Customer Service Skills
Course facts
- Payment: Free to learn, certificate paid
- Credits: CPD Credits
- Learning style: Self-paced, start anytime
- Format: Video Based
- Video access: Offline Download (App)
- Refund: Conditional Refund
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Learn to meet customer expectations, handle phone calls and complaints with good etiquette, and manage the stress of customer-facing work.
Good customer service starts with understanding what people expect and meeting those expectations with the right manner, on the phone as well as in person. This course covers the basics of serving customers well, from focusing on their needs and following workplace etiquette to handling complaints and coping with the stress the work can bring.
What You Will Achieve
- Work out what a customer expects and respond to their needs
- Handle a phone call from greeting to follow-up with good etiquette
- Turn a complaint into a resolution that leaves the customer respected
- Manage the stress that comes with difficult customers
Program Overview
Customer Service Foundations
What good service means and how to put the customer first.
- Understanding customer service
- Identifying customer expectations
- Providing excellent service
- Focusing on the customer
Phone Calls and Complaints
Serving customers over the telephone and resolving problems professionally.
- Customer service and the telephone
- Telephone etiquette
- Handling complaints
Coping with Stress
Staying calm and healthy in a public-facing role.
- Enduring the stress of customer service work
Certificate Awarded (Paid)
Pass the course review quiz to earn it. The course is free to study; the certificate is optional and has a fee.
Job Outlook
These skills are used in every role that deals directly with customers, from call centers and front desks to shops and service counters.
- Customer Service Representative
- Retail Salesperson
Good for: People new to customer-facing work, or anyone who wants a clear, structured approach to calls, complaints, and difficult customers.
Keep in mind: It is a short introduction built on general principles; it does not cover specific industries, service software, or measuring customer satisfaction.
Bottom line: A practical, easy-to-follow grounding in the everyday basics of customer service.
Frequently Asked Questions
Does the course cover handling customer complaints?
Yes. A full module is about handling complaints in a professional manner, so that the customer feels respected and the problem is resolved.
Does it include telephone customer service?
Yes. One module covers customer service over the telephone, including how to handle calls and follow appropriate telephone etiquette at each stage.
Does the course help with the stress of dealing with difficult customers?
Yes. The final module covers the stress that comes with public-facing work and practical ways to cope with it professionally.
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