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Updated: 29 Mar 2025
Health and Social Care
People Skills
Updated: 29 Mar 2025
Updated: 29 Mar 2025
20 People Recommended
Duration Minimum 30 mins
100% Online Course
365 Days Access
Instant Access and Certification
Full Voiceover
Exceptional customer service is the foundation of organisational success, fostering customer loyalty, satisfaction, and a strong brand reputation. The Customer Service Awareness course equips professionals with the skills and knowledge to deliver outstanding service across all platforms, including in-person, over the phone, and online.
This course explores the key principles of customer service, such as effective communication, active listening, problem-solving, and conflict resolution. Participants will learn to identify and anticipate customer needs, handle complaints with confidence, and exceed expectations to create positive and lasting interactions. The training also addresses strategies for managing difficult situations with professionalism, empathy, and patience, while promoting a customer-centric mindset.
Aligned with industry best practices, this course is suitable for professionals at all levels who wish to enhance their customer service capabilities. By focusing on personal attitude, proactive problem-solving, and customer retention strategies, participants will gain the confidence to leave a lasting positive impression in every customer interaction.
£25
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Learning Outcomes.
By the end of this course,participants will be able:
To understand the principles of customer service and their importance in building long-term relationships.
To demonstrate effective communication and active listening skills across multiple service platforms.
To apply problem-solving and conflict resolution techniques to address customer complaints professionally.
To identify and anticipate customer needs, consistently exceeding expectations to create positive experiences.
To foster a customer-focused mindset that emphasises empathy, patience, and professionalism.
To evaluate and implement best practices for managing challenging situations while maintaining service excellence.
Course
Contents.
01
Understanding Customer Service
Defining its role in supporting the company’s mission and objectives.
03
Identifying Customer Needs
Active listening and anticipating expectations to deliver tailored solutions.
05
In-Person Customer Service
Best practices for face-to-face engagement and relationship-building.
08
Dealing with Difficult Customers
De-escalation strategies and turning negative experiences into positive outcomes.
06
Telephone Customer Service
Managing phone interactions with clarity, professionalism, and tact.
09
When to Escalate
Recognising complex issues and escalating appropriately while maintaining customer trust.
02
Establishing a Positive Attitude
Cultivating professionalism and maintaining composure under pressure.
04
Building Customer Loyalty
Techniques to generate repeat business and enhance satisfaction.
07
Digital Customer Service
Maintaining professionalism in email, live chat, and CRM platforms.
10
WOW Moments
Ten actionable strategies to consistently exceed customer expectations.
The Customer Service Awareness course empowers participants with the tools and techniques to deliver exceptional service across various platforms. By focusing on effective communication, proactive problem-solving, and professionalism, the course enhances customer satisfaction and builds loyalty. Suitable for professionals at all levels, this training cultivates a customer-focused culture, enabling learners to handle challenges effectively and create positive, lasting impressions.
Summary