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Introduction Acquire key skills in customer service, administrative support, computer literacy, telephone communication and negotiation with this online office skills and customer service course. …
Introduction
Acquire key skills in customer service, administrative support, computer literacy, telephone communication and negotiation with this online office skills and customer service course. The Office Skills for Customer Service is a comprehensive online qualification designed to prepare you for the workplace with modules focusing on practical techniques, knowledge, and expertise.Course description
Designed and delivered by industry professionals, the Office Skills for Customer Service provides an engaging course of study through modules taught with videos, practical exercises, online study materials, and assessments. You will develop your understanding of best office administration and customer service practice, including role-specific skills in verbal and nonverbal communication, creating an office procedure guide, CRM and telephone etiquette. You also improve your IT skills with units in Microsoft Excel, Word, and PowerPoint.Course design
The course is delivered through our online learning platform, accessible through any internet-connected device. There are no formal deadlines or teaching schedules, meaning you are free to study the course at your own pace. You are taught through a combination of- Video lessons
- Online study materials
- Mock exams
- Multiple-choice assessment
How is the course assessed?
To successfully complete the course you must pass an automated, multiple-choice assessment. The assessment is delivered through our online learning platform. You will receive the results of your assessment immediately upon completion.Will I receive a certificate of completion?
Upon successful completion, you will qualify for the UK and internationally-recognised certification and you can choose to make your achievement formal by obtaining your PDF Certificate at a cost of £9 and Hardcopy Certificate for £15.Why study this course
Whether you’re an existing practitioner or aspiring professional, this course will enhance your expertise and boost your CV with key skills and an accredited qualification attesting to your knowledge. The [course_title] is open to all, with no formal entry requirements. All you need is a passion for learning, a good understanding of the English language, numeracy and IT, and to be over the age of 16.Course Currilcum
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- Personal Assistant 01:23:00
- Admin Support 01:54:00
- Organisational Skills 01:16:00
- Business Writing 01:24:00
- Body Language and Effective Communication 01:23:00
- Navigate the Excel User Interface 00:28:00
- Use Excel Commands 00:10:00
- Create and Save a Basic Workbook 00:19:00
- Enter Cell Data 00:12:00
- Use Excel Help 00:05:00
- Create Worksheet Formulas 00:15:00
- Insert Functions 00:17:00
- Reuse Formulas and Functions 00:17:00
- Insert, Delete, and Adjust Cells, Columns, and Rows 00:10:00
- Search for and Replace Data 00:09:00
- Use Proofing and Research Tools 00:07:00
- Apply Text Formats 00:16:00
- Apply Number Format 00:08:00
- Align Cell Contents 00:09:00
- Apply Styles and Themes 00:12:00
- Apply Basic Conditional Formatting 00:11:00
- Create and Use Templates 00:08:00
- Preview and Print a Workbook 00:10:00
- Set Up the Page Layout 00:09:00
- Configure Headers and Footers 00:07:00
- Manage Worksheets 00:05:00
- Manage Workbook and Worksheet Views 00:07:00
- Manage Workbook Properties 00:06:00
- Mock Exam – Office Skills for Customer Service 00:20:00
- Module One – Getting Started 00:30:00
- Module Two – Why Your Office Needs Administrative Procedures 01:00:00
- Module Three – Gathering the Right Tools 01:00:00
- Module Four – Identifying Procedures to Include 01:00:00
- Module Five – Top Five Procedures to Record 01:00:00
- Module Six – What to Include in Your Binder (I) 01:00:00
- Module Seven – What to Include in Your Binder (II) 01:00:00
- Module Eight – Organizing Your Binder 01:00:00
- Module Nine – What Not to Include in the Procedure Guide 01:00:00
- Module Ten – Share Office Procedure Guide 01:00:00
- Module Eleven – Successfully Executing the Guide 01:00:00
- Module Twelve – Wrapping Up 00:30:00
- Module One – Getting Started 00:30:00
- Module Two – The Right Attitude Starts with You 01:00:00
- Module Three – Stress Management (Internal Stressors) 00:30:00
- Module Four – Stress Management (External Stressors) 00:30:00
- Module Five – Transactional Analysis 01:00:00
- Module Six – Why are Some Customers Difficult 01:00:00
- Module Seven – Dealing with the Customer Over the Phone 01:00:00
- Module Eight – Dealing with the Customer In Person 01:00:00
- Module Nine – Sensitivity in Dealing with Customers 01:00:00
- Module Ten – Scenarios of Dealing with a Difficult Customer 01:00:00
- Module Eleven – Following up With a Customer Once You Have Addressed Their Issue 01:00:00
- Module Twelve – Wrapping Up 00:30:00
- Customer Relationship Management 00:10:00
- What CRM Is and Who It Serves 00:15:00
- Checklist for Success 00:15:00
- Requirement Driven Product Selection 00:15:00
- Considerations in Tool Selection 00:15:00
- Strategies for Customer Retention 00:15:00
- Building the Future 00:15:00
- Homegrown vs. Application Service Provider 00:15:00
- Evaluating and Reviewing Your Program 00:15:00
- The Development Team 00:15:00
- Module One – Getting Started 00:30:00
- Module Two – Opening PowerPoint 01:00:00
- Module Three – Working with the Interface 01:00:00
- Module Four – Your First Presentation 01:00:00
- Module Five – Working with Text 01:00:00
- Module Six – Formatting Text and Paragraphs 01:00:00
- Module Seven – Adding Pictures 01:00:00
- Module Eight – Advanced Formatting Tasks 01:00:00
- Module Nine – Working with Transitions and Animations 01:00:00
- Module Ten – Setting Up Your Slide Show 01:00:00
- Module Eleven – Showtime! 01:00:00
- Module Twelve – Wrapping Up 00:30:00
- Recommended Reading: Office Skills and Customer Service Diploma 00:00:00
Course Instructors
