The program is intended for graduates of University Education or Technological Educational Institutes, as well as for graduates of Secondary Education.
Communication and Customer Service Training
Welcome to the Communication and Customer Service Training course at the E-Learning Program of University of Athens, a gateway to mastering essential skills in today’s competitive business landscape. Designed for professionals eager to enhance their interaction and service capabilities, our comprehensive online program offers flexible learning tailored to fit your busy schedule. Led by industry experts, you will gain practical techniques in effective communication, customer engagement, conflict resolution, and sales strategies that can be immediately applied to elevate your performance in any customer-facing role. Join our vibrant community of learners and take the first step towards transforming your professional interactions and achieving excellence in customer service.
Enroll now and invest in your future success!
The program is designed and developed to provide trainees with both general and specialized knowledge in customer communication and service. Participants are provided with fundamental insights into the intangible nature of service, the environment in which it is delivered, the location where it is offered, its pricing, and its promotion. Additionally, instructions are given to the trainees regarding their behavior and communication—verbal, non-verbal, written, and telephone—along with the importance of politeness, appearance, dignity, and approachability that should characterize them.
At the same time, the program explores the principles that define and highlight the quality of service, and examines elements that determine service, such as tone, pace, consistency, equality, the emotional state of the customer, and the positive atmosphere that should be fostered. Finally, through practical examples, trainees will become familiar with the rules governing Customer Service, as well as the digital aspects of service delivery.
The program is delivered through asynchronous distance learning and is structured into three (3) teaching modules. Full educational support is provided for each module throughout the duration of the program by an assigned instructor.
The total study time is equivalent to sixty (60) hours, with the breakdown as follows:
- The module "The Concept of Customer Service" covers the history and evolution of service. It also addresses customer service marketing and the relationship between the market and service. The total study time for this module is twenty (20) hours.
- The module "Customer Service in Practice" provides a step-by-step analysis of customer service, including details on service quality and handling complaints. The total study time for this module is twenty (20) hours.
- The module "Customer Communication and the Future of Customer Care" focuses on the digital presence of service and customer communication at both personal and promotional levels. It concludes with modern perspectives on service marketing and the future of service. The total study time for this module is twenty (20) hours.
Assessment is conducted through the educational platform, using both open-ended and multiple-choice questions
Online and distance training learning at National and Kapodistrian University of Athens offers a new way of combining innovative learning and training techniques with interaction with your tutor and fellow trainees from around the world.
The e-learning course is implemented via a user-friendly educational platform adjusted to the Distance Learning Principles. Courses are structured as weekly online meetings; interaction with the course tutor and other trainees takes place in a digital learning environment. The courses are designed to fit around your schedule; you access the course whenever it is convenient for you, however within the given deadlines.
The whole world becomes your classroom as e-learning can be done on laptops, tablets and phones as a very mobile method. Learning can be done on the train, on a plane or even during your trip to Greece!
The educational platform is a portal that offers access to electronic educational material based on modern distance learning technologies. The computer based nature of training means new technology is being introduced all the time to help trainees engage and learn in a tailored way that will meet their needs. E-learners have access to the educational platform with their personal code number in order to browse all relevant training material and interact with their instructors.
Moreover, an online communication system through own personal e-mail account is available in order to make the process easier and more interactive. Trainees can contact directly their tutors or the administration office of the course and share any concerns or anxieties related to the course in order to make the most of their experience.
Every week e-learners are provided with the relevant material, delivered either in the form of video-lectures, text notes and relevant presentations or as a combination of them. The educational material of the course is uploaded gradually, per educational unit. During the course, important info for the smooth conduct of the educational process, such as timetables for the submission of the exercises are announced on the Announcement section of the platform.
For successful completion of the course the e-learner should have fulfill her/his academic obligations, meaning should have submitted all corresponding assessment exercises and have achieved at least an average of 50% grade in the corresponding tests for each module. The score scale ranges from 0 to 100%. Finally, if the total score on one or more lessons of the course does not exceed 50%, trainees can ask for reassessment.
During the course trainees will be attending a training experience designed by academics and lecturers from the National University of Athens as well as from other Universities, Research Institutes and Cultural organizations around Greece.
Interactivity, flexibility and our long tradition guarantee that learning with us offers a successful and rewarding experience. Finally, access to a large variety of material and online resources available in each unit aims to excite your curiosity and guide you in exploring further your favourite topic. Part of the online material can be downloaded providing the chance to quickly refresh your memory after the completion of the course.