Customer service training course

A Customer service training course is important to ensure customer satisfaction. Without professional training, employees may struggle to help their customers and provide the experience they expect and deserve.

Business reputations depend on good customer service – training equips employees with the knowledge they need to be excellent brand ambassadors.  

This Access customer service training course provides a foundational understanding of good customer service and the benefits of delivering it to a high standard.

From there, trainees go on to learn about providing an exceptional customer experience through modules including communication, managing expectations, winning new business, handling complaints, brand and reputation, helping vulnerable customers and more.

These are the key learning objectives when taking this customer service training course:

• Define customer service and identify the benefits of excellent customer service
• Recognise the value of customer service for the organisation
• Identify ways of measuring customer satisfaction
• Appreciate the expectations of customers
• Recognise and develop skills to deliver exceptional customer service
• Handle complaints with care
• Recognise and adapt to customer behaviour styles
• Manage customer satisfaction levels

To make Access Learning courses as engaging and convenient as possible, our eLearning is delivered in bite-sized, manageable sections. 

Whether the user want to do their learning on a laptop, tablet or mobile they'll have full access to learning modules, videos, podcasts, case studies and more.

Our learning management system promotes a culture of learning and allows training to be tracked and assigned effortlessly. 

This is what’s included in our online customer service training course:

• An introduction to customer service - understanding the concept of good customer service and the benefits of delivering it
• Good and bad customer service - recognising good and bad customer service and understanding the needs of the customer
• Delivering exceptional service to customers - developing personal skills to deliver exceptional customer service
• Handling complaints – introducing different types of complaints and methods to resolve them efficiently
• Email etiquette - understanding the different functions associated with emailing, including useful tips for writing business emails
• Telephone manner - using the telephone in the workplace, including answering and making calls professionally
• Maintaining existing customers - providing great customer service, exceeding customer expectations, plus the importance of a customer care strategy
• Approaching new customers - knowing your product, building a rapport and understanding the customer’s needs
• Know your customer – getting to know potential customers, and how to inform them about the organisation’s products and services
• Brand and reputation - understanding the way brands are perceived and the benefits of generating a positive public perception
• Balancing act - improving communication style and striking the right balance between technical knowledge and interpersonal skills
• A positive perspective - establishing the value of a positive perspective at work
• Communicating with respect - emphasising the importance of communicating with customers in a respectful and productive manner, with tools to change communication for the better at work
• Managing expectations - exploring the effect of unrealistic customer expectations and how best to manage these to improve customer experiences
• Caring for vulnerable customers - identifying vulnerable customers then making appropriate allowances for their specific needs, ensuring everyone is treated with care and respect