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Customer Service Skills

£20 + VAT

Our Customer Service Skills will help you gain a greater understanding on how to anticipate reactions and expectations from customers and acknowledge that some customers can be tricky and in these situations you will learn the best techniques in order to stay professional and calm.

What does this mean?

Course description

This course includes the option to play audio at no extra cost!

All about this Customer Service Skills course

Our Customer Service Skills course is suitable for anyone working in any type of customer service environment.

Throughout this Customer Service Skills course, you will learn that the customer experience is seen as one of the most important things for any business, small or large.

You will also gain a greater knowledge around providing quality customer service and how you can adapt to changes and alter your approach to suit everyone.

Being able to anticipate the reactions or expectations of customers is essential in doing your job and you need to be able to work with customers and listen to their queries in order to provide a good level of service.

In this course you will acknowledge some customers can be very tricky to deal with and in these situations you will learn how to remain calm and professional by learning the HEAT technique.

At the end of this course you will learn the importance of customer feedback and the ability it is has for you to reflect on the information that is given and learn from it.

In order to complete the course, you must achieve 80% or more in the final multiple choice quiz.

You will earn 3 CPD points on completion of the course, this course will take around 3 hours to complete and the certificate will last for two years.

  • Fully CPD registered
  • Completed online with instant downloadable certificate
  • Suitable for people working in customer service roles
  • Fully printed certificate posted next day
  • Complete the online multiple choice assessment as many times as you need to pass

Units covered

  • Unit 1 – Principles of customer service – In the first unit of our Customer Service Skills course you will learn that the customer experience in a business is around interaction, this is from the initial point of contract, right through to the final point of product/service use. You will acknowledge the customer experience is not an easy thing to manage and takes a lot of work, as it is about making the entire experience the customer has to the highest of standards.
  • Unit 2 – Presentation and meeting the needs of customers – In this unit you will be introduced to why having a strong image is vital for anyone working in customer service. Wearing the right clothes and dressing formally is usually the best thing and you will learn the importance of this even if your not meeting customers face to face.
  • Unit 3 – Customer journey and solving issues – This unit will introduce you to what a customer journey map is and that it is a way of looking closely at when a customer is contacted and in what way. You will learn that customer journey maps can be very valuable to an organistation and show a visual representation of when customers are contacted and what information is given.
  • Unit 4 – Complaint handling – In this unit you will learn some customers can be very tricky to deal with and in these situations you will learn dissatisfied customers can express their emotions in a range of different ways. Therefore learning the HEAT technique in this unit can be used to calm any customer down who maybe unhappy.
  • Unit 5 – Feedback and improvement – In the final unit of our Customer Service Skills course you will look at the customer service interactions and what will help to improve relations with clients, by doing so you will learn this will increase conversion rates, being able to train staff to a higher level and improve the service provided.
How it works

Choose your course and enrol

Get started by selecting your course from our selection of industry qualifications. Each course is crafted by experts in their field and created to the highest standards. Select which courses you need and purchase multiples if you are buying qualifications for more than one person.

Quickly enrol using our one page checkout. Here you can enter all of your details and create your account with your very own password. After your purchase you will be sent an invoice automatically for your records.

Work through your course

Each course is broken down into manageable sections. Work through these at your own pace and learn about each of the topics in the course. We use images, written information, diagrams and other resources to help you get to grips with the content with no hassle.

Our courses are all designed to allow progress without any assistance but our support staff can be contacted if you do need us.

Complete the final quiz

Every course is assessed through a multiple choice quiz. These quizzes use a bank of questions that have multiple options and you need to choose the correct one. You need to answer a specific number of questions correctly to pass the course and get your certificate.

If you don’t pass first time it is no problem. You can attempt the quiz as many times as you need until you pass so there is nothing to worry about.

Get your certificate

As soon as you finish the course, you can download your certificate. This will also be accessible in your account any time you log in. Your certificate includes the course you have studied, your name, the date of completion and a verification number that can be used by future employers to verify that you passed your course.

A digitally printed and hard backed version of your certificate is sent out to you via first class post the day after you pass.


Recognised CPD certification

Fully recognised CPD certification

Download and print

Print off a copy immediately once you finish

Next day dispatch

We send out your certificates the day after you pass

cpd certificate

Unique ID included

Unique ID number that can be verified by employers

Printed on 125gsm in full colour

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Completion dates included

Never forget when to renew your certification


How long does the course take to complete?

This course takes a few hours to complete and you can do this without any restrictions. This means you can buy the course and start at any time. You can also begin your learning, stop and come back to the course to pick up where you left off.

Is this Customer Service Skills course accredited?

Yes the course is fully accredited through the CPD Certification Service. They review all of our content to check for quality, depth and that the material is fully up-to-date. Each year our membership with the service is renewed and all courses are thoroughly checked prior to being accredited.

Will I get a certificate when I finish?

Yes, as soon as you finish this course you can immediately download a PDF version of your personalised certificate. We also then send a fully printed copy to you by first class post.

How long does the certificate last?

The certificate after finishing this course lasts for 2 years until expiry which is when we recommend completing the training again. Some industries may require an update to CPD more frequently than this and others may not but, as a standard rule, we recommend completing the Customer Service Skills course every 2 years to ensure it is fresh in your mind and you understanding the latest regulations.

What are the benefits of completing this Customer Service Skills course online?

By completing this course online you can study in your own time and at your own pace. Having the ability to complete the units at a time to suit you engages your learning much more and enables you to interact and soak up the information easier.

Customer Service Skills Course
Customer Service Skills
£20 + VAT