Customer Service/Sales Techniques & Engagement/Data Analytics/Understanding Foreign Culture

Customer Service Questions

1. What is Customer Service? 

2. Why is customer service important?

3. Choose 3 economic sectors and discuss how different/similar customer service is across these sectors - Telecommunications, Food & Beverage Retail ?

Unit 1 MCQs

Unit 1 SAQs

Unit 1 Activity 1

Unit 1 Activity 2

Unit 1 Activity 3

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Unit 2 MCQs

Unit 2 SAQs

Unit 2 Activity 1

Grooming Video 1

Grooming Video 2

SATS video

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Unit 3 MCQs

Unit 3 SAQs

Customer Service vs Customer Experience Video

Build Rapport with Customers Techniques Video

15 steps to improve customer service video

Good Customer Service Attributes Video

Customer Service Communication Video

Verbal Communication Video

Non-verbal communication Video

Verbal vs non-verbal communication video

Questioning Techniques Video

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Unit 4 MCQs

Unit 4 SAQs

Good receptionist skills

Cultural Differences in Business video

China Guanxi video

Religious Differences in Business video

Age Differences in Business video

Deal with deaf customer video

Deal with hearing disability customer video

Deal with wheel-chair bound customers video

Service Recovery Explanation video

LAST method to improve customer service video

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Unit 5 MCQs

Unit 5 SAQs

Identify Customer Needs

Excel Inventory System

Traditional vs Online Business

OFCT

GST

How to check counterfeit bills?

Foreign Exchange Rate

How to write a cheque properly?

Verify Credit Card No

EPOS Explanation

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Unit 6 MCQs

Unit 6 SAQs

Return policy video 1

Return policy video 2

Return policy video 3

Return policy video 4

Return policy video 5

Refund in Shopee video

Lemon Law video

CASE video

Make online returns easy for customer video

How to return a purchase for exchange video

Getting a refund video

Return Counter video

Return goods rights video

Return fraud video

What happens after you return goods video

Where returned goods are resold video

Return worn clothes video

Unit 6 Activity 1

Unit 6 Activity 2

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Unit 7 MCQs

Unit 7 SAQs

Unit 7 Activity 1

Unit 7 Activity 2

Unit 7 Activity 3

Unit 7 Activity 4

After sales service videos x 4

After sales or post sales service video

After sales service explained video

Defusing frustration for complaining customer video

Dealing with difficult customers video

Techniques for obtaining customer feedback video

Over promise and under deliver video

Last mile problem video

Redesigning last mile delivery video

5 Key Metrics for Last-mile Logistics video

Last mile logistics playlist video (optional)

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Unit 8 MCQs

Unit 8 SAQs

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Units 1 to 8 MCQs

Units 1 to 8 Games (MCQ)

Units 1 to 8 Revision SAQs

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K-W-L Reflection

Q&A (use MXH64R as passcode)

Customer Service Videos (Youtube)

Roleplay Script (Contact Centre)