Customer Service

Customer Service Excellence

Tech Mahindra SMART Academy
New course
OnlineBeginnerFree

Online6 weeks · 8 hrs/week

No fee

The listing, in plain words

Plain-language summary written by rules from the listing text; check the original wording

  • What you'll learn

    You would finish able to: De-escalate an angry customer without conceding policy (2 more listed)

    From the listing

    “De-escalate an angry customer without conceding policy”

  • Fee

    Free: no fee to take this course

    From the listing

    “Free”

  • Where & when

    Online · runs 6 weeks · 8 hrs/week · start any time, self-paced

    From the listing

    “6 weeks · 8 hrs/week”

  • Who it's for

    Beginner level · no prerequisites listed

    Read from the listing's details, not a sentence in it.

  • Also

    Certificate: NSQF Level 3 — Customer Care Executive · placement help offered

    From the listing

    “NSQF Level 3 — Customer Care Executive”

At a glance

Fee
Free
Starts
Start any time — self-paced
Seats
No seat limit
Duration
6 weeks · 8 hrs/week
Time per week
~8 hours
Mode
Online
Where
Anywhere with internet
Language
Course text follows your language setting; videos as recorded
Before you start
Nothing — this starts from zero
You will need
A phone or computer with internet
Certificate
Issued by Tech Mahindra SMART AcademyNSQF Level 3 — Customer Care ExecutiveCarries a serial anyone can check on the verify page, no account needed.
Assessment
A final assessment. The certificate is issued on passing it — not on reaching the last lesson.
Placement support
Yes — the institute helps with openings after you finish
Payment & refunds
No payment is taken on स्वYAM. A paid course is settled with the institute directly, and its refund terms apply — ask before you pay.

Overview

Voice and chat support done well — de-escalation, accurate logging and the judgement to know when to escalate. Includes call quality scoring against real rubrics.

What you'll learn

  • De-escalate an angry customer without conceding policy
  • Log interactions so the next agent needs no context
  • Meet resolution-time and quality targets consistently

Curriculum

Hands-on projects

A scored mock call set

A written escalation case note

Campus & labs

Customer Service Excellence gallery image 1

Your trainer

Ritu Malhotra

Quality lead who has trained support floors for telecom and banking processes.

Questions people ask

How do I enrol?

Press Enrol. A free course opens straight away. A paid one is settled with the institute — press Enrol, then arrange the fee with them directly.

Is the certificate real?

Every certificate carries a serial. Anyone can type it into the verify page and see the course, the assessment passed and the date — no account needed. It is issued by Tech Mahindra SMART Academy.

Can I do it in my language?

The interface and the course text follow the language you choose in Settings — 23 languages. Videos play as they were recorded.

What if I cannot pay?

Half the catalogue is free. Points earned by finishing lessons, passing assessments and teaching on SkillSwap turn into discounts, up to a paid course for nothing.

Do I need to be online?

For the lessons, yes. Every video has a text version for slow data.

Free

Start any time — self-paced

You will be asked to sign in first — this course comes with you.