Course / Course Details
By - Roygbiv Business School
Laptop (Windows/macOS) and reliable internet.
Google/Microsoft 365 for docs, slides, and spreadsheets.
Microphone & camera for live role-plays and simulations.
Access to real scenarios from your organization (emails/chats/call snippets) — anonymized is fine.
Recommended: basic access to a helpdesk/CRM (e.g., Zendesk, Freshdesk, HubSpot) and recent CSAT/NPS/CES data.
In a global, choice-rich marketplace, service quality is the lifeline of every business. The smallest lapse can trigger churn, while consistent, human-centered care builds loyalty and advocacy. This practical program equips frontline teams and leaders with the skills, tools, and frameworks to communicate clearly, resolve issues fast, recover service failures, and design experiences that keep customers coming back.
By the end of the course, you will be able to:
Map the customer journey and identify high-impact “moments of truth.”
Apply empathy, active listening, and tone control across phone, chat, email, and social.
De-escalate difficult interactions using a structured framework (Acknowledge–Align–Action).
Execute service recovery: apologize, make-right, follow-up, and close the loop.
Write clear, concise response templates and knowledge-base articles.
Manage SLAs and queues; prioritize tickets using severity and impact.
Use QA scorecards and coaching to improve consistency and first-contact resolution (FCR).
Measure and improve CSAT, NPS, and CES; set up feedback loops to product/ops.
Communicate across cultures and accessibility needs with inclusive language.
Escalate effectively with RACI handoffs and post-incident summaries.
Deliverables: Customer Service Charter, Response Template Pack, De-escalation Playbook, and a simple Metrics Dashboard.
As the Super Admin of our platform, I bring over a decade of experience in managing and leading digital transformation initiatives. My journey began in the tech industry as a developer, and I have since evolved into a strategic leader with a focus on innovation and operational excellence. I am passionate about leveraging technology to solve complex problems and drive organizational growth. Outside of work, I enjoy mentoring aspiring tech professionals and staying updated with the latest industry trends.
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