Customer Service Skills - Level 1

This Level 1 Customer Service Skills course is designed to equip learners with the fundamental skills needed to deliver excellent customer service. Through five structured modules, participants will develop communication skills, problem-solving techniques, and strategies for handling customer interactions effectively. This course is ideal for individuals new to customer service roles or those looking to refine their foundational skills.

 

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Module 1: Introduction to Customer Service

Learning Objectives:

• Understand the importance of customer service.

• Recognise the impact of good and bad customer service.

• Identify key principles of excellent customer service.

Topics Covered:

• Definition and role of customer service in business.

• Customer expectations and how to meet them.

• The benefits of delivering great customer service.

• Case studies of excellent vs. poor customer service.

 

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Module 2: Effective Communication Skills

Learning Objectives:

• Develop active listening skills.

• Understand verbal and non-verbal communication techniques.

• Learn how to communicate clearly and professionally.

Topics Covered:

• The importance of active listening.

• Using positive language and tone.

• Non-verbal cues and body language.

• Email and phone etiquette.

 

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Module 3: Handling Difficult Customers & Situations

Learning Objectives:

• Learn strategies to de-escalate conflicts.

• Understand how to manage complaints effectively.

• Develop techniques for staying calm under pressure.

Topics Covered:

• Recognising different customer personalities.

• Conflict resolution techniques.

• Dealing with aggressive or upset customers.

• Turning negative experiences into positive outcomes.

 

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Module 4: Problem-Solving & Decision-Making

Learning Objectives:

• Identify common customer issues and how to resolve them.

• Develop critical thinking skills for problem-solving.

• Learn how to make customer-centric decisions.

Topics Covered:

• Steps to effective problem-solving in customer service.

• Assessing situations and making informed decisions.

• Empowering employees to resolve issues independently.

• Providing solutions that align with company policies.

 

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Module 5: Building Customer Relationships & Retention

Learning Objectives:

• Understand the value of long-term customer relationships.

• Learn strategies for customer loyalty and retention.

• Develop personalisation techniques for customer engagement.

Topics Covered:

• The importance of follow-up and customer appreciation.

• Personalising customer interactions.

• Strategies to build trust and rapport.

• Encouraging repeat business and referrals.

This course contains an Elearning course, with 5 modules, which you can complete in your own time.