Fundamentals of Customer Service

Master the essentials of customer service, from engagement to complaint handling, in this focused and professional online course.

Overview
A customer may forget what you said, but never how you made them feel — and that’s precisely where excellent customer service steps in. This course takes a deliberate look at what makes service truly count, covering everything from initial contact to successful complaint resolution. Whether you’re dealing with digital queries or face-to-face interactions, your approach matters. This is your roadmap to handling customers not just adequately, but memorably.

Delivered with structured precision and a touch of professional wit, this course peels back the layers of customer needs, response strategies, and communication across platforms and cultures. It’s not about throwing jargon around; it’s about making customers feel like they’ve come to the right place — even when things go wrong. If you’re aiming for clarity, confidence and consistency in every customer interaction, you’re exactly where you need to be.

Learning Outcomes:

• Understand the fundamental principles of customer service communication.
• Identify customer needs and respond with thoughtful problem-solving approaches.
• Apply strategies for maintaining positive customer relationships long-term.
• Handle customer complaints with composure and professional resolution skills.
• Explore service delivery across digital, phone and global touchpoints.
• Enhance consistency in customer interactions across multiple communication channels.

Course Curriculum:

• Module 1: Introduction to Customer Service
• Module 2: Customer Needs Assessment and Problem Solving
• Module 3: Effective Customer Engagement and Relationship Management
• Module 4: Handling Complaints and Service Recovery
• Module 5: Multi-Channel and Global Customer Service

Who is this Course For:

• Customer support agents seeking structured improvement in service delivery
• Call centre employees aiming for better communication and issue resolution
• Business owners managing customer-facing departments and interactions
• Hospitality workers handling client concerns and service feedback
• Administrative staff dealing with client enquiries and escalations
• Retail workers interested in sharpening their customer-facing approach
• Freelancers wanting to maintain professional client relationships
• Anyone curious about structured customer communication techniques

Career Path:

• Customer Service Representative – £21,000 average annual salary
• Call Centre Supervisor – £26,000 average annual salary
• Client Services Coordinator – £28,000 average annual salary
• Customer Relations Manager – £35,000 average annual salary
• Technical Support Specialist – £32,000 average annual salary
• Customer Experience Analyst – £38,000 average annual salary