Business

Customer Service Skills

Course Fee R799.00

What Is This Course About?

This course is designed to introduce the student to the importance and benefits of good customer service as well as how to determine who your customers are and what their specific needs are. The course also covers aspects such as customers’ expectations of products and services, service quality and customer value. Finally, the course shows students how to deal with unhappy customers and how to make sure that these customers keep coming back again and again. 

Learning Outcomes

  • Understand the importance and benefits of delivering good customer service
  • Determine who your customers are and their specific needs
  • Learn how to determine customers’ expectations and satisfaction levels
  • Understand what service quality is and what it means to provide a customer with ‘value’
  • Develop a clear understanding of what a service failure is and what leads to service failures
  • Determine what you need to do to ensure service recovery takes place after mistakes
  • Understand what makes customers come back again and again

How Is Your Course Mark Is Calculated? 

Your course mark is calculated using the average mark obtained in each of the Chapter tests. In order to pass this course, you must obtain a final course mark of at least 50%. This means that even if you fail a few of the chapter tests, if your test marks in the other chapter tests are high enough you will still be able to pass the course. Good Luck! 

Study At Your Own Pace!

We’ve created our courses to suit your busy life! The duration of this course is based on a student guide where one 300 – 500 word article is read per day, and the assessment is done on a separate day after the relevant articles have been reviewed. But you can do the course in your own time and at your own pace. If you choose to do two readings per day, it will take you half of the estimated time, four readings per day means doing the course in a quarter of the time etc. We leave that decision up to you! 

In the 7 chapters of this course you'll be covering the following areas:

CHAPTER 1 Introduction And The Importance Of Customer Service
CHAPTER 2 Customer And Needs Analysis
CHAPTER 3 Satisfying Customers
CHAPTER 4 Service Quality And Customer Value
CHAPTER 5 Customer Service Failures
CHAPTER 6 Customer Service Recovery
CHAPTER 7 Tips For Keeping Customers
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Dr. Kim Viljoen

Educator

Dr Kim Viljoen is a senior lecturer at the University of Fort Hare, South Africa. She specializes in the field of marketing with specific interest in marketing research, marketing strategy and social media. She has received several research grants in order to further her research into social media service quality and service recovery in the banking sector.
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Dr. Jere Mlenga

Educator

Dr Mlenga Jere is an associate professor of marketing at the University of Cape Town’s Graduate School of Business. Mlenga has extensive experience teaching marketing courses at both postgraduate and undergraduate levels at different universities and countries.
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PASSED MY COURSE

lindiwe myeza
17-11-2016

I am so happy I passed my course. 

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Keep it up team Educate24

Kgalakgatha Bryson Thutse
05-12-2016

After doing the Introduction to Customer Service Skills, I realised that this course is more important than anything else, because customer service what keeps a company going, as customers need to be kept happy. If the customer is happy, they will return, knowing very well that they will be satisfied and receive service with a smile. Lastly I would like to thank Dr KIM VILJOEN for compiling this course and the Educate24 team for making it accessible and affordable. 

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