About this course
Great service is a skill that can be taught. This course covers customer expectations, communication, handling complaints and building loyalty.
It uses realistic scenarios across face-to-face, telephone and digital channels.
What learners cover
- What customers expect and how service affects reputation
- Communication skills across face-to-face, phone and digital channels
- Questioning and listening to identify customer needs
- Handling complaints and difficult conversations
- Service recovery and turning problems into loyalty
- Working with colleagues to deliver consistent service
Course content
The course is delivered in short, bite-size sections that learners can stop and restart at any point.
- Section 1
Principles of customer service
Internal and external customers, expectations and the business impact of service.
- Section 2
Communication
Verbal, non-verbal and written communication, tone and accessibility.
- Section 3
Understanding needs
Questioning, listening, checking understanding and managing expectations.
- Section 4
Complaints and recovery
Defusing difficult situations, resolving complaints and learning from feedback.
Who it is for
Customer-facing staff, contact centre teams, retail and hospitality staff, and their supervisors.
Entry requirements: None. Suitable for all customer-facing staff.
How it is delivered
Fully online and self-paced
Learners work through the course at their own pace and can pause and resume where they left off.
Any device
Works on desktop, laptop, tablet and mobile, with audio, video and written transcripts throughout.
Interactive throughout
Scenarios, exercises and images keep learners engaged rather than clicking through slides.
Knowledge checks
Short checks at the end of each section so learners can see what has landed before moving on.
Average completion time is around 2 hours, though learners can take as long as they need and return as often as they like.
How it is assessed
Knowledge checks run throughout the course so learners can test understanding as they go. The course finishes with a multiple-choice assessment taken online at the end. Learners who do not pass first time can retake the assessment.
Certification
Learners receive a Highfield Online Training digital certificate as soon as they pass the end-of-course assessment. Certificates are downloadable straight away and can be saved to a CPD log or staff training record.
How it works for teams
- 1. Choose how many licences you need and pay by card, or request an invoice.
- 2. Add your learners' names and email addresses.
- 3. We set them up on the course platform and they receive their login by email.
- 4. Track who has been set up from your account.