Customer Service & CRM Excellence Professional Bootcamp
Build practical skills in service standards & communication, complaints & difficult conversations, crm & follow-up discipline.
Programme overview
Build practical skills in service standards & communication, complaints & difficult conversations, crm & follow-up discipline.
What you’ll study
01Service Standards & Communication
Customer expectations, tone, active listening, questioning, empathy, professionalism and service recovery.
Practical work: Complete scored role-play conversations.
02Complaints & Difficult Conversations
De-escalation, boundaries, complaint workflow, escalation, refunds/policy communication and documentation.
Practical work: Handle three simulated complaint scenarios.
03CRM & Follow-Up Discipline
Customer records, lifecycle stages, notes, tasks, pipelines, SLAs, privacy and data-quality basics.
Practical work: Use a demo CRM to manage a small lead/customer pipeline.
04Service KPIs & Capstone
CSAT/NPS concepts, response time, first-contact resolution, quality monitoring, SOPs and coaching.
Practical work: Build a service SOP and deliver a final customer-care simulation.
Tools & learning resources
- HubSpot/Zoho or similar CRM demo
- Google Workspace
- Spreadsheets
- Email/chat simulation
Practical projects & portfolio
- Customer response library
- CRM pipeline exercise
- Complaint-handling role plays
- Service SOP
Who can apply?
Basic communication skills; no prior CRM experience required.