Customer Service Excellence
A very easy, beginner-to-job-ready customer service course for Indian learners. Learners practise professional communication, active listening and empathy, then handle email, chat, phone, WhatsApp and social support. They manage tickets and SLAs, work in Zoho Desk, Freshdesk, Zendesk and Intercom, handle complaints and escalations, and measure CSAT, NPS and first contact resolution. The course adds AI-assisted replies, chatbots, knowledge bases, Hindi and Hinglish support, data privacy and ethics. Practice uses free editions, trials and fictional data.
- Duration: 12 weeks
- Modules: 13
- Fee: Rs 7,999
- Field: HR & Operations
Roles this track prepares you for
- Customer Support Executive
- Customer Service Executive
- Customer Care Executive
- Customer Support Associate
- Chat Support Executive
- Email Support Executive
- Voice Process Executive
- Non-Voice Process Executive
- Helpdesk Executive
- Customer Support Specialist
Curriculum
- Customer Service Fundamentals & Support Careers - Explains what customer service is and why it matters to a business, how support works in Indian e-commerce, SaaS, IT services, BPOs, startups and SMEs, what a Customer Support Executive owns compared with a Team Lead and a Support Manager, and how a support shift runs from queue to handover.
- What Customer Service Is and Why It Matters
- Support in Indian E-commerce, SaaS, IT Services, BPOs, Startups and SMEs
- Support Executive vs Support Manager: Who Owns What
- A Day in a Support Team: Shifts, Queues and Handovers
- Professional Communication, Active Listening & Empathy - Builds the speaking and writing habits of good support staff: polite, plain language, active listening, questions that find the real problem, empathy that sounds genuine, why customers get upset, and positive wording for saying no and setting honest expectations.
- Professional Tone, Plain Language and Courtesy
- Active Listening and Asking the Right Questions
- Empathy Statements That Sound Real
- Customer Psychology: Why Customers Get Upset
- Positive Language, Saying No and Setting Expectations
- Email & Live Chat Support - Teaches written support: the parts of a clear support email, replies for common cases such as delays, how-to questions and billing issues, live chat etiquette and speed, handling two chats at once, and short chat messages with macros and a personal touch. Practice uses fictional customer messages.
- Anatomy of a Good Support Email
- Email Replies for Delays, How-To Questions and Billing Issues
- Live Chat Etiquette, Speed and Handling Two Chats at Once
- Writing for Chat: Short Messages, Macros and a Personal Touch
- Phone Support & Voice Etiquette - Covers calls from greeting to closing: hold and transfer etiquette, voice, pace and clarity, switching between English and Hindi, verifying who is calling, troubleshooting step by step, writing call notes, and call scripts, recording notices and quality rules.
- Phone Etiquette: Greeting, Hold, Transfer and Closing
- Voice, Pace and Clarity on Calls
- Call Flow: Verifying Identity, Troubleshooting and Writing Call Notes
- Call Scripts, Recording Notices and Call Quality Rules
- Omnichannel Support, WhatsApp & Social Media - Compares support channels and shows how omnichannel support keeps one customer history across email, chat, phone, WhatsApp and social media. Covers the WhatsApp Business app for small teams, the WhatsApp Business Platform with templates, opt-in and handoff to a person, and handling public complaints on social media.
- Support Channels Compared: Email, Chat, Phone, WhatsApp and Social
- Omnichannel Support: One Customer, One Conversation History
- WhatsApp Business App for Support: Labels, Quick Replies and Away Messages
- WhatsApp Business Platform: Templates, Opt-In and Handoff to a Person
- Social Media Support and Public Complaints
- Ticket Management, Priority & SLA Management - Teaches how tickets are managed: the lifecycle from new to closed, categories, tags and priority, response time and resolution time, SLA policies with business hours and pause rules, queues and assignment, backlog control, internal notes and clean handovers between agents and teams.
- The Ticket Lifecycle: New, Open, Pending, Solved, Closed
- Categorising, Tagging and Prioritising Tickets
- Response Time, Resolution Time and SLA Policies
- Queues, Assignment and Backlog Control
- Internal Notes, Collaboration and Clean Handovers
- Helpdesk Tools Lab: Zendesk, Freshdesk, Zoho Desk & Intercom - Hands-on practice in four helpdesk tools using free editions and trials: Zoho Desk, Freshdesk, Zendesk and Intercom. Learners set up a practice desk, handle fictional tickets, use views, canned replies, macros and SLA settings, see how an AI agent hands a chat to a person, and link tickets to CRM records. Features are tagged free, paid, trial or plan dependent.
- Setting Up a Practice Helpdesk: Free Editions and Trial Clocks
- Zoho Desk: Email Ticketing, Views and Replies
- Freshdesk: Ticket Views, Canned Responses and SLA Settings
- Zendesk: Agent Workspace, Views, Macros and Triggers
- Intercom: Inbox, Conversations and Handoff from an AI Agent
- CRM Integrations: Seeing Customer History Inside a Ticket
- Complaint Handling, Difficult Customers & Escalation - Teaches a calm, repeatable way to handle complaints: listen, own the problem, fix it and follow up. Covers angry, confused and demanding customers, clear escalation rules and handoffs, service recovery and goodwill within policy, and consumer rights basics such as grievance officers and the 1915 National Consumer Helpline.
- The Complaint Handling Process: Listen, Own, Fix, Follow Up
- Angry, Confused and Demanding Customers
- When and How to Escalate: Rules, Paths and Clean Handoffs
- Service Recovery and Goodwill Within Policy
- Consumer Rights Basics: Grievance Officers and the 1915 Helpline
- Support Metrics, CSAT, NPS, FCR & Quality Assurance - Shows how support teams measure themselves: first response time, resolution time and backlog, CSAT, NPS and customer effort score with formulas and survey timing, first contact resolution and reopen rate, quality assurance scorecards and ticket audits, and reading a dashboard to spot patterns. Learners calculate every metric from fictional data.
- Core Support Metrics: First Response, Resolution Time and Backlog
- CSAT, NPS and Customer Effort Score: Formulas and Survey Timing
- First Contact Resolution and Reopen Rate
- Service Quality Assurance: Scorecards, Ticket Audits and Calibration
- Reading a Support Dashboard and Spotting Patterns
- Customer Feedback & Retention Fundamentals - Covers collecting feedback from tickets, surveys and calls, closing the loop by turning feedback into fixes, why customers stay or leave, and how support staff spot and save at-risk customers. Stays at the level of a support executive; it does not cover loyalty programmes, segmentation models or retention campaigns.
- Collecting Customer Feedback from Tickets, Surveys and Calls
- Closing the Loop: Turning Feedback into Fixes
- Why Customers Stay or Leave: Retention Basics for Support Staff
- Spotting and Saving At-Risk Customers
- AI-Powered Support, Knowledge Bases & Ticket Automation - Teaches how AI and automation help a support team without replacing judgement: knowledge base articles customers can follow, AI-assisted reply drafting with human review, chatbots and AI agents with clear handoff rules, summaries and suggested replies, and ticket automation with triggers, macros and routing. Features are tagged free, paid, preview or plan dependent.
- Knowledge Bases: Writing Articles Customers Can Follow
- AI Reply Drafting: Check Before You Send
- Chatbots and AI Agents: When a Person Takes Over
- Ticket Automation: If-Then Triggers and Routing
- AI Summaries and Suggested Replies: Check Against the Thread
- Multilingual Support, Data Privacy & Communication Ethics - Covers supporting customers in English, Hindi and Hinglish, using translation tools with care, and keeping the right cultural tone. Explains customer data privacy in everyday support work, consent and the dates in India's Digital Personal Data Protection Rules, and communication ethics including honesty, telling people when they are talking to a bot, and responsible use of AI.
- Supporting Customers in English, Hindi and Hinglish
- Translation Tools, Regional Languages and Cultural Tone
- Customer Data Privacy: Consent, Safe Handling and DPDP Basics
- Communication Ethics and Responsible AI Use in Support
- Capstone, Support Portfolio & Job Readiness - Brings the whole course together in a practice support desk for a small company, followed by a support playbook, a portfolio and interview preparation. Also maps the path from Support Executive to Team Lead and Support Manager, so learners see what the next role asks for and what to practise now.
- Capstone: Run a Practice Support Desk for a Small Company
- Support Playbook: Macros, SLA Rules and Quality Checklist
- Support Portfolio, Resume and Interview Preparation
- Growing from Support Executive to Team Lead and Manager
Frequently asked questions
How long is the Customer Service Excellence course?
It runs for 12 weeks, with 13 modules. It is self-paced online learning from EasySkill Career Academy, Surat.
How much does the Customer Service Excellence course cost?
The fee is Rs 7,999.
What will I build in Customer Service Excellence?
Every module ends in a graded practical task that AI checks in about 30 seconds, so you finish with a portfolio you can show to employers or clients.
Which roles does Customer Service Excellence prepare me for?
It prepares you to apply for roles such as Customer Support Executive, Customer Service Executive, Customer Care Executive, Customer Support Associate, Chat Support Executive. It does not guarantee a job or income.
Can I learn online, or do I have to visit a centre?
You can learn fully online. EasySkill also has centres in Adajan, Vesu and Bhestan, Surat, if you prefer to visit.
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