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Customer Service Excellence
Customer Service Excellence, online in about 30 to 45 minutes on any device. The course covers what customers want, first impressions, communication, complaints and recovery, and fair, accessible service.
Who it is for
Who this course is for
Anyone who deals with customers, clients, service users or the public, face to face, by phone, email or chat, in any sector. No previous training is assumed.
- Customer service and support staff
- Reception and front-of-house teams
- Sales and account handlers
- Team leaders and supervisors
- Anyone who deals with customers
Course content
What the course covers
Five short lessons covering what customers want, first impressions, listening and communicating, complaints and recovery, and fair and accessible service, then a 12-question assessment.
What customers want
Customer expectations, why service matters, internal customers and moments of truth.
First impressions
In person, on the phone, in writing and online, and body language and tone.
Listening and communicating
Active listening, questioning, empathy, plain language and managing expectations.
Complaints and recovery
Why complaints are useful, handling complaints, angry customers, service recovery and escalation.
Fair and accessible service
Equality and reasonable adjustments, vulnerable customers, consumer rights and data protection.
Outcomes
What you will be able to do
- Explain what customers expect and why service matters
- Make positive first impressions in person, on the phone and online
- Use listening and questioning skills to understand customer needs
- Handle complaints and difficult conversations so customers feel heard
- Serve every customer fairly, accessibly and in line with the rules
Your legal duty
The law behind this training
This course is awareness training on delivering excellent customer service. It touches on consumer rights, accessibility and data protection, but it is not legal advice. Your organisation's service standards, complaints procedure and policies always apply. The law it mentions is for Great Britain; Northern Ireland has its own equality law.
One thing to be clear about: excellent service is not about saying yes to everything. It is about listening, being honest, keeping promises and making things easy for the customer.
- Compensation Act 2006, s2
- Apologies (Scotland) Act 2016
- Equality Act 2010
- Consumer Rights Act 2015
- Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013
Practicalities
How the course works
For employers
Buying for a team
Buying for more than a couple of people is easier on an account: one invoice, licences you allocate as staff join, and a report of who has done what and when it expires.
- One invoice instead of one card payment per person
- Allocate licences as people join
- Completion and expiry reporting for your records
- Bespoke versions written around your own procedures
Customer Service Excellence: common questions
About 30 to 45 minutes, with no time limit: start it, pause it, and come back whenever suits. The certificate is issued as soon as you pass the end assessment.
Yes. Each lesson ends with short knowledge checks, then there is a 12-question assessment with a pass mark of 70% (9 of 12). You can retake it as often as you need.
The certificate is valid for 2 years, and we recommend a refresher every 2 years.
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