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Who Should Take This Customer Service Course?

This Customer Service Skills course is suitable for anyone working in a customer service role, at all levels of employment, who wishes to improve their service skills. This includes all employees who deal directly with customers face-to-face, over the telephone or by e-mail. Examples of professions who may find this course useful include, but are not limited to:

• Receptionists and front-of-house staff
• Call centre workers
• Online support staff
• Front-line sales and customer service staff
• Trade and self-employed workers (builders, plumbers, cleaners etc)

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Other Sectors Available

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Certification

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Screenshots (click to view)

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Course Structure

The content of the Customer Service course includes:

• Introduction – the importance of customer service, the cost of poor customer service, internal and external customers, customer expectations, going above and beyond.
• Body Language and Listening – your appearance, open and closed body language, creating rapport, eye contact, the importance of active listening, body language and listening over the phone.
• Communication – self-awareness and confidence, politeness, acknowledging needs, positive phrases, avoiding jargon, beginning and ending interactions, communication over the phone.
• Dealing With Complaints – asking questions, admitting to mistakes, being empathetic, complaints over the phone, e-mail complaints, handling abuse, personal safety, what to do next.
• Evaluating Customer Service – social media, mystery shoppers, feedback and surveys, staff training.

Download Course Overview (PDF)

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Aims of the Customer Service Training

By the end of this course, learners will:

• Understand the importance and benefits of having excellent customer service skills.
• Understand how body language and listening play an essential role in providing good customer service.
• Be able to adapt their communication to the customer and their needs.
• Know how to remain professional when providing customer service both in person and over the phone.
• Understand how to deal with complaints effectively and safely.
• Understand the importance and relevance of social media.
• Know how to evaluate customer service through feedback and staff training.

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Assessment

The online assessment is taken on completion of the training material. You will be asked 15 multiple choice questions with a pass mark of 80%. The answers are marked automatically so you will instantly know whether you have passed. If you don't pass don't worry! You can take the test as many times as you need with no extra charge.