Undergraduate Certificate in Customer Care for Telecommunications
-- ViewingNowThe Undergraduate Certificate in Customer Care for Telecommunications is a comprehensive course designed to provide learners with essential skills in customer service within the telecommunications industry. This course highlights the importance of effective communication, problem-solving, and technical knowledge in delivering exceptional customer experiences.
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⢠Telecommunications Fundamentals: Understanding the basics of telecommunications, including networks, technologies, and services.
⢠Customer Service Foundations: Learning the essentials of customer service, such as communication skills, problem-solving, and empathy.
⢠Telecommunications Customer Care: Focusing on customer care specific to telecommunications, including handling service disruptions, explaining complex concepts, and managing customer expectations.
⢠Product & Service Knowledge: Gaining in-depth knowledge of telecommunications products and services, including mobile, internet, and landline services, to provide accurate and helpful information to customers.
⢠Complaint Handling & Escalation: Learning how to handle customer complaints effectively, including de-escalation techniques and when to escalate issues to supervisors or managers.
⢠Sales & Upselling Techniques: Developing skills in sales and upselling, including identifying customer needs, recommending products and services, and closing sales.
⢠Workforce Management: Understanding the principles of workforce management, including scheduling, forecasting, and performance measurement, to optimize customer service operations.
⢠Quality Assurance & Continuous Improvement: Learning how to monitor and improve the quality of customer service, including using quality assurance tools, analyzing customer feedback, and implementing continuous improvement initiatives.
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