Customer Service Excellence

This CPD certified eLearning course on Customer Service gives you the skills to exceed expectations and deliver a memorable experience customers want to talk about.

You will develop practical methods to personalise interactions, manage expectations clearly, and resolve issues with confidence. The course shows you how to take ownership, recover situations when things go wrong, and communicate in a way that reassures, informs, and leaves customers feeling valued.

Key topics include service mindset and the customer journey, listening and questioning, positive tone and language, setting and managing expectations, handling complaints and recovery, dealing with difficult situations, ownership and follow up, and recognising opportunities to add value.

By the end, you will be able to reduce escalations, increase satisfaction, and turn service moments into loyalty, helping your organisation stand out for the right reasons and win repeat business.

• Improve your questioning and listening skills
• Handle difficult customers and scenarios
• Take accurate messages
• Handle a complaint in the right way

• Improve your questioning and listening skills
• Handle difficult customers and scenarios
• Take accurate messages
• Handle a complaint in the right way

• Understanding Your Role As A Customer Service Professional
• What Does Great Customer Service Look & Sound Like?
• What Do Our Customers Expect From Us?
• Best Practice Customer Service Face-To-Face
• Best Practice Customer Service Over The Telephone
• Taking Messages Over The Phone

• Handling Customer Enquiries
• How To Handle A Complaint
• Dealing With Difficult Customers Face To Face
• Dealing With Difficult Customers Over The Telephone
• How To Develop Your Questioning & Listening Skills