Customer Service | E-Learning

Customer Service | E-Learning

Great customer service is not a personality trait. It is a set of learnable skills.

Customer service is the act of meeting customer needs through professional, helpful and high-quality interaction, before, during and after the point of sale or service. Done well, it creates loyalty, reduces complaints, generates referrals and distinguishes one organisation from another in markets where products and prices are similar. Done poorly, it costs businesses more in lost customers and recovery effort than any other single factor.

The challenge is consistency. Individual staff members may naturally be warm, helpful and attentive. But consistent customer service across a team requires a shared understanding of what “good” looks like, why it matters, and how to achieve it even in difficult interactions.

This CPD-approved online course provides that shared foundation. It covers the goals of great customer service, how to communicate effectively in person and remotely, how to identify and respond to customer needs, and how to handle the situations where customer expectations are not immediately met.

What You Will Learn

• What customer service means and why it matters, both commercially and reputationally
• The goals of great customer service: what excellent organisations are trying to achieve in every customer interaction
• Communication skills for customer service: verbal clarity, active listening and asking the right questions
• Non-verbal communication: the impact of body language, tone, eye contact and physical presentation on how customers feel
• Discovering and understanding customer needs: how to find out what a customer actually wants, including when they are not sure themselves
• Handling complaints and difficult interactions: a practical framework for turning a negative experience into a positive one
• Telephone and written customer service: how the principles apply differently when face-to-face communication is not possible
• Consistency: how to deliver great customer service reliably, not just on good days

Course Details

Certificate:

• PDF format certificates are issued as standard, as soon as you complete the course.

Course duration:

• The course includes around 75 minutes of video lead learning.

Test:

• This Customer Service course is tested online & you’ll need to gain a minimum of 70% in each of the modules to pass.
• You will undertake a multiple choice exam at the end of the course with short tests throughout to help cement your learning.

Pre-requisites:

• We recommend that you have a reasonable understanding of English & maths (e.g. GCSE grade D/Level 1) before undertaking this course.

Candidates:

• Purchase a place for yourself, or purchase a bundle for your colleagues.

Geographical coverage:

• The course is available to candidates in the UK.
• The course can be delivered in other countries however candidates should be aware that the content was developed in accordance with current UK practice, protocols & guidance.

Venue:

• The course can be run on any electronic device, but we recommend that a laptop/desktop is used to ensure that you can see the screen clearly.

Joining instructions:

• Shortly after you purchase your place on the course, we will email you your login details for the course.
• Visit this page to read the course joining instructions including everything you need to know about our e-learning courses.