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Office Skills for Customer Service
Office Skills for Customer Service
PRIVATE
PRIVATE COURSE OR
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Level 3 - Diploma
69 Students -
4 days, 13 hours
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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. 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 Office Skills for Customer Service 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 Curriculum
| Office Skills for Customer Service - Updated Version | |||
| Module 01: Personal Assistant | |||
| Personal Assistant | 01:23:00 | ||
| Module 02: Admin Support | |||
| Admin Support | 01:54:00 | ||
| Module 03: Administrative Management | |||
| Administrative Management | 00:30:00 | ||
| Module 04: Organisational Skills | |||
| Organisational Skills | 01:16:00 | ||
| Module 05: Telephone Etiquette | |||
| Telephone Etiquette | 01:07:00 | ||
| Module 06: Business Writing | |||
| Business Writing | 01:24:00 | ||
| Module 07: Time Management | |||
| Time Management | 01:09:00 | ||
| Module 08: Body Language and Effective Communication | |||
| Body Language and Effective Communication | 01:23:00 | ||
| Module 09: Meeting Management | |||
| Meeting Management | 01:24:00 | ||
| Module 10: Excel Basics | |||
| 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 | ||
| Module 11: PowerPoint Basic | |||
| Customize the User Interface | 00:19:00 | ||
| Set PowerPoint 2016 Options | 00:07:00 | ||
| Modify Slide Masters and Slide Layouts | 00:16:00 | ||
| Add Headers and Footers | 00:05:00 | ||
| Modify the Notes Master and the Handout Master | 00:04:00 | ||
| Create SmartArt | 00:09:00 | ||
| Modify SmartArt | 00:05:00 | ||
| Write Math Equations | 00:07:00 | ||
| Add Audio to a Presentation | 00:09:00 | ||
| Add Video to a Presentation | 00:10:00 | ||
| Customize Animations and Transitions | 00:14:00 | ||
| Review a Presentation | 00:15:00 | ||
| Store and Share Presentations on the Web | 00:06:00 | ||
| Annotate a Presentation | 00:07:00 | ||
| Set Up a Slide Show | 00:08:00 | ||
| Create a Custom Slide Show | 00:03:00 | ||
| Add Hyperlinks and Action Buttons | 00:07:00 | ||
| Record a Presentation | 00:05:00 | ||
| Secure a Presentation | 00:11:00 | ||
| Broadcast a Slide Show | 00:07:00 | ||
| Create a Video or a CD | 00:08:00 | ||
| Mock Exam | |||
| Mock Exam – Office Skills for Customer Service | 00:20:00 | ||
| Final Exam | |||
| Final Exam – Office Skills for Customer Service | 00:20:00 | ||
| Office Skills for Customer Service - Old Version | |||
| Admin Support | |||
| Module One – Getting Started | 00:30:00 | ||
| Module Two – Getting Organized (I) | 01:00:00 | ||
| Module Three – Getting Organized (II) | 01:00:00 | ||
| Module Four – Managing Time | 01:00:00 | ||
| Module Five – Getting It All Done On Time | 01:00:00 | ||
| Module Six – Special Tasks | 01:00:00 | ||
| Module Seven – Verbal Communication Skills | 01:00:00 | ||
| Module Eight – Non-Verbal Communication Skills | 01:00:00 | ||
| Module Nine – Empowering Yourself | 01:00:00 | ||
| Module Ten – The Team of Two | 01:00:00 | ||
| Module Eleven – Taking Care of Yourself | 01:00:00 | ||
| Module Twelve – Wrapping Up | 00:30:00 | ||
| Administrative Management | |||
| 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 | ||
| Organisational Skills | |||
| Module One – Getting Started | 00:30:00 | ||
| Module Two – Remove the Clutter | 01:00:00 | ||
| Module Three – Prioritize | 01:00:00 | ||
| Module Four – Scheduling Your Time | 01:00:00 | ||
| Module Five – To Do Lists | 01:00:00 | ||
| Module Six – Paper and Paperless Storage | 01:00:00 | ||
| Module Seven – Organization in Your Work Area | 01:00:00 | ||
| Module Eight – Tools to Fight Procrastination | 01:00:00 | ||
| Module Nine – Organizing Your Inbox | 01:00:00 | ||
| Module Ten – Avoid the Causes of Disorganization | 01:00:00 | ||
| Module Eleven – Discipline is the Key to Stay Organized | 01:00:00 | ||
| Module Twelve – Wrapping Up | 00:30:00 | ||
| Organisational Skills Course for Administrator- Activities | 00:00:00 | ||
| Customer Relations and Dealings | |||
| 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 Service: Telephone Etiquette | |||
| Module One – Getting Started | 00:30:00 | ||
| Module Two – Aspects of Phone Etiquette | 01:00:00 | ||
| Module Three – Using Proper Phone Language | 01:00:00 | ||
| Module Four – Eliminate Phone Distractions | 01:00:00 | ||
| Module Five – Inbound Calls | 01:00:00 | ||
| Module Six – Outbound Calls | 01:00:00 | ||
| Module Seven – Handling Rude or Angry Callers | 01:00:00 | ||
| Module Eight – Handling Interoffice Calls | 01:00:00 | ||
| Module Nine – Handling Voicemail Messages | 01:00:00 | ||
| Module Ten – Methods of Training Employees | 01:00:00 | ||
| Module Eleven – Correcting Poor Telephone Etiquette | 01:00:00 | ||
| Module Twelve – Wrapping Up | 00:30:00 | ||
| Customer Relationship Management | |||
| 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 | ||
| Microsoft Office Word | |||
| Module One – Getting Started | 00:30:00 | ||
| Module Two – Opening | 01:00:00 | ||
| Module Three – Working with the Interface | 01:00:00 | ||
| Module Four – Your First Document | 01:00:00 | ||
| Module Five – Basic Editing Tasks | 01:00:00 | ||
| Module Six – Basic Formatting Tasks | 01:00:00 | ||
| Module Seven – Formatting Paragraphs | 01:00:00 | ||
| Module Eight – Advanced Formatting Tasks | 01:00:00 | ||
| Module Nine – Working with Styles | 01:00:00 | ||
| Module Ten – Formatting the Page | 01:00:00 | ||
| Module Eleven – Sharing Your Document | 01:00:00 | ||
| Module Twelve – Wrapping Up | 00:30:00 | ||
| Microsoft Office Powerpoint | |||
| 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 | ||
| Microsoft Office Excel | |||
| Module One – Getting Started | 00:30:00 | ||
| Module Two – Opening Excel | 01:00:00 | ||
| Module Three – Working with the Interface | 01:00:00 | ||
| Module Four – Your First Worksheet | 01:00:00 | ||
| Module Five – Viewing Excel Data | 01:00:00 | ||
| Module Six – Building Formulas | 01:00:00 | ||
| Module Seven – Using Excel Functions | 01:00:00 | ||
| Module Eight – Using Quick Analysis | 01:00:00 | ||
| Module Nine – Formatting Your Data | 01:00:00 | ||
| Module Ten – Using Styles, Themes, and Effects | 01:00:00 | ||
| Module Eleven – Printing and Sharing Your Workbook | 01:00:00 | ||
| Module Twelve – Wrapping Up | 01:00:00 | ||
| Recommended Reading | |||
| Recommended Reading: Office Skills and Customer Service Diploma | 00:00:00 | ||
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