Course description
This course lays out the basics of good customer service by breaking down how to anticipate people’s expectations to serve your customer base better. We help you to become a customer service specialist by teaching you key social and professional skills that can set you apart from others. We begin by establishing the importance of focusing on the customer and their needs.
The course then analyzes the shifting rules of modern telephone etiquette. We examine each stage of working with customers over the phone and explain how to handle complaints professionally to ensure that everyone involved is satisfied. People tend to remember bad examples of customer service, so it is essential to make sure they walk away feeling respected.
Finally, we explore various ways to deal with stress effectively. As a customer service professional, you may encounter work-related stress and, learning to handle it professionally and gracefully is key to your success and wellbeing. We outline proven methods to cope with the stress brought on by interacting with the public. Enrol in this online training course to improve your customer service skills and further your career.
Upcoming start dates
Training content
Understanding Customer Service
Description: In this module, Understanding Customer Service, students will learn the basics of customer service, identifying customer expectations, and providing excellent customer service.
- Topic A: Understanding Customer Service
- Topic B: Identifying Customer Expectations
- Topic C: Providing Excellent Customer Service
- Assessment: Review Quiz
Focusing on the Customer
Description: In this module, Focusing on the Customer, students will learn about putting the focus on the customer and their needs.
- Topic A: Focusing on the Customer
- Assessment: Review Quiz
Customer Service and the Telephone
Description: In this module, Customer Service and the Telephone, students will learn about how the telephone relates to customer service and how to handle phone calls.
- Topic A: Customer Service and the Telephone
- Assessment: Review Quiz
Handling Complaints
Description: In this module, Handling Complaints, students will learn how to handle customer complaints in a professional manner.
- Topic A: Handling Complaints
- Assessment: Review Quiz
Enduring Stress
Description: In this module, Enduring Stress, students will learn about how to endure the stresses of working in customer service.
- Topic A: Enduring Stress
- Assessment: Review Quiz
Course assessment
- Assessment: Customer Service Skills - Course Assessment
Certification / Credits
By the end of this course, you will be able to:
- Define ‘customer service’
- Discuss how to focus on the customer and their needs
- Explain how to employ expected workplace etiquette
- Outline the rules of appropriate telephone etiquette
- List how to deal with customer complaints effectively
- Describe how to deal with the stress caused by difficult customers
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Alison is the world’s largest free online empowerment platform for education and skills training, offering thousands of CPD-accredited courses and a range of impactful career development tools. It is a for-profit social enterprise dedicated to making it possible for anyone,...