Beschrijving | Program | Prerequisites | Who is this course for | Duration | Course Format | Evaluation procedures/Certification | Upcoming dates | How to access the course | When to access the course | Administrative & Educational Contact | Leave a review |
Beschrijving
Effective customer service requires a customer-centric approach, which means putting the needs of the customer first. It involves listening to the customers' needs and offering them prompt solutions, demonstrating empathy and understanding, and maintaining a positive attitude throughout the interaction. Good customer service is crucial to building and maintaining a loyal customer base, which is essential for the success of any business. Therefore, companies must invest in the training and development of their customer service team to ensure that they are equipped with the necessary skills to provide exceptional service to their customers.
Program
Training Program: Effective Customer Service. . Objective: To equip customer service representatives with the skills, knowledge, and attitude necessary to provide exceptional service to customers, build positive relationships with them, and handle difficult situations effectively.. . Duration: 2 days (8 hours per day). . Day 1. . Session 1: Introduction to Effective Customer Service. - Definition and importance of customer service. - Understanding customer expectations and needs. - The impact of good and bad customer service on a business. - Role and responsibilities of a customer service representative. . Session 2: Communication Skills. - Effective verbal and nonverbal communication. - Active listening and questioning techniques. - Empathy and positive language. - Dealing with language barriers and cultural differences. . Session 3: Building Rapport with Customers. - Establishing rapport and trust with customers. - Identifying and adapting to different customer personalities and styles. - Handling challenging customer behaviors and attitudes. . Session 4: Handling Customer Complaints. - Understanding the different types of customer complaints. - Responding to complaints with empathy and professionalism. - Resolving complaints in a timely and satisfactory manner. - Turning complaints into opportunities for customer retention. . Day 2. . Session 5: Problem-Solving and Decision-Making. - Identifying problems and their root causes. - Analyzing and evaluating options to solve problems. - Making effective and efficient decisions. - Following up to ensure customer satisfaction. . Session 6: Time Management and Prioritization. - Managing time effectively and efficiently. - Prioritizing tasks and goals. - Delegating tasks when necessary. - Reducing stress and burnout. . Session 7: Teamwork and Collaboration. - Understanding the importance of teamwork in providing customer service. - Developing effective teamwork skills. - Handling conflicts and differences constructively. - Sharing knowledge and skills with team members. . Session 8: Role-Playing and Scenario Analysis. - Practicing customer service skills in a safe environment. - Analyzing real-world scenarios and developing effective solutions. - Receiving feedback and constructive criticism from trainers and peers. - Developing a personal action plan for continued improvement. . Delivery Method: The training program will be delivered through a combination of interactive lectures, group discussions, case studies, role-playing, and scenario analysis. Trainers will use various multimedia tools, including videos, podcasts, and online quizzes, to enhance learning and retention. Trainers will also provide individual and group feedback to help participants apply their learning to real-world situations.. . Evaluation and Follow-Up: The training program will be evaluated through pre- and post-training assessments, as well as feedback from participants and their managers. Participants will be encouraged to apply their learning in their daily work and share their experiences with their team members. Follow-up sessions, coaching, and mentoring may be provided to help participants overcome challenges and reinforce their learning.
Prerequisites
No requirements
Who is this course for
For all
Duration
The duration of the course is flexible. Contact our educational managers for more information.
Course Format
Online,Hybrid,Blended
Evaluation procedures/Certification
This training is evaluated through a test scenario and multiple choice questions. To validate the course, it is necessary to validate all the skills. For information, there is no equivalence or bridge to validate this course. To download and take our quizzes for validation of acquired knowledge, please connect to the online storage platform with your login details.
Upcoming dates
December 2025
January 2026
February 2026
How to access the course
To pre-register for this course and receive all the necessary information, please click on the registration button above. A quizz is proposed to allow us to direct you to the right course and instructor.
When to access the course
After registration, you will receive all the details to start the course.
Administrative & Educational Contact
Nduka NZEKA - formations(at)ilaria-academy.com
Leave a review
Certification
Certification
Certification
Certification
Ilaria Digital School transforms your passion into professional expertise. Founded by a serial entrepreneur with over 15 years of experience, our school offers innovative and practical training to propel your career. Join us to acquire key skills in web development, digital entrepreneurship, innovation, collaborative management, etc. Take the first step towards your success in the digital world.
Full Stack Web Development
Master essential technologies (like NodeJS, Angular, PHP, Python...) to become a versatile developer.
Creation of Websites for SMEs
Learn to create and manage your company's and store's website independently using CMS like WordPress.
Startups & Innovation Projects
Develop your skills to lead innovative projects and stimulate creativity within your organization.
Collaborative and Agile Management
Adopt modern managerial practices to boost your teams' performance and engagement.
FaQ Questions
We offer a variety of e-learning products to help individuals achieve their education and professional development goals. Our product offerings include online courses, tutorials, webinars, and e-books. Our courses cover a wide range of subjects, including web development, marketing, management and personal development. We also offer customized learning solutions for businesses and organizations looking to train their employees. Whether you're looking to learn new skills for personal or professional growth, we have the products to help you succeed.
We accept a variety of payment methods to make the checkout process as convenient as possible for our customers. Our accepted payment methods include Visa, Mastercard, Amex to name a few. All transactions are processed securely through our payment gateway to ensure the protection of your personal and financial information.
Once your payment is processed, you will receive a confirmation email with details about your purchase. You can then access your course or product from your account dashboard on our website.
Once your payment is processed, you will receive a confirmation email with details about your purchase. You can then access your course or product from your account dashboard on our website.
Enrolling in a course on our e-learning platform is simple and straightforward. Here's how to get started:
Browse our course catalog and select the course you want to enroll in.
Click the "Enroll Now" button for the course.
If you're a new customer, you'll need to create an account on our website. If you already have an account, simply log in.
Review the course details and add the course to your cart.
Proceed to checkout and complete the payment process if needed.
Once your payment is processed, you will have immediate access to the course materials and can start learning right away. If you have any questions or issues enrolling in a course, please don't hesitate to reach out to our support team for assistance.
Browse our course catalog and select the course you want to enroll in.
Click the "Enroll Now" button for the course.
If you're a new customer, you'll need to create an account on our website. If you already have an account, simply log in.
Review the course details and add the course to your cart.
Proceed to checkout and complete the payment process if needed.
Once your payment is processed, you will have immediate access to the course materials and can start learning right away. If you have any questions or issues enrolling in a course, please don't hesitate to reach out to our support team for assistance.
Our courses are designed to be self-paced, which means that you can start and complete the course at any time, and progress through the material at your own pace. This allows you to fit learning into your schedule, regardless of your other commitments.
However, some of our courses may have scheduled components, such as live webinars or virtual study groups, that you can participate in. These scheduled components are designed to provide additional support and a sense of community.
However, some of our courses may have scheduled components, such as live webinars or virtual study groups, that you can participate in. These scheduled components are designed to provide additional support and a sense of community.
Once you have enrolled in a course on our e-learning platform, you will have access to the course content or the date of the next live class.
If you need to contact an instructor or ask a question about one of our courses, you can do so in several ways:
Email: You can reach out to our instructors directly by sending an email. We will make sure your message is forwarded to the appropriate instructor and that you receive a response as soon as possible.
Support team: If you have any general questions or concerns about our e-learning platform, you can reach out to our support team.
Email: You can reach out to our instructors directly by sending an email. We will make sure your message is forwarded to the appropriate instructor and that you receive a response as soon as possible.
Support team: If you have any general questions or concerns about our e-learning platform, you can reach out to our support team.
Unfortunately, our course content is currently only available online and cannot be accessed offline. However, you can access the course materials from any device with an internet connection, so you can learn on the go or from the comfort of your own home.
We understand that having offline access to course materials can be convenient, and we are always working to improve our platform and add new features for our students. If offline access to course materials becomes available in the future, we will make sure to update our FAQ section and notify our students.
We understand that having offline access to course materials can be convenient, and we are always working to improve our platform and add new features for our students. If offline access to course materials becomes available in the future, we will make sure to update our FAQ section and notify our students.
At Ilaria Digital School, we are committed to providing excellent customer support to our students. If you need assistance with anything related to our courses or platform, you can contact our customer support team in the following ways:
Email: You can send an email to email@email.com. Our team will respond to your message as soon as possible.
Live Chat: You can also reach us through our live chat feature on our website. Our live chat support is available on all pages.
We are dedicated to providing excellent support to our students and helping you get the most out of your learning experience. If you have any questions or concerns, please don't hesitate to reach out to our customer support team for assistance.
Email: You can send an email to email@email.com. Our team will respond to your message as soon as possible.
Live Chat: You can also reach us through our live chat feature on our website. Our live chat support is available on all pages.
We are dedicated to providing excellent support to our students and helping you get the most out of your learning experience. If you have any questions or concerns, please don't hesitate to reach out to our customer support team for assistance.
At Ilaria Digital School, we understand that plans can change. If you need to change or cancel your order, please contact our customer support team as soon as possible. You can reach us by email or live chat.
If you need to change your order, our team will assist you in making the necessary changes to your enrollment. If you need to cancel your order, we will process your refund according to our 30-day money-back guarantee.
Please note that some courses may have restrictions on cancellations or changes, and that these restrictions will be clearly indicated in the course description. If you have any questions or concerns about changing or cancelling your order, please don't hesitate to reach out to our customer support team for assistance.
If you need to change your order, our team will assist you in making the necessary changes to your enrollment. If you need to cancel your order, we will process your refund according to our 30-day money-back guarantee.
Please note that some courses may have restrictions on cancellations or changes, and that these restrictions will be clearly indicated in the course description. If you have any questions or concerns about changing or cancelling your order, please don't hesitate to reach out to our customer support team for assistance.
Yes, we frequently offer discounts and promotions on our courses to help make learning more accessible and affordable for our students.
To stay up-to-date on our latest discounts and promotions, be sure to sign up for our email newsletter or follow us on on social media platforms, such as Facebook, Twitter, or Instagram. You can also check our website for the latest promotions, as we often have special deals and discounts available for a limited time.
If you have any questions or need assistance finding the right discount or promotion for you, please don't hesitate to reach out to our customer support team for assistance.
To stay up-to-date on our latest discounts and promotions, be sure to sign up for our email newsletter or follow us on on social media platforms, such as Facebook, Twitter, or Instagram. You can also check our website for the latest promotions, as we often have special deals and discounts available for a limited time.
If you have any questions or need assistance finding the right discount or promotion for you, please don't hesitate to reach out to our customer support team for assistance.
Subscribing to our newsletter is a great way to stay up-to-date on the latest courses, promotions, and events. To subscribe, simply follow these steps:
Visit our website: Go to www.ilaria-academy.com.
Enter your email address: You will find a sign-up form for our newsletter on the footer of each page. Enter your email address in the form and click the "Subscribe" button.
Confirm your subscription: You will receive an email with a confirmation link. Click on the link to confirm your subscription to our newsletter.
That's it! You are now subscribed to our newsletter and will receive regular updates on our latest courses, promotions, and events. If you have any questions or need assistance subscribing to our newsletter, please don't hesitate to reach out to our customer support team for assistance.
Visit our website: Go to www.ilaria-academy.com.
Enter your email address: You will find a sign-up form for our newsletter on the footer of each page. Enter your email address in the form and click the "Subscribe" button.
Confirm your subscription: You will receive an email with a confirmation link. Click on the link to confirm your subscription to our newsletter.
That's it! You are now subscribed to our newsletter and will receive regular updates on our latest courses, promotions, and events. If you have any questions or need assistance subscribing to our newsletter, please don't hesitate to reach out to our customer support team for assistance.
At Ilaria Digital School, we are committed to helping you succeed in your courses and achieve your learning goals. To support you in your studies, we offer the following resources:
Instructor support: You will have direct access to your instructor for questions, feedback, and guidance throughout the course.
Student community: You will have access to a community of fellow students taking the same course, where you can network, collaborate, and learn from each other.
Course materials: You will have access to a variety of course materials, including videos, readings, and assignments, to help you learn and practice the concepts covered in the course.
Technical support: Our technical support team is available to assist you with any technical issues you may encounter while taking the course.
Additional resources: We may also offer additional resources, such as bonus materials or office hours with the instructor, to help you succeed in your course.
We are here to support you every step of the way and help you achieve your learning goals. If you have any questions or need assistance, please don't hesitate to reach out to our customer support team for assistance.
Instructor support: You will have direct access to your instructor for questions, feedback, and guidance throughout the course.
Student community: You will have access to a community of fellow students taking the same course, where you can network, collaborate, and learn from each other.
Course materials: You will have access to a variety of course materials, including videos, readings, and assignments, to help you learn and practice the concepts covered in the course.
Technical support: Our technical support team is available to assist you with any technical issues you may encounter while taking the course.
Additional resources: We may also offer additional resources, such as bonus materials or office hours with the instructor, to help you succeed in your course.
We are here to support you every step of the way and help you achieve your learning goals. If you have any questions or need assistance, please don't hesitate to reach out to our customer support team for assistance.
We offer a wide range of courses in various subjects, including web development, marketing, management and personal development. Our courses are designed for individuals of all levels, from beginners to experts, and are taught by experienced instructors. You can browse our course catalog to find the courses that best suit your needs and interests. If you're not sure which course to take, feel free to reach out to our support team for guidance.
Placing an order on our e-learning platform is easy and secure. Simply follow these steps:
Browse our course catalog and select the course or product you want to purchase.
Click the "Enroll Now" or "Buy Now" button for the course or product.
Review your order and make any necessary adjustments.
Enter your billing information if needed.
Choose your payment method and complete the transaction if needed.
Once your registration is complete, you will receive a confirmation email with details. You can then access your course or product from your account dashboard on our website or by regular emails.
Browse our course catalog and select the course or product you want to purchase.
Click the "Enroll Now" or "Buy Now" button for the course or product.
Review your order and make any necessary adjustments.
Enter your billing information if needed.
Choose your payment method and complete the transaction if needed.
Once your registration is complete, you will receive a confirmation email with details. You can then access your course or product from your account dashboard on our website or by regular emails.
Tracking your order is easy on our e-learning platform. Simply log into your account dashboard on our website and you will be able to view the status of your order. If you have any questions about your order, please don't hesitate to reach out to our support team for assistance.
Additionally, you will receive email updates throughout the process, including a confirmation email when your order is placed.
Additionally, you will receive email updates throughout the process, including a confirmation email when your order is placed.
The online learning process on our e-learning platform is designed to be flexible and convenient for students. Here's how it works:
Enroll in a course: Browse our course catalog and select the course you want to enroll in. Add the course to your cart and complete the payment process.
Access course materials: Once your payment is processed, you will have immediate access to the course materials, including videos, audio recordings, text-based lessons, and live sessions.
Progress at your own pace: Our courses are self-paced, so you can learn at the speed that works best for you. You can also revisit any course materials as often as you need to reinforce your understanding.
Engage with other: Our courses include interactive classes where you can connect with teachers and other students, ask questions, and share your insights.
Get support from instructors: Our experienced instructors are available to answer your questions and provide guidance throughout the course.
Track your progress: You can track your progress through the course and see what you need to complete in your account dashboard on our website.
Complete the course and receive a certificate: When you have completed all the requirements of the course, you will receive a certificate of completion that you can share with employers or add to your professional portfolio.
Enroll in a course: Browse our course catalog and select the course you want to enroll in. Add the course to your cart and complete the payment process.
Access course materials: Once your payment is processed, you will have immediate access to the course materials, including videos, audio recordings, text-based lessons, and live sessions.
Progress at your own pace: Our courses are self-paced, so you can learn at the speed that works best for you. You can also revisit any course materials as often as you need to reinforce your understanding.
Engage with other: Our courses include interactive classes where you can connect with teachers and other students, ask questions, and share your insights.
Get support from instructors: Our experienced instructors are available to answer your questions and provide guidance throughout the course.
Track your progress: You can track your progress through the course and see what you need to complete in your account dashboard on our website.
Complete the course and receive a certificate: When you have completed all the requirements of the course, you will receive a certificate of completion that you can share with employers or add to your professional portfolio.
Our courses are designed to be engaging and interactive, and they are delivered in a variety of formats to accommodate different learning styles. The format of each course may include:
Video lessons: High-quality video recordings that provide an engaging and visual learning experience.
Audio lessons: Audio recordings that allow you to learn on the go or while multitasking.
Text-based lessons: Written explanations and instructions that provide a comprehensive understanding of the course material.
Interactive exercises: Quizzes, puzzles, and other interactive activities that help reinforce your understanding of the course material.
Live webinars or virtual study groups: Scheduled components that provide additional support and a sense of community.
All of our courses are designed to be accessible and mobile-friendly, so you can learn on any device and from anywhere with an internet connection.
Video lessons: High-quality video recordings that provide an engaging and visual learning experience.
Audio lessons: Audio recordings that allow you to learn on the go or while multitasking.
Text-based lessons: Written explanations and instructions that provide a comprehensive understanding of the course material.
Interactive exercises: Quizzes, puzzles, and other interactive activities that help reinforce your understanding of the course material.
Live webinars or virtual study groups: Scheduled components that provide additional support and a sense of community.
All of our courses are designed to be accessible and mobile-friendly, so you can learn on any device and from anywhere with an internet connection.
Yes, you can receive a certificate of completion for each course you complete on our e-learning platform. To receive a certificate, you will need to complete all of the requirements of the course, including any quizzes, assignments, or interactive activities.
Yes, our e-learning platform is fully compatible with mobile devices, including smartphones and tablets. This means that you can access your courses and learning materials from anywhere, at any time, using the device of your choice.
Our platform is designed to be user-friendly and accessible on any device, with a responsive design that automatically adjusts to the size of your screen. Whether you prefer to learn on your desktop computer, laptop, tablet, or smartphone, you will have a seamless and enjoyable learning experience on our platform.
Our platform is designed to be user-friendly and accessible on any device, with a responsive design that automatically adjusts to the size of your screen. Whether you prefer to learn on your desktop computer, laptop, tablet, or smartphone, you will have a seamless and enjoyable learning experience on our platform.
At Ilaria Digital School, we are committed to providing high-quality courses and a positive learning experience for our students. If for any reason you are not satisfied with a course you have purchased, we offer a 30-day money-back guarantee.
To initiate a return, please contact our support team. Our team will provide you with instructions on how to proceed with your return.
Please note that to be eligible for a return, you must have completed only 1 or less chapter or lesson. Additionally, any certificates of completion or other course materials that have been issued cannot be returned.
We stand behind our courses and our commitment to providing high-quality learning experiences for our students. If you have any questions or concerns about our return policy, please don't hesitate to reach out to our support team for assistance.
To initiate a return, please contact our support team. Our team will provide you with instructions on how to proceed with your return.
Please note that to be eligible for a return, you must have completed only 1 or less chapter or lesson. Additionally, any certificates of completion or other course materials that have been issued cannot be returned.
We stand behind our courses and our commitment to providing high-quality learning experiences for our students. If you have any questions or concerns about our return policy, please don't hesitate to reach out to our support team for assistance.
Creating an account on Ilaria Digital School is quick and easy. Follow these steps to create your account:
Visit our website: Go to www.ilaria-academy.com.
Click on the "Sign Up" button: You will find the "Sign Up" button in the top right corner of the page.
Enter your information: Fill out the form with your name, email address, and a password.
Verify your email address: You will receive an email with a verification link. Click on the link to verify your email address and complete the sign-up process.
Log in to your account: Once you have verified your email address, you can log in to your account by entering your email address and password.
That's it! You are now ready to start exploring our courses and learning materials. If you have any questions or need assistance creating your account, please don't hesitate to reach out to our customer support team for assistance.
Visit our website: Go to www.ilaria-academy.com.
Click on the "Sign Up" button: You will find the "Sign Up" button in the top right corner of the page.
Enter your information: Fill out the form with your name, email address, and a password.
Verify your email address: You will receive an email with a verification link. Click on the link to verify your email address and complete the sign-up process.
Log in to your account: Once you have verified your email address, you can log in to your account by entering your email address and password.
That's it! You are now ready to start exploring our courses and learning materials. If you have any questions or need assistance creating your account, please don't hesitate to reach out to our customer support team for assistance.
We do not currently offer gift wrapping or physical gift cards for our online courses. However, we do offer digital gift cards that can be redeemed for any of our courses.
To purchase a digital gift card, simply comtact us.
Our digital gift cards are a great way to give the gift of learning and help someone you care about achieve their goals and reach their full potential. If you have any questions or need assistance purchasing a digital gift card, please don't hesitate to reach out to our customer support team for assistance.
To purchase a digital gift card, simply comtact us.
Our digital gift cards are a great way to give the gift of learning and help someone you care about achieve their goals and reach their full potential. If you have any questions or need assistance purchasing a digital gift card, please don't hesitate to reach out to our customer support team for assistance.
Our business hours are 9h-17h. During these hours, our customer support team is available to assist you with any questions or concerns you may have about our courses or platform.
If you need assistance outside of our business hours, you can send us an email and we will respond to your message as soon as possible.
We are committed to providing excellent support to our students and helping you get the most out of your learning experience. If you have any questions or need assistance, please don't hesitate to reach out to our customer support team during our business hours or via email at any time.
If you need assistance outside of our business hours, you can send us an email and we will respond to your message as soon as possible.
We are committed to providing excellent support to our students and helping you get the most out of your learning experience. If you have any questions or need assistance, please don't hesitate to reach out to our customer support team during our business hours or via email at any time.
Choosing the right course can be a challenge, but we are here to help! When deciding if a course is right for you, consider the following:
Course description: Read the course description carefully to understand the objectives, content, and format of the course. This will help you determine if the course is a good fit for your goals and learning style.
Course reviews: Read reviews from other students who have taken the course to get a sense of their experience and the value they got from the course.
Course content: Preview the course content, such as the lectures and assignments, to see if it is engaging and relevant to your needs.
Instructor background: Check the instructor's background and qualifications to see if they have the experience and expertise to teach the course effectively.
Goals and interests: Consider your personal goals and interests to see if the course aligns with what you want to learn and achieve.
If you have any questions or need assistance determining if a course is right for you, please don't hesitate to reach out to our customer support team for assistance. We are here to help you find the right course to help you achieve your learning goals.
Course description: Read the course description carefully to understand the objectives, content, and format of the course. This will help you determine if the course is a good fit for your goals and learning style.
Course reviews: Read reviews from other students who have taken the course to get a sense of their experience and the value they got from the course.
Course content: Preview the course content, such as the lectures and assignments, to see if it is engaging and relevant to your needs.
Instructor background: Check the instructor's background and qualifications to see if they have the experience and expertise to teach the course effectively.
Goals and interests: Consider your personal goals and interests to see if the course aligns with what you want to learn and achieve.
If you have any questions or need assistance determining if a course is right for you, please don't hesitate to reach out to our customer support team for assistance. We are here to help you find the right course to help you achieve your learning goals.
La certification qualité a été délivrée au titre de la catégorie: Action de formation.
"I never realized the impact my words and actions had on customers until I took this courseThanks to the customer service training, I now have the skills to provide exceptional service and ensure that every customer feels valued."
"I was hesitant to enroll in the customer service course at first, but I'm so glad I didI learned so much about effective communication and conflict resolution, which has helped me to handle difficult situations with confidence."
"The customer service course not only improved my professional skills, but it also had a positive impact on my personal lifeI now have better communication skills and a greater ability to empathize with others."
"I used to dread interacting with difficult customers, but after taking this course, I feel much more equipped to handle themThe training provided practical tips and techniques that I can use in any customer service situation."
"The customer service course was well-structured and engagingThe instructors were knowledgeable and made the training fun and interactive."
"I would recommend the customer service course to anyone who works in a customer-facing roleThe training provides a solid foundation for effective communication, problem-solving, and customer satisfaction."
"The customer service course exceeded my expectationsThe instructors provided a wealth of real-world examples and scenarios that made the training relatable and practical."
"The customer service course provided me with valuable insights and tools that I can use to build long-lasting relationships with my customersI now feel more confident in my ability to provide exceptional service."
"The customer service course was transformativeI learned how to actively listen, show empathy, and provide solutions that meet my customers' needsThe training has made me a more effective and empathetic customer service representative."
"The customer service course provided a comprehensive understanding of customer service best practicesI now have the knowledge and skills to exceed customer expectations and build a loyal customer base."