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Office Skills for Customer Service

58 STUDENTS ENROLLED

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
Order Your Certificate
Order your Certificate 00:00:00

Course Reviews

5

5
1 ratings
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  • 1 stars0
  1. I am well trained and got overall a good idea through this course.

    5

    If you want to develop your knowledge on office admin and customer service and at the same time get CPD accredited, then you must register for this online course. Not only they can provide all the lessons about it, but they will also help you through their online tutors if you have questions with their modules.

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