Course description

Throughout the course, participants will embark on a journey of self-discovery and skill enhancement, exploring topics such as active listening, conflict resolution, and emotional intelligence. Through engaging modules, real-life case studies, and role-playing scenarios, participants will develop the confidence and proficiency required to navigate diverse customer interactions with poise and professionalism.

Moreover, this course goes beyond mere transactional interactions, emphasizing the importance of building lasting relationships and fostering customer loyalty. Participants will learn how to anticipate customer needs, exceed expectations, and transform challenging situations into opportunities for positive engagement and resolution.

Whether novice customer service representatives or seasoned professionals seeking to refine their skills, this course provides a comprehensive toolkit to thrive in today's competitive business landscape. By mastering the art of customer service, participants will not only elevate their individual performance but also contribute to the overall success and reputation of their organization.

What will i learn?

  • Enhanced Customer Satisfaction: Participants will demonstrate an enhanced ability to understand customer needs, communicate effectively, and resolve issues promptly, resulting in increased customer satisfaction and loyalty.
  • Improved Communication Skills: Through interactive exercises and practical applications, participants will develop stronger verbal and non-verbal communication skills, enabling them to convey empathy, professionalism, and clarity in customer interactions.
  • Effective Problem-Solving Abilities: Participants will acquire the skills and strategies necessary to identify and address customer concerns proactively, fostering a culture of problem-solving and continuous improvement within the organization's customer service practices.

Requirements

  • Internet Access and Technology: Participants must have reliable internet access and access to a computer or mobile device to engage with the online course materials, participate in virtual discussions, and complete assignments or assessments.
  • Commitment to Active Participation: Successful completion of the Customer Service Skills course requires active participation in lectures, discussions, and practical exercises. Participants should allocate sufficient time for studying, completing assignments, and engaging with course activities to maximize learning outcomes.
  • Openness to Feedback and Self-Reflection: Participants should approach the course with a growth mindset, open to receiving feedback and engaging in self-reflection to identify areas for improvement. Willingness to apply feedback and incorporate learning into real-world customer interactions is essential for enhancing customer service skills effectively.

Frequently asked question

The Customer Service Skills course is suitable for individuals at all levels of experience who are involved in customer-facing roles or wish to enhance their customer service competencies. This includes customer service representatives, sales associates, hospitality professionals, and anyone else seeking to improve their customer interaction skills.

The course provides a diverse range of learning resources, including interactive modules, video tutorials, case studies, quizzes, and practical exercises. Participants will also have access to downloadable resources, such as handouts, templates, and reference guides, to reinforce learning and support ongoing skill development.

Assessment in the Customer Service Skills course may involve quizzes, assignments, role-playing scenarios, and participation in discussions or group activities. The passing criteria for the course will be clearly outlined in the course syllabus or guidelines, typically requiring participants to demonstrate proficiency in key competencies related to effective communication, problem-solving, and customer satisfaction.

Sikhulile Dube

I am a front-end developer with a diverse set of skills including cybersecurity research, game design, animation, and cloud technology. My experience in these areas has given me a unique perspective on how to create engaging and secure user interfaces.

SummaryResults-driven Business Transformation Manager with a solid foundation in front-end development and a strong aptitude for cybersecurity analysis and research. Leveraging a unique blend of technical expertise and business acumen, I have successfully led organizations through complex digital transformations, aligning technology initiatives with strategic objectives. My proficiency in gamification strategies enhances user engagement, while my comprehensive understanding of cybersecurity ensures the integrity of digital assets. With a proven track record of driving innovation and efficiency, I am poised to guide organizations towards digital excellence, fostering growth and competitiveness in the ever-evolving landscape of today's business world.EducationUniversity of the WitwatersrandMaster of Arts by Research 2023University of the WitwatersrandBachelor of Arts Hons, Digital Arts 2021Gateway Christian Training College /NUSTSports Coaching and Management Diploma 2012National University of Science and Technology (NUST)AIS And ICAO Liaison Diploma 2002Professional ExperienceTrukumb MiningBusiness Transformation Manager Sep 2023 – Present•Strategic Planning: Develop and articulate a clear vision and strategy for the business transformation.Align the transformation goals with the overall business strategy and objectives.•Stakeholder Engagement: Identify and engage key stakeholders, including executives, employees, customers, and external partners.Communicate the transformation vision and objectives to ensure buy-in and support.•Change Management: Design and implement change management strategies to minimize resistance and facilitate a smooth transition.Develop communication plans to keep stakeholders informed about the progress and benefits of the transformation.•Project Management:•Oversee the planning, execution, and monitoring of transformation projects and initiatives.Ensure that projects are delivered on time, within scope, and within budget.SmartenUpFront-End Developer Jun 2023 – Present• Site Design: The visual design of websites, including color scheme, typography, layout, and images.•Site Architecture: The structure of the website, including pages, menus, and navigation.•Content Migration: The process of moving existing content from the old website to the new Drupal sites.•Content Creation: Creating new content for websites, such as blog posts, articles, and product descriptions.•Module Selection and Configuration: Choosing and configuring Drupal modules to add specific functionality to the website.•User Management: Setting up user accounts, roles, and permissions for site administrators, editors, and contributors.Project: Movie Search App using React and the OMDB APIDescription: A movie search app using React and the OMDB (Open Movie Database) API. The app allows users to search for movies, view details about each movie, and save their favorite movies to a watchlist.Technical Tools Used:•React: I used React to build the UI components and manage the app's state.• I wrote JavaScript code to handle API requests, data processing, and app logic.•CSS: I styled the app using CSS, following best practices for responsive design and accessibility.•Axios: I used Axios to handle API requests and responses.•Git: I used Git for version control, collaborating with other developers on the project.Project: 2D Platformer Game Development in Unity: After the storm.Description: I developed a 2D platformer game in Unity using C# for game logic and scripting. The game was designed for desktop and mobile devices and included multiple levels, character animations, and sound effects.Technical Tools Used:•Unity: I used Unity.•C#: I wrote C# code to handle game logic and scripting, including player movement, collision detection, and object interaction.•Visual Studio: I used Visual Studio to write and debug C# code.•Git: I used Git for version control, collaborating with other developers and designers on the project.CatalistoResearch Analyst – International Cybersecurity Jan 2022 – Jun 2023• Managing and overseeing the cybersecurity research Training fellowship program, with over 50 research fellows participating from Ukraine, Scotland, France, Amsterdam, South Africa, Zimbabwe, Kenya and Botswana. Africa and Europe.• Tasked with conducting innovative research and training, on cybersecurity vendors and products, delivering advice through written reports, guidance notes and consulting.• Worked with the CEO and projects manager on further research planning, costing management, selection processes and budget forecast.• Worked with editors, graphics designers in UI/UX training and research content from long and short articles, social media posts and blogs.• Trained in Accessibility implementation of cybersecurity Awareness programsProject: Custom Drupal Theme Development for the sister company: Lokilabs.Description: I worked with a team of developers and designers to create a custom Drupal theme for a non-profit organization's website. The goal of the project was to update the website's look and feel, improve user experience, and make the site more accessible.Technical Tools Used:•Drupal 8: The project was built using Drupal 8•Bootstrap: We used Bootstrap to develop the theme's responsive design and layout.•SASS: I used SASS, to write modular, reusable CSS code that could be easily maintained and updated.•Gulp: I configured a Gulp task runner to automate common development tasks, such as compiling SASS, optimizing images, and minifying JavaScript.Advanced Projects and PeopleSupport Technician Trainer – ICT and Infrastructure May 2021-Jan 2022•This position concentrated on training users on providing application support to one of the leading financial institutions in South Africa for applications and products users.• The key result areas of the portfolio anchored on continually develop effective troubleshooting methods in providing daily remote assistance to customers and associates.• A feedback report system and work closely with the service manager and site managers helped in achieving the best optimization for productivity & life span.• Some of the major tasks were to provide feedback to the Manager concerning product performance anomalies encountered in the field and make recommendations for service improvements.University of the WitwatersrandTechnical Assistant – Education Jan 2020-Apr 2021•Assisted with Training of front-end development using React, JavaScript, CSS and SCSS.•Tracked and documented problems and solutions. Installed, qualified, maintained services, modified, troubleshoot, safety test, and calibrated a variety of department equipment and instrumentation by interpreting engineering and vendor information, schematic diagrams, and graphic illustrations.Multimedia TecknowledgeProjects Coordinator– Education Jan 2005-Dec 2015•Participated in training project design meetings and proposed improvements where necessary.•Plan and manage training team goals, project schedules and new information.•Supervised current projects and coordinated all team members to keep workflow on track.•Communicated with clients to identify and define project requirements, scope and objectives. Adhered to budgets by monitoring expenses and implementing cost-saving measures.Project: Custom WordPress Plugin DevelopmentDescription: I developed a custom WordPress plugin for a small business to streamline their customer management process. The plugin included features such as custom post types, form submissions, and email notifications.Technical Tools Used:•WordPress: I used WordPress (CMS), to build the website and develop the custom plugin.•PHP: I wrote PHP code to implement the custom plugin's functionality, including custom post types, form submissions, and email notifications.•MySQL: I used MySQL to store and retrieve data from the WordPress database.•jQuery: I used jQuery to add interactive elements and improve the user experience on the website.•Git: I used Git for version control, collaborating with other developers and designers on the project.CAAZAir Traffic Controller– Aviation Jan 2000-Jul 2003•Monitoring Aircraft: Continuously monitor the movement of aircraft within their assigned airspace or airport to ensure safe separation and orderly traffic flow.•Communicating with Pilots: Maintain radio communication with pilots, providing them with instructions, clearances, and relevant information regarding their flight, such as weather conditions and runway assignments.•Providing Traffic Separation: Ensure that aircraft maintain safe distances from each other to prevent collisions. Issue clearances for takeoffs, landings, and changes in altitude and direction.•Managing Airport Operations: Coordinate the movement of aircraft on runways, taxiways, and gate areas at airports to avoid conflicts and delays.•Weather Monitoring: Keep track of weather conditions and provide updates to pilots, including information about turbulence, icing, and other weather-related hazards.•Emergency Response: Assist in managing emergency situations, such as medical diversions, aircraft emergencies, or severe weather events, by coordinating with relevant agencies and guiding aircraft to safety.•Flight Data Coordination: Maintain and update flight data, including flight plans, aircraft routes, and estimated arrival and departure times.•Training and Supervision: Train and mentor new air traffic controllers and provide guidance to less experienced colleagues. Senior controllers may also supervise the work of junior controllers.•Equipment Operation: Operate and monitor various types of air traffic control equipment, including radar systems, communication systems, and computer systems.Certifications•CC – Certified in Cybersecurity 2024•SaleseForce, JavaScript Developer 2023•AWS, – AWS Certified Cloud Practitioner 2023•Google, – Fundamentals of digital marketing 2023•Microsoft, – MTA MCP 2013•CompTIA, – A+ Certification 2012•CompTIA, – N+ Certification 2012

$100

Lectures

0

Skill level

Beginner

Expiry period

Lifetime

Certificate

Yes

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