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Covered in this course

Course contents

This training course is broken down into 4 sections

  1. 1 What is good customer service?
  2. 2 Communicating with your customer
  3. 3 Handling Customer Complaints
  4. 4 Room for improvement
An employee using a headset - Customer Service Training
Section 1 - What is good customer service?
SECTION 1

This section looks at exactly what good customer service is. When you work in a job that requires interaction with customers, giving the best customer service you can comes with many benefits, for you personally, as well as your company as a whole. You have the power to turn their negative experience into a positive one.

Section 2 - Communicating with your customer
SECTION 2

This section will look at how good communication is key to establishing and maintaining a good relationship with your customers. It helps build rapport and establish trust, helps you clear up or avoid misunderstandings, and, most importantly, it allows you to understand exactly what your customer wants and what you can do to help them. 

Section 3 - Handling Customer Complaints
SECTION 3

In this section, we'll see how to handle a customer's complaint in a professional, understanding and empathetic way, and what you should do when emotions start to get out of hand. With these few tips and a little luck, you'll hopefully find that you can help most of the people, most of the time.

Section 4 - Room for improvement
SECTION 4

In this final section, we'll look at some of the ways you and your employers might try to continually build on past success and learn from mistakes. Employers will use various forms of customer feedback to find weak spots in the customer's experience. But it's also important that you reflect on your own performance and search for ways in which you can improve.

About this course

Did you know that on average, a happy customer will tell up to 9 people about their experience with an organisation, whereas unhappy customers have been found to tell up to 16 people about a bad experience? 

Customer Service Training is, therefore, essential for anyone working in a customer-centric role, who frequently deals with customers. In order for many businesses to thrive, they need to ensure that the customer has the best possible experience with them. 

Working in a customer service role can mean individuals are faced with challenging problems that have to be dealt with on the spot. This training course aims to supply participants with the skills required to deal with challenging customers, provide exceptional customer service and retain customers. It also helps develop skills to appropriately deal with a range of possible situations and handle enquiries effectively while adding value to the customer's experience. 

By completing our Customer Service Training course, participants will be able to improve their service skills, regardless of whether their interaction is over the phone, via the computer or face-to-face, these skills will supply you with everything you need to provide the best experience for your customer. 

Providing excellent customer service will result in more positive reviews, returning customers and bigger, more frequent sales. 

Chris Miller, a presenter of Customer Service Training

Presented by

Chris Miller

The importance of Customer Service Training

It’s important that you comply with the law and understand the positive impact this training course can have on your organisation and employees.

Find out more

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*Content which is not English may be machine translated and is for assistive purposes only. We cannot guarantee the accuracy of translations.

Our most popular languages

  • Italian
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Customer Service Training certificate

Download and print

Each of our courses ends with a multiple choice test to measure your knowledge of the material.

This Customer Service Training course concludes with a 20 question multiple choice test with a printable certificate. In addition, brief in-course questions guide the user through the sections of the training and are designed to reinforce learning and ensure maximum user engagement throughout.

As well as printable user certificates, training progress and results are all stored centrally in your LMS (Learning Management System) and can be accessed any time to reprint certificates, check and set pass marks and act as proof of a commitment to ongoing legal compliance.

What does my certificate include?

Your Customer Service Training Certificate includes your name, company name (if applicable), name of course taken, pass percentage, date of completion, expiry date and stamps of approval or accreditations by recognised authorities.

Please note if you are using our course content via SCORM in a third party LMS then we are unable to provide certificates and you will need to generate these in your host LMS yourself.

Customer Service Certificate

842 real user reviews

4.8 out of 5
Good
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This user gave this course a rating of 5/5 stars

A good overview of key issues
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This user gave this course a rating of 5/5 stars

ok
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Could Have Done With Bullet Point Pages As well as The Gentleman Talking.

Common sense
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I really enjoyed this training as it used humour to get the message across. It also suggested self evaluation, which, if I'm honest, I don't do, but now I will.

Good on basics but limited
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The presenter is excellent and the content is impressive in the limited time. However you are still just watching and listening to a man on a screen. It seems incongruous to train skills in what is a, at the minimum, two-way interactive process. The theory of customer service is just that, theroritical, in my opinion, unless involving practical demonstartion and interaction this serves a limited purpose.

Excellent and really easy to follow.
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A really good course and very informative.

Short and too the point.
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Agrees with my past experiences. Also adds new ideas about the changing nature of Business communications. Too be honest; I've met an awful lot of Retailers who would benefit from this course. A really terrible state of affairs. Thanks.

Great training course
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A good training course and highlighting that everyone you come in contact with is your customer, makes you think about it very differently. Well done!

Why is this training important?

Business benefits

In the simplest terms possible, poor customer service is a threat to your organisation; no matter how big or small, new or old, consumers want a great customer experience and if you can’t offer that to them, you’ll suffer the consequences.

It’s estimated that UK businesses are losing £37 billion every year due to poor customer service as 73% of consumers have admitted that they’d happily spend more money for a product if it meant their experience was more positive. But it’s not just customers who’re affected. Staff who give poor service or who deal with a battery of complaints become demoralised and demotivated, lowering productivity and increasing the chances that they’ll give poor service. By raising awareness and offering hints and tips, this Customer Service training course will help you avoid the endless downward spiral of negativity, increasing your customer satisfaction and staff morale.

Your customer doesn't care how much you know until they know how much you care.

Damon Richards

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Frequently asked questions

The key to improving customer service is having set procedures and training in place for all members of staff and managers. Setting a precedent for customer service procedures and training means that all staff members are trained to the same high standard and have the skill set to handle customer service issues should they arise.
There are many benefits of providing good customer service to your customers, the main three are increased customer loyalty, potential improved business revenue and a happier, more confident workforce.
The primary role of customer service in an organisation is to handle customer service issues or customer complaints as and when they arise. Most companies have a dedicated customer service team on-hand to handle customer complaints and resolve the situation as quickly as possible. An unhappy customer is not good for business.
A company won't last very long if it provides terrible customer service. We've all experienced bad customer service at one point or another. When customers have a horrible experience with a business, they tend not to go back. One annoyed customer can cause a lot of damage to a business's reputation by leaving negative feedback online. If you have a bad reputation, there will be a lack of trust associated with your brand, and nobody will want to do business with you.
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