Office Skills for Customer Service

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58 STUDENTS

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