teams
4 lectures 11:02

This lecture will discuss working in a team.

Introduction and Working in a Team
02:47

This lecture will identify the types of teams and discuss teamwork success.

Types of Teams and Teamwork Success
03:13

This lecture will talk about employee involvement and team conflict.

Employee Involvement and Team Conflict
02:23

This lecture will talk about the team leader’s role in managing conflict.

Team Leaders Role in Managing Conflict
02:39
+ Leadership
4 lectures 17:20

This lecture will discuss learning to be a leader.

Introduction and Learning to be a Leader
03:39

This lecture will discuss the LEAD model and will help you identify what sort of leader you are.

LEAD Model and What sort of a Leader are You
04:56

This lecture will talk about leading by example and management processes.

Lead by Example and Management Processes
04:20

This lecture will discuss how to motivate people under your leadership and learning some coaching skills.

How to Motivate, Coaching Staff and Coaching Skills
04:25
+ Working Together
4 lectures 07:54

This lecture will discuss why training is needed.

Introduction and Why is Training Needed?
01:17

This lecture will discuss contributing to the team and understanding learning organizations.

Contributing to your Team and Learning Organizations
01:26

This lecture will talk about development cycles and performance appraisals.

Development Cycle and Performance Appraisals
02:05

This lecture will talk about cross training and poor management.

Cross Training and Poor Management
03:06
+ Customer Relations
3 lectures 08:21

This lecture will discuss identifying your customers.

Introduction and Identifying your Customers
01:03

This discussion will focus on dealing with difficult customers.

Dealing with Difficult Customers
04:11

This lecture will discuss escalated complaints and improving customer relations.

Escalated Complaints and Improving Customer Relations
03:07
+ Employee Reward and Recognition
3 lectures 06:59

This lecture will discuss promoting positive relations and good customer relations.

Introduction, Promoting Positive Relations and Good Customer Relations
01:52

This lecture will discuss setting SMART goals and giving and receiving feedback.

Setting SMART Goals and Giving and Receiving Feedback
02:41

This lecture will talk about employee recognition.

Employee Recognition
02:26
+ Customer Service Expert Certification
3 lectures 01:27

Now that you've finished your Udemy course, - you are eligible to sit your official Certification exam.


Certification is not mandatory.

Once you've completed the course, email our exam department at exams@artofservice.com.au to purchase your exam voucher and sit your final exam.

Access includes a step-by-step procedure on how to take the final exam and how to obtain your exam certification.

You will receive a PDF certificate through your email upon passing the examination.

Final Exam
1 page

We are always in the process of improving our courses and procedures for a better learning experience for our students. Your input is very important to us.


Follow the step-by-step procedure on taking the evaluation and receiving your certificate of completion.

Evaluation Form
1 page

A final message from our CEO.

Conclusion - Final Lecture
01:27