Customer Service Fundamentals

What this subject covers

Lesson topics

1. What Is Customer Service? Defining the Concept
2. Why Customer Service Matters to a Business
3. Internal vs External Customers
4. Customer Expectations: How They Form and Why They Shift
5. The Customer Service Cycle: From First Contact to Follow-Up
6. Verbal Communication Skills in Customer Service
7. Non-Verbal Communication and Body Language
8. Active Listening as a Core Service Skill
9. Written Customer Service: Email and Live Chat Etiquette
10. Telephone Customer Service Skills
11. Face-to-Face Service Encounters
12. Building Rapport and Managing First Impressions
13. Empathy and Emotional Intelligence in Service
14. Professionalism, Appearance and Workplace Conduct
15. Handling Customer Enquiries Effectively
16. Upselling and Cross-Selling Ethically During Service
17. Managing Customer Expectations and Under-Promising
18. Cultural Sensitivity and Diversity in Customer Service
19. Serving Customers with Disabilities and Special Needs
20. Teamwork and Internal Service Culture
21. Time Management and Prioritising Customer Requests
22. Customer Feedback and Surveys
23. Service Level Agreements (SLAs) and Service Standards
24. Technology Tools in Modern Customer Service
25. Building a Career in Customer Service