🧩 COURSE SYLLABUS (CLASS-WISE / MODULE-WISE)

🔹 Module 1: Introduction to Customer Service (2 Classes)

• What is Customer Service
• Importance of Service Excellence
• Customer Expectations & Satisfaction
• Role of Customer Service in Career Growth

🔹 Module 2: Customer Communication Skills (3 Classes)

• Verbal & Non-verbal Communication
• Polite Language & Professional Tone
• Listening Skills & Understanding Customer Needs
• Building Rapport with Customers

🔹 Module 3: Customer Handling Techniques (3 Classes)

• Face-to-Face Customer Interaction
• Telephone & Online Customer Handling
• Handling Queries & Requests
• Managing Multiple Customers

🔹 Module 4: Complaint Handling & Difficult Situations (2 Classes)

• Understanding Customer Complaints
• De-escalation Techniques
• Handling Angry or Dissatisfied Customers
• Problem-Solving Approach

🔹 Module 5: Service Excellence & Professional Behaviour (1 Class)

• Service Standards & Quality
• Customer-centric Attitude
• Ethics & Responsibility in Service
• Creating Positive Customer Experience

🔹 Module 6: Role Plays, Case Studies & Assessment (1 Class)

• Real-life Customer Handling Scenarios
• Role Plays & Group Activities
• Final Practical Assessment & Feedback

📝 ASSESSMENT & CERTIFICATION

• Participation, Role Plays & Activities: 40%
• Final Practical Assessment & Viva: 60%

🎓 Successful learners will be awarded:

Certificate in Customer Handling & Service Excellence

issued by LTPL Skill Foundation

💼 LEARNING OUTCOMES

After completion, learners will be able to:

• Communicate effectively with customers
• Handle customer queries and complaints professionally
• Manage difficult customer situations confidently
• Deliver high-quality customer service
• Build long-term customer relationships