Customer Service Expert

An expert level course about further understanding Customer Service in terms of leadership roles and team work.

Created byThe Art Of Service

Last updated 2/2022

English

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

Course content

8 sections • 26 lectures • 1h 3m total length

Introduction to the Program1:30

Introduction and Personal Requirements0:38
This lecture will discuss the personal requirements of service delivery.
Quality Customer Service Elements and Four Styles of Behaviour3:15
This lecture will discuss the elements of quality customer service and identify the styles of behavior.
Service Recovery Strategies1:20
This lecture will identify the strategies of service recovery.
Roadblock to Service Recovery3:39
This lecture will talk about some roadblocks to service recovery.

Introduction and Working in a Team2:47
This lecture will discuss working in a team.
Types of Teams and Teamwork Success3:13
This lecture will identify the types of teams and discuss teamwork success.
Employee Involvement and Team Conflict2:23
This lecture will talk about employee involvement and team conflict.
Team Leaders Role in Managing Conflict2:39
This lecture will talk about the team leader’s role in managing conflict.

Introduction and Learning to be a Leader3:39
This lecture will discuss learning to be a leader.
LEAD Model and What sort of a Leader are You4:56
This lecture will discuss the LEAD model and will help you identify what sort of leader you are.
Lead by Example and Management Processes4:20
This lecture will talk about leading by example and management processes.
How to Motivate, Coaching Staff and Coaching Skills4:25
This lecture will discuss how to motivate people under your leadership and learning some coaching skills.

Introduction and Why is Training Needed?1:17
This lecture will discuss why training is needed.
Contributing to your Team and Learning Organizations1:26
This lecture will discuss contributing to the team and understanding learning organizations.
Development Cycle and Performance Appraisals2:05
This lecture will talk about development cycles and performance appraisals.
Cross Training and Poor Management3:06
This lecture will talk about cross training and poor management.

Final Exam1:00
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.
Evaluation Form1:00
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.
Click the link below and complete the form to receive your Certificate of Completion
The certificate will be sent via email after we have verified the course has been completed.

Thank you for training with The Art of Service
Conclusion - Final Lecture1:27
A final message from our CEO.

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.

Customer Service Expert

What you'll learn

Explore related topics

Course content

Introduction1 lecture • 2min

Components of Service Delivery4 lectures • 9min

Teams4 lectures • 11min

Leadership4 lectures • 17min

Working Together4 lectures • 8min

Customer Relations3 lectures • 8min

Employee Reward and Recognition3 lectures • 7min