Development
QLS
Business
Healthcare
Health & Fitness
Technology
Teaching
Lifestyle
Design
About This Course
See the Curriculum Section for materials and enjoy learning with Imperial Academy.
Course Curriculum
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Module 1: Introduction to Customer Service
00:23:00 -
Module 2: What’s Different about Good Customer Service?
00:12:00
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Module 3: Customer Relationship Management
00:42:00
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Module 4: Customer Service Communication Strategies
00:24:00
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Module 5: Aspects of Phone Etiquette
00:31:00
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Module 6: Building Rapport Over the Phone
00:24:00
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Module 7: Inbound and Outbound Calls
00:16:00
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Module 8: Active Listening and Managing Tough Callers
00:28:00
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Module 9: Managing Interoffice Calls and Voicemail
00:10:00
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Module 10: Problem Solving over the Phone
01:04:00
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Module 11: Intra Organisation Dealings
00:35:00
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Module 12: Measuring Customer Service
00:12:00
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Mock Exam – Phone-Based Customer Service
00:20:00
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Final Exam – Phone-Based Customer Service
00:20:00
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