Customer Service Fundamentals
The skill 21 of 100 researched employers asked for by name, how to handle customers so they stay, including the angry ones. The direct route into Pakistan's BPO and support industry.
- 6 lessons
- about 16 minutes (estimate)
- Free
- Free BvLogic Certificate of Completion
- Video in اردو
- Exercises in اردو
- 15 quiz questions
- 6 exercises
- 1 graded lab
Earn your free BvLogic Certificate of Completion.
A digital credential issued by BvLogic Academy to recognize successful completion of this introductory learning activity.
Not a government qualification or regulatory certification.
That was a one-minute preview. The full course video is for signed-in learners. Sign in to watch it here, or create a free BvLogic ID; it takes a minute, and this course is added to it.
What you'll be able to do
- Understand what customer service work actually is in Pakistan, who hires for it, and why it is a career and not a dead end.
- Hear what the customer is really asking for, confirm it back, and stop solving the wrong problem.
- De-escalate a furious customer using the sequence that works, and know the line where de-escalation correctly stops.
- Handle written support, now the majority of the work, with the speed, tone and precision the channel demands.
- Use tickets, notes and handovers so that no customer ever has to tell their story twice.
- Walk into a BPO, bank or support-desk interview knowing what will be tested, what the numbers on the job mean, and what the first month is really like.
Skills covered
- Client Communication
- Customer Service
Course content
- 1 The job behind the job titles Understand what customer service work actually is in Pakistan, who hires for it, and why it is a career and not a dead end.
- 2 Listening is the actual skill Hear what the customer is really asking for, confirm it back, and stop solving the wrong problem. Sign in to open
- 3 The angry customer De-escalate a furious customer using the sequence that works, and know the line where de-escalation correctly stops. Sign in to open
- 4 Writing to customers: chat, WhatsApp and email support Handle written support, now the majority of the work, with the speed, tone and precision the channel demands. Sign in to open
- 5 Process, records and the customer you hand over Use tickets, notes and handovers so that no customer ever has to tell their story twice. Sign in to open
- 6 Getting hired: the interview, the metrics, and your first shift Walk into a BPO, bank or support-desk interview knowing what will be tested, what the numbers on the job mean, and what the first month is really like. Sign in to open
Course lab
Graded lab · optional practice The angry customer, handled in writing, in Roman Urdu, and out loud Open the lab →Spoken English
Spoken English
This free course is the introduction to the full Spoken English programme. The programme is taught by a trainer, marked by the academy, and carries the syllabus in full: the part an employer asks about.
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