Customer Service

Great customer service is built on understanding what people need and treating them with care and respect. This course covers first impressions, communicating across different channels, accessibility and customers in vulnerable circumstances, managing expectations and handling difficult moments calmly. It also looks at the teamwork behind good service and how to use feedback to keep improving.

Modules: 5
Duration: About 40 minutes
Pass mark: 80%
Assessment: 10 questions from a bank of 16

Learning outcomes

✓Describe what great customer service looks like and identify customer needs and expectations.
✓Build rapport and communicate clearly in person, by phone, by email and by live chat.
✓Make reasonable adjustments and support customers in vulnerable circumstances in line with the Equality Act 2010.
✓Manage expectations honestly and go the extra mile within your organisation's policies.
✓Stay calm in difficult situations and know when to involve a colleague or manager.
✓Work as a team to deliver consistent service and use customer feedback to improve.

Course contents

Module 1: What great service looks like

Video (5 scenes) · 2 lessons · 3 practice questions
Module 2: Communicating across channels

Video (5 scenes) · 2 lessons · 2 practice questions
Module 3: Accessible and inclusive service

Video (4 scenes) · 2 lessons · 3 practice questions
Module 4: Expectations, extra mile and difficult moments

Video (4 scenes) · 2 lessons · 2 practice questions
Module 5: Teamwork and feedback

Video (4 scenes) · 2 lessons · 2 practice questions
Final assessment & certificate

Available in a bundle or the full library

Choose this course for a bundle from £4.00 per user a year, or get every course with the Full Learning Library.

See prices Preview module 1

✓SCORM 1.2 and SCORM 2004 zip packages
✓Narrated video with mute, captions and transcript
✓Interactive scenarios and knowledge checks
✓Scored final assessment reported to your LMS
✓Printable certificate of completion