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Skill Development
Customer Service Excellence Short Course
The Customer Service Excellence Short Course at LCL Campus is tailored for individuals and teams aspiring to deliver exceptional customer experiences. This course equips participants with the skills, knowledge, and techniques to enhance customer satisfaction and build lasting relationships. It is ideal for professionals in customer-facing roles across various industries.
Module 1: Fundamentals of Customer Service
- Understanding Customer Needs
- The Role of Communication in Customer Service
- Developing a Customer-Centric Mindset
Module 2: Enhancing Customer Interactions
- Active Listening and Empathy
- Problem-Solving Techniques
- Handling Difficult Customers Effectively
Module 3: Customer Service Tools and Technology
- CRM Systems Overview
- Utilizing Feedback and Analytics
- Improving Processes through Technology
Module 4: Building Long-Term Relationships
- Exceeding Customer Expectations
- Strategies for Retention and Loyalty
- Personalizing Customer Experiences
Module 5: Practical Applications and Case Studies
- Role-playing Scenarios
- Industry-specific Case Studies
- Customer Service Improvement Projects
Participants must meet one of the following criteria:
- Completion of secondary education (GCE O/L or equivalent).
- Relevant work experience in a customer-facing role.
Enrollment as part of a professional development program.
- Learning Approaches: Interactive lectures, group discussions, case studies, and role-playing exercises.
- Attendance Requirement: A minimum of 80% attendance is required to qualify for the final assessment.
Program Details
- Medium of Instruction: English | Sinhala
- Duration: 2 months (80 hours)
- Mode of Study: Onsite | Online
- Total Credits: 6
Schedule
- Weekday Batch: Evening sessions
- Weekend Batch: Full-day sessions
Fees and Payment Plans
- Registration Fee: LKR 2,000
- Course Fee: LKR 20,000
- Payment Options:
- Standard Plan: Pay in 2 equal installments.
- Flexible Plan: On request, pay in 4 smaller installments.
Assessments and Evaluation
- Assessment Methods: Role-plays, assignments, group projects, and quizzes.
- Final Evaluation: Conducted onsite.
- Evaluation Procedure:
- Practical Demonstrations: 50%
- Continuous Assessments: 50%
Grading Scale
| Range of Marks | Letter Grade | Grade Points |
|---|---|---|
| 85-100 | A | 4.0 |
| 75-84 | B | 3.0 |
| 65-74 | C | 2.0 |
| 50-64 | D | 1.0 |
| 0-49 | E | 0.0 |
FAQs – Customer Service Excellence Short Course
What is the Customer Service Excellence Short Course?
This course is designed to enhance customer service skills and strategies for professionals in customer-facing roles.
What are the entry requirements?
Applicants must have completed secondary education or have relevant customer service experience.
How do I register?
Register online or visit our admissions office. Submit your CV, educational certificates, and proof of payment.
What is the course structure?
The program includes 5 modules delivered over 2 months, focusing on communication, problem-solving, and customer retention strategies.
What are the payment options?
The total fee is LKR 20,000. Flexible installment plans are available.
What support services are provided?
Participants will have access to mentorship, role-play sessions, and customer service resources.
Can I pursue further studies after this course?
Yes, students can enroll in advanced diplomas or certifications in customer relationship management or business development.
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Copyright 2025 LCL Campus. All rights reserved
