Customer Care (Self-Study)

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About Course

What is Customer Care? 

Our Customer Care course provides the learner with an understanding of the importance of their role in delivering an exceptional customer experience. The course provides practical exercises enabling the learner with the opportunity to develop critical customer care skills such as empathy, active listening, building rapport, and how to lead a conversation.  

Target Audience  

It is recommended that learners be equipped with Communication NQF Level 4. 
This course is ideal for individuals who are currently working in a Contact Centre at an entry or supervisory level. It will also aid those looking to enter the Contact Centre/BPO industry.  

 What will I learn? 

In this 8-hour course, the following topics are covered: 

  • Customer Experience 
  • The Conversation Cycle 
  • Listening/ Comprehension 
  • Empathy 
  • Building Rapport 

By the end of this course, learners will be able to: 

  • Explain what customer service is 
  • Explain customer service measures and your role in driving successful results 
  • Explain the effective use of the conversation cycle in both written and telephonic communication 
  • Practice effective listening/comprehension skills 
  • Practice using empathy  
  • Practice building rapport effectively 

The following are all the resources available to you for this course: 

  • A PowerPoint presentation including videos 
  • A Learner Workbook to which you can add notes  
  • An assessment that you will need to pass to obtain your certificate of completion 
  • You are not alone – Access to live chat/e-mail support to engage with facilitators if you need any assistance 
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Course Content

Welcome to Customer Care (Self-Study Course)
Welcome, and thank you for choosing Surgo Learning Academy where together, we ignite the potential within you.​ This module will prepare you for what to expect with your during your Self Study course.

  • Orientation
  • Customer Care Pre-Assessment
  • Customer Care Module 1
  • Customer Care Module 2
  • Customer Care Module 3
  • Learner Workbook
  • Learner Activity Workbook
  • Completed Learner Activity Workbook
  • Learner Activity Workbook Answers
  • Customer Care Post Assessment

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