Customer Service Foundation
4.2 (131 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.
305 students enrolled

Customer Service Foundation

An introductory course about understanding the foundations of Customer Service.
4.2 (131 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.
305 students enrolled
Last updated 4/2018
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
  • 26 mins on-demand video
  • 2 downloadable resources
  • Full lifetime access
  • Access on mobile and TV
  • Certificate of Completion
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What you'll learn
  • Identify the critical elements of customer service.
  • To be navigated through the tough mindset of first impressions.
  • Learn the importance of customer service
  • Learn the fundamentals of customer service
  • Be informed on handling complaints
  • Know how to set targets and goals
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. There is no examined component at this level. Completion of this program earns you 2 points toward your Customer Service Expert Certificate.

Next on the Certification Pathway is the Customer Service Intermediate Program which is made up of 8 courses. All Intermediate topics include (in no particular order):

·Communication Strategies

·Contact Centers

·Making Decision and Assertiveness

·Delivering presentations and Public Speaking

·Conflict Resolution

·Customer Relationship Management

·Sales

·Retail

From the eight Customer service Intermediate programs that are available, you will select a minimum of five programs to complete and progress to the Expert program, each Intermediate program will earn you 3 points toward your Customer Service Expert Certificate (minimum 17 points entry requirement). There is an examined component at this level. The exam consists of 50 multiple choice questions, related to the subjects you have chosen.

The next and 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 Foundation and its practical application in the business environment.
Course content
Expand all 17 lectures 30:01
+ Critical Elements of Customer Service
2 lectures 03:28

This lecture will discuss the definition of service and customer service.

Preview 01:58

This lecture will identify the components of customer service and discuss who your customers are.

Preview 01:30
Quiz One
2 questions
+ First Impressions
3 lectures 05:22

This lecture will discuss making a first impression and having a "You are the Company" mentality.

Preview 01:55

This lecture will discuss presenting yourself as a first impression and the difference between listening and hearing.

Preview 01:27

This lecture will discuss active listening, barriers to communication, and the difference between human nature and customer skills.

Preview 02:00
Quiz Two
2 questions
+ Why Bother?
2 lectures 02:23

This lecture will discuss what the business expects from customer service.

Representation and What Does the Business Expect
01:19

This lecture will discuss job satisfaction and the business responsibility of customer service.

Job Satisfaction and Business Responsibility
01:04
Quiz Three
2 questions
+ Fundamentals of Customer Service
3 lectures 03:33

This lecture will discuss the fundamentals of customer service, namely meeting expectations and responsive service.

Meeting Expectations and Responsive Service
00:59

This lecture will discuss the fundamentals of customer service, namely the reliable service.

Reliable Service
01:38

This lecture will discuss the fundamentals of customer service, namely tangibles and going above and beyond.

Tangibles and Above & Beyond
00:56
Quiz Four
2 questions
+ Handling Complaints
2 lectures 05:18

This lecture will discuss handling complaints and explaining the saying "The Customer is Always Right".

Handling Complaints and The Customer is Always Right
03:45

This lecture will talk about taking responsibility and problem solving in handling complaints in customer service.

Taking Responsibility and Problem Solving
01:33
Quiz Five
2 questions
+ Target and Goal Setting
2 lectures 04:07

This lecture will talk about setting goals and standards in customer service.

Setting Goals & Targets and Standards
01:50

This lecture will discuss consistency and improving your own customer service.

Consistency, Improving Your Own Customer Service and What Support Do I Need
02:17
Quiz Six
2 questions
+ Course Resources
1 lecture 00:00

This PDF file contains all the answers to all the quizzes in each section of this course.

Quiz Answer Sheet
3 pages
+ Customer Service Foundation Certification
1 lecture 00:00

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.


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Evaluation Form
1 page