Customer Service Expert
3.5 (1 rating)
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Customer Service Expert

An expert level course about further understanding Customer Service in terms of leadership roles and team work.
3.5 (1 rating)
Instead of using a simple lifetime average, Udemy calculates a course's star rating by considering a number of different factors such as the number of ratings, the age of ratings, and the likelihood of fraudulent ratings.
18 students enrolled
Last updated 3/2015
English
Current price: $10 Original price: $50 Discount: 80% off
1 day left at this price!
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Includes:
  • 1 hour on-demand video
  • 1 min on-demand audio
  • 10 Supplemental Resources
  • Full lifetime access
  • Access on mobile and TV
  • Certificate of Completion
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What Will I 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
View Curriculum
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 is the target audience?
  • Anyone looking to gain an understanding of the Customer Service expert level and its practical application in the business environment.
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Curriculum For This Course
Expand All 34 Lectures Collapse All 34 Lectures 05:55:25
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Introduction
1 Lecture 01:30
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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

Quiz One
2 questions
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Teams
6 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

Mandatory Exercise 1
2 pages

Quiz Two
2 questions

This PDF file contains Section 3 of this course. You can download the complete e book at the end of this course.

Reading Assignment 1
23 pages
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Leadership
5 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

Quiz Three
2 questions

This PDF file contains Section 4 of this course. You can download the complete e book at the end of this course.

Reading Assignment 2
33 pages
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Working Together
5 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

Mandatory Exercise 2
3 pages

Quiz Four
2 questions
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Customer Relations
4 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

Quiz Five
2 questions

This PDF file contains Section 6 of this course. You can download the complete e book at the end of this course.

Reading Assignment 3
19 pages
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Employee Reward and Recognition
4 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

Mandatory Exercise 3
3 pages

Quiz SIx
2 questions
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Course Resources
2 Lectures 00:00

This e book contains the entire customer service expert course in a PDF format.

Customer Service Expert Complete Certificate Kit Book
204 pages

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

Quiz Answer Sheet
3 pages
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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
About the Instructor
The Art Of Service
3.5 Average rating
364 Reviews
4,625 Students
57 Courses
Quality education for Career Driven IT Professionals

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