Introduction

The Beginner Course in Client Service introduces learners to the fast-paced world of working with clients in creative and communication agencies. The course blends real-world examples, role plays, AI tools, and collaboration platforms to make learning practical, fun, and meaningful. Whether learners aim to work in advertising, PR, branding, or digital media, this course lays the foundation for becoming a confident and capable client service professional in Ethiopia or anywhere else.

Trainee Qualification Requirements and Prerequisites

• Basic Digital Skills: Able to navigate computers and internet tools confidently.
• Good English Communication: Reading, writing, and speaking in English is essential.
• Interest in People and Brands: Curiosity about how businesses grow, connect, and communicate with their audience.
• Team Spirit: Willingness to collaborate, present, and work with peers.
• Educational Level: Completion of 10th grade or equivalent.

Overall Learning Outcomes

By the end of this beginner-level course, learners will:

• Understand how agencies are structured and how client service professionals support clients.
• Gain hands-on experience using tools like ChatGPT, Notion AI, and project management platforms.
• Learn to create strong briefs, conduct research, and manage project timelines.
• Improve professional communication and digital presentation skills.
• Develop cultural awareness and ethical judgment in client service roles.

Training Delivery

Delivery Methods:

• Interactive lectures with real-life case discussions
• AI-enhanced activities using platforms like ChatGPT and Google Trends
• Group simulations and role plays
• Guest speaker sessions from agency professionals
• Peer feedback and self-reflection

The total duration for the beginner course is approximately 6 weeks (Approx. 24 contact hours), providing a solid foundation in client service. 

Tools Used:

• ChatGPT, Notion AI, Google Trends
• Canva, Loom, Trello, Monday.com, FlowManager
• Sample Brief Templates, CRM Platforms

Training Subject Areas

This course offers a comprehensive overview of client service in creative and communication agencies. The training is structured to provide a practical understanding of agency operations, client relations, project management, and professional communication skills, integrating modern AI tools and real-world scenarios.

• Inside the Modern Agency: This Module delves into the inner workings of creative agencies, explaining how different departments like Creative, Media, and Strategy collaborate and how the client service role fits within this structure. It also introduces AI tools and CRM platforms that are currently transforming client management.
• Understanding the Client's World: This section focuses on stepping into the client's perspective. It uses local and African case studies to explore the business goals and challenges of key industries, teaching trainees how to use AI for market research and how to pitch insights effectively to clients.
• Writing & Translating Creative Briefs: This module teaches the critical skill of creating clear and actionable briefs. Trainees will learn to deconstruct existing briefs, write their own, and use AI tools like ChatGPT and Notion AI to refine their content through collaborative peer reviews.
• Project Management & Agency Workflow: This Module provides a hands-on guide to managing projects from start to finish. It covers team roles, digital tools like Trello and Monday.com, and simulated campaign calendars to ensure trainees can keep projects on track and manage deadlines effectively.
• Professional Communication & Digital Presentation: This subject area focuses on developing the professional communication skills necessary for client service. It covers everything from email and phone etiquette to creating engaging digital presentations using tools like Loom and Canva, and practicing mock client pitches.
• Campaign Lifecycle, Ethics & Culture: This final Module walks through the entire lifecycle of a campaign, from planning to launch. It also addresses the crucial topics of professional ethics and cultural sensitivity, utilizing simulations to help trainees navigate complex real-life dilemmas.

Assessment and Evaluation

Assessments will include a combination of methods, where trainees submit exercises for evaluation to receive feedback or qualification.

• Reading and implementation exercises.
• Quizzes: formal and informal pop-up quizzes to gauge knowledge acquisition.
• Case studies: real-world marketing scenarios with proposed solutions and strategies presented by students.
• Assignments: individual take-home or in-class practical assignments to solidify understanding and develop campaign strategies.
• Group projects: challenging students to develop digital marketing campaigns for a specific brand or product, enabling application and collaboration.
• Periodic digital assessments: through the Zeleman Academy assessment module to measure trainee comprehension and qualify them for certification.
• Follow-ups and feedback will be the main aspects to help trainees improve their understanding.

Certification Requirements:

A minimum of 90% attendance is required for certification. Graduation requires passing all modules with a minimum 70% average.

Reference Resources

• Industry publications: Include articles from reputable sources like creative agency secrets newsletter.
• Online courses (with certification):
• "Developing Quality Customer service skills" by Alison
• "Account Management skills" by Account Management skills 
• Additionally, PDF resources such as:
• The Art of Client Service_ The classic guide
• The AI revolution in customer service and support
• Other essential resources will be provided by the trainer.