Curriculum
- 5 Sections
- 39 Lessons
- 10 Weeks
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- Day 1 – Customer Service Foundations8
- 1.1Understanding customer expectations
- 1.2Service mindset & professionalism
- 1.3Customer experience vs. customer service
- 1.4Communication basics for customer interaction
- 1.5Identifying service gaps & improvement areas
- 1.6Workshop: Customer expectation mapping
- 1.7Exercise: Rewrite poor customer responses
- 1.8Case Study: Customer escalation due to unclear communication
- Day 2 – Professional Customer Communication8
- 2.1Verbal & non verbal communication
- 2.2Tone, clarity & professionalism
- 2.3Active listening & empathy
- 2.4Asking the right questions
- 2.5Managing customer emotions
- 2.6Workshop: Professional communication practice
- 2.7Simulation: Handling a frustrated customer
- 2.8Case Study: Client dissatisfaction due to slow response
- Day 3 – Handling Difficult Customers & Complaints8
- 3.1Types of difficult customers
- 3.2Complaint handling frameworks
- 3.3De escalation techniques
- 3.4Managing anger & frustration
- 3.5Maintaining professionalism under pressure
- 3.6Workshop: Complaint resolution role play
- 3.7Exercise: Responding to aggressive customers
- 3.8Case Study: Conflict between customer & service team
- Day 4 – Service Recovery & Problem Solving8
- 4.1Service recovery steps (Acknowledge–Apologise–Act–Assure)
- 4.2Turning negative experiences into positive outcomes
- 4.3Problem solving tools for customer issues
- 4.4Communicating solutions effectively
- 4.5Follow up & customer reassurance
- 4.6Workshop: Service recovery simulation
- 4.7Exercise: Build a service recovery plan
- 4.8Case Study: Service failure caused by unclear expectations
- Day 5 – Client Relationship Management & Long Term Loyalty7
Service mindset & professionalism
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