About Customer Service
Course Description
Customer service program is designed to initiate students/employees who are not very verse with customer service operations and provides a toolbox of skills for effectively and efficiently handling all types of customer interactions. students will learn customer service skills to help improve their performance and present a professional, knowledgeable image that reflects well on their career choice and company.
Course Objectives
At the end of the training or course, students should be able to:
- Describe exceptional customer service.
- Identify the benefits of great customer service.
- Recognize barriers to the delivery of outstanding customer service.
- Adapt to specific customer behaviour styles.
- Demonstrate how to measure customer-satisfaction levels and take corrective action if needed.
- Describe techniques for dealing with angry or upset customers.
- Develop a personal action plan to improve customer-service skills.
Why Choose This Program
Our Community
Join a community of people who have zeal to learn new things and help you with support, inspiration and imagination. Our communities organize various events such as panel discuss and events.
Customized Follow-ups
Every students will work closely with qualified and experienced instructors. We strongly believe that effective training needs human support.
Our Educational Platform
Our platform permits our students to get their training at anytime, coordinate their timetable with their instructors, evaluate their performance and recognize areas for development.
Rich and Intuitive Content
We work with experienced tutors in the field to develop content for our programs. we also give room for students to express their thoughts and worries privately.
- Two lessons per week (2 hours per lesson).
- Attendance is mandatory
- Practical lessons, group work, assignments and exercises(quiz)
- Final exams –Practical and Theory
- A portable computer with MS Office Programs
- A Calculator
- A notebook, Pen/Pencil.
- PC
- A Projector
- Handouts
- Exercise books/pens.
- Receptionist
- Front Desk Officer.
- Administrative Assistant
- Secretary.
Course outline
Course Modules | Title | Duration |
Module 0 | Mind-set Education | Week 0 |
Module 1 | Introduction to basic customer service | Week 1 |
Module 2 | Understanding Customer Needs and Expectations | Week 1 |
Module 3 | How To Deliver Exceptional Customer Service | Week 2 |
Module 4 | Managing Customer Expectations | Week 3 |
Module 5 | Dealing With Difficult Customers | Week 4-5 |
Module 6 | Vocabulary, Telephone, And Email | Week 6 – 7 |
Module 7 | Elements of Customer Service Excellence Customer Need Research Methods. | Week 8 |
NB: Requirements to sit for final exams
Candidate should put in a minimum of 90% attendance to appear for the examinations.
Passing Minimum
A candidate shall secure a minimum of 50% to pass the final examination.
Teaching Methods
- Lecture discussion method/Participatory method
- Kinesthetic learning
- Lecture demonstration method
- Discovery Learning.
Grading Individual
- Projects/Test/Quizzes 20%
- Homework and Class Participation 10%
- Final Course exam 70%
Prices and Funding
Pay and join us!
250 000 XAF
NB: No other payment will be demanded during and after the course program.
Payment options
- At our campus: You can make an appointment to pay directly on campus, tarred road bonduma gate buea, opposite EPN church.
- Wire Transfer: Call us and receive the necessary information you need to make payment from your bank or mobile money (MoMo).
Need Help or advice?
Contact our admissions team for support!
we are available from Tuesdays to saturdays to provide the help you may need in making learning with us a success.