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Certificate in Customer Service Excellence

Customer Service Academy 8-10 Weeks English

Course Description

Equips participants with communication skills, phone etiquette, complaint handling simulations, and professional attitudes needed to excel in customer-facing roles.

Course Curriculum

Understanding Customer Service, Importance of Customer Satisfaction, Customer Expectations.

Positive Attitude & Mindset, Professional Appearance, Workplace Ethics, Time Management.

Verbal & Non-Verbal Communication, Listening Skills, Professional Telephone Etiquette.

Customer Needs & Expectations, Customer Behaviour, Building Relationships.

Service Standards, Delivering Outstanding Service, Customer Loyalty.

Complaint Resolution, Problem-Solving, Conflict Management, Service Recovery.

Customer-Centric Selling, Identifying Needs, Cross-Selling and Up-Selling.

Online Support, Email & Chat Etiquette, Social Media Support, Customer Service Tech.

Working in Teams, Collaboration and Cooperation, Workplace Communication.

Resume & Cover Letter Prep, Interview Skills, Professional Growth.

Learning Methodology

  • Interactive online lectures and live classes via Zoom
  • Real-world case studies and industry-focused projects
  • One-on-one feedback and evaluation sessions
  • Examination-focused materials and mock papers

Meet Your Instructors

You will be guided by some of the most accomplished finance and banking professionals globally.

Susil Premarathne
Senior Banking & Financial Professional

Senior Banking Professional, Lecturer, and SME Consultant with over 20 years of experience in banking and financial services, specializing in business development, retail and business banking, lending, financial advisory, operations, risk management, and client relationship management. Proven track record of leading high-performing teams.

Credentials: MBA (University of Wolverhampton), BCom (University of Peradeniya), CMA (Australia), Investment Funds in Canada (CSI), Postgraduate Diploma in Marketing (CIM, UK), Member of AAT Sri Lanka.
Course Tuition Fee

LKR 15,000.00

Lifetime Access
  • Duration 8-10 Weeks
  • Instruction Medium English
  • Delivery Mode 100% Online (Zoom)
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