Customer Service Expert

An expert level course about further understanding Customer Service in terms of leadership roles and team work.
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  • Lectures 34
  • Length 6 hours
  • Skill Level All Levels
  • Languages English
  • Includes Lifetime access
    30 day money back guarantee!
    Available on iOS and Android
    Certificate of Completion
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About This Course

Published 6/2014 English

Course 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 to purchase your exam voucher and sit your final exam.

What are the requirements?

  • Basic understanding of the business industry
  • Knowledge of the English language

What am I going to get from this course?

  • 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

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.

What you get with this course?

Not for you? No problem.
30 day money back guarantee.

Forever yours.
Lifetime access.

Learn on the go.
Desktop, iOS and Android.

Get rewarded.
Certificate of completion.


Section 1: Introduction
Introduction to the Program
Section 2: Components of Service Delivery

This lecture will discuss the personal requirements of service delivery.


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


This lecture will identify the strategies of service recovery.


This lecture will talk about some roadblocks to service recovery.

Quiz One
2 questions
Section 3: Teams

This lecture will discuss working in a team.


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


This lecture will talk about employee involvement and team conflict.


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

Mandatory Exercise 1
2 pages
Quiz Two
2 questions
23 pages

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

Section 4: Leadership

This lecture will discuss learning to be a leader.


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


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


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

Quiz Three
2 questions
33 pages

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

Section 5: Working Together

This lecture will discuss why training is needed.


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


This lecture will talk about development cycles and performance appraisals.


This lecture will talk about cross training and poor management.

Mandatory Exercise 2
3 pages
Quiz Four
2 questions
Section 6: Customer Relations

This lecture will discuss identifying your customers.


This discussion will focus on dealing with difficult customers.


This lecture will discuss escalated complaints and improving customer relations.

Quiz Five
2 questions
19 pages

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

Section 7: Employee Reward and Recognition

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


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


This lecture will talk about employee recognition.

Mandatory Exercise 3
3 pages
Quiz SIx
2 questions
Section 8: Course Resources
204 pages

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

3 pages

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

Section 9: Customer Service Expert Certification
1 page

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 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.

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.


A final message from our CEO.

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Instructor Biography

The Art Of Service, Quality education for Career Driven IT Professionals

What drives us?

In one word? YOU

You are front, center and behind every decision we make in our business.

  • You are starting out in the IT industry
  • You are serious about your career
  • You need certifications on your resume to get that first interview

For you we created the Foundation level courses as well as the Core Series for IT

  • You are an IT Professional with a proven career
  • You need to stay in touch with changes in the industry
  • You need to continue to show your value to the business to ensure your job is secure
  • You want to find out what else would make your IT career more solid

For you we created the Specialist and Intermediate level courses as well as the Core Series for IT

  • You are implementing Processes and methodologies in your company
  • You are managing a team of people and need to look good
  • You started your own business and are looking for template documents to ‘hit the ground running’
  • You need to present on a subject at the next team meeting and are not quite sure where to start

For you we created the Toolkits as well as the Core Series for IT

Our motto:
Every Career driven IT Professional needs to be able to afford quality IT educational materials to stay relevant in their job, irrespective of current position, budget or geographical location.

We do most of the work behind the scenes so that you can focus on your professional education and your career within the IT industry.

We see it as our job to ensure we give you the most up to date information you need to succeed in achieving that goal at a price-point that is makes it accessible to most professionals.

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