Customer Service – Online Self-Paced

Customer Service and Customer Care – Self-Paced Online Course

Deliver Excellent Customer Service and Build Lasting Customer Relationships

Great customer service can make the difference between a satisfied customer and a lost business opportunity. It plays a vital role in an organisation’s professional image, reputation and long-term success.

Whether you deal with customers face-to-face, over the telephone or through other communication channels, knowing how to understand their needs, communicate effectively and handle difficult situations can help you deliver a better customer experience.

This practical, self-paced online course introduces you to the essential principles of customer service and customer care. You will explore how to recognise customer needs and expectations, develop effective interpersonal communication skills, deal confidently with complaints and respond professionally to irate customers.

Designed to develop your understanding of good customer care, the course focuses on practical skills and techniques that can be applied in everyday customer-facing situations.

What Will You Learn?

By completing this course, you will develop an understanding of how to:

·       Recognise the importance of customer service in creating a positive professional image.

·       Understand customer needs, expectations and the importance of customer satisfaction.

·       Communicate more effectively with customers using verbal and non-verbal communication.

·       Identify and overcome common barriers to effective communication.

·       Apply the basic principles of professional telephone customer service.

·       Use positive and assertive behaviour when interacting with customers.

·       Respond constructively to complaints and deal more effectively with irate customers.

·       Apply good customer care practices to everyday workplace situations.

Course Content

The course covers the following key topics:

·       The Basics of Customer Service and Customer Care

·       Understanding Customer Needs and Expectations

·       Verbal Communication Skills

·       Non-Verbal Communication

·       Barriers to Effective Communication

·       The Basics of Telephone Customer Service

·       Positive and Assertive Behaviour

·       Dealing with Complaints and Irate Customers

·       Practical Customer Care

Who Is This Course For?

This course is suitable for people who work with customers or would like to develop their customer service skills. It may be particularly useful for:

·       Customer service and customer care staff.

·       Receptionists and front-of-house personnel.

·       Retail, sales and service employees.

·       Administrative and office support staff.

·       Anyone who wants to improve their communication skills and confidence when dealing with customers.

Study Online at Your Own Pace

Please note: This is a self-paced online course and is not tutor-delivered.

You will receive online access to the course materials, allowing you to study in your own time and at your own pace, without the need to attend scheduled classes.

It is a convenient way to develop your understanding of customer service and build skills that can support you in your current role or future career.

Book Your Course Online

Ready to strengthen your customer service skills?

Securely book your Customer Service and Customer Care course online through TrainingSHELF.

Customer Service – Online Course – Self Paced

E&OE