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Curriculum
- 1 Section
- 17 Lessons
- Lifetime
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- Professional Certification in Customer Service Excellence for IT Support17
- 1.1Module 01: Introduction to Customer Service8 Minutes
- 1.2Module 02: Communication Skills12 Minutes
- 1.3Module 03: Understanding Customer Behaviour10 Minutes
- 1.4Module 04: Product Knowledge11 Minutes
- 1.5Module 05: Customer Service Standards
- 1.6Module 06: CRM (Customer Relationship Management)13 Minutes
- 1.7Module 07: Telephone Etiquette9 Minutes
- 1.8Module 08: E-mail Etiquette10 Minutes
- 1.9Module 09: Written Communication11 Minutes
- 1.10Module 10: Live Chat Support9 Minutes
- 1.11Module 11: Sales and Service6 Minutes
- 1.12Module 12: Service Recovery9 Minutes
- 1.13Module 13: Upselling and Cross-Selling Techniques10 Minutes
- 1.14Module 14: Customer Service Metrics and KPIs11 Minutes
- 1.15Module 15: Handling Customer Complaints11 Minutes
- 1.16Module 16: Handling Challenging Situations11 Minutes
- 1.17Module 17: Cultural Awareness and Diversity10 Minutes
Module 16: Handling Challenging Situations
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