Our customer service training can set your team on the right track by giving the impression you want. Our online customer service training will enable you to equip your team with the tools they need to ensure incredible customer satisfaction. Set your business apart by providing excellence in customer service.

In this course you will learn practical ways of managing your customers including how to handle challenging customers. You will be equipped with skills to help empower and motivate your team to giving your customer their best experience.

This course is ideal for entrepreneurs, business managers, business owners, professionals in the retail, hospitality and public sector.

At the end of this course, you will receive a GPE Business School Certificate of Completion which you can download and print.

Course Curriculum

Module 1: Attitude
Attitude 00:00:00
Module 2: Customer Service Excellence
Great Customer Service Tips 00:00:00
Customer Service Excellence 00:00:00
Adding Value 00:00:00
Module 3: Communication
Communication Skills 00:00:00
Four ‘P’s of the Voice 00:00:00
Building Rapport 00:00:00
Voice Intonation 00:00:00
Positive Affirmation 00:00:00
Module 4: Listening Skills
Listening Skills 00:00:00
Module 5: Questioning Skills
Questioning Skills 00:00:00
Permission to Ask Questions 00:00:00
Module 6: Showing Empathy
Showing Empathy 00:00:00
Emotional Intelligence 00:00:00
Module 7: Being Assertive
Being Assertive 00:00:00
Module 8: Positive First Impression
Positive First Impressions 00:00:00
Thinking on Your Feet 00:00:00
Module 9: Managing Customer Needs
Managing Customer Needs 00:00:00
Module 10: Managing Customers
Difficult Customer Types 00:00:00
Abusive Customers 00:00:00
Calming Upset Customers (Sorry, Glad, Sure) 00:00:00
How to Say No Nicely 00:00:00
Handling conflict 00:00:00
Handling Difficult Customers 00:00:00
Dealing with a Silent Colleague or Customer 00:00:00
Difficult Customer Techniques Advanced 00:00:00
Difficult Customers ADVANCED 00:00:00
Module 11: Keeping Your Customers Informed
Keeping your Customers Informed 00:00:00
Acknowledge Customer Contact 00:00:00
Giving & Receiving Feedback 00:00:00
Module 12: Fix the Customer First
Fix the Customer First 00:00:00
Module 13: Advanced Customer Service
Advanced Customer Service 00:00:00
Module 14: Introduction to Contact Centres
An Introduction to Contact Centres 00:00:00

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