Customer Service Online Certificate Course

Techniques to Ensure 100% Customer Satisfaction

Customer Service Online Certificate Course

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Study Customer Service Course Online and learn Techniques to Ensure 100% Customer Satisfaction

Great customer service is one of the most important foundations of a successful business. Our Customer Service Course Online will teach you all the essential elements of customer service and how it can be used in the day-to-day operations of any business. You will learn how customer service can be applied to any business and how-to bring customer experience to the next level.  

More and more customers are selecting brands and businesses based on the quality of customer service they provide. All of us in one way or another, provide customer service. Our Customer Service Course Online is not only designed for the people at the frontlines or those who directly interact with customers, this course can also be applied to every level in your organization.

Taking our Customer Service Course Online will explain how to work with all types of customers and how to better serve them. It will also show you how to use customer service to improve customer retention. This comprehensive learning resource will give you all the fundamental skills and knowledge to deliver great customer service.

At Courses for Success, our training programs have been carefully developed by leading professionals and validated by industry experts to guarantee you are getting the most up-to-date experience. By enrolling in this course, you can be confident you are getting the best education possible.

What you will learn with our Sales and Customer Service Online Courses

  • Being able to define what customer service entails
  • Understanding the importance of attitude and how it affects customers
  • Identifying and addressing customer needs
  • Using excellent customer service skills to generate return business
  • Building good will
  • Providing outstanding phone customer service
  • Using online tools to aid customer service
  • Knowing how to deal effectively with difficult customers

Customer Service Course Online - Requirements

The Customer Service Course is delivered 100 percent online 24/7 and only takes 8 hours of study to complete. 

To successfully complete this course, a student must:

  • Have access to the internet and the necessary technical skills to navigate the online learning resources
  • Have access to any mobile device with internet connectivity (laptop, desktop, tablet)
  • Be a self-directed learner
  • Possess sound language and literacy skills

Quick Course Facts

  1. Course content is structured for easy comprehension
  2. Approximately 8 hours of study is needed to complete the course
  3. Registered students gain unrestricted lifetime access to the Customer Service Online course
  4. All course material is available online 24/7 and can be accessed using any device
  5. Study online from anywhere in your own time at your own pace
  6. All students who complete the course will be awarded with a certificate of completion

Customer Service Course Online - Outline

Section One: Getting Started

Section Two: Who & What We Do

In this section, we will discuss what a customer is and what customer service is all about. We will also take a closer look into who our organization provides customer service, which when you come to think of it, is everyone. 

Who are Customers?

A customer is simple anyone who uses a product or service. This includes everyone who relies on you to do a job, anything that can influence their life, job, or their use of a product.

External Customers

Also referred to as traditional customers, these are people outside your company that you interact with – not just the people who buy products or services from you.

Internal Customers

Internal customers include anyone in your organization who relies on you for services, resources, or information. Providing excellent customer service to your internal customers can have a positive effect on how they treat external customers.

Customer Service

Good customer service is critical to any successful business. Given the same product with very similar benefits, a customer is likely to purchase from an organization that provides good customer services.

Section Three: Attitude is a little thing

Customer service can have different meanings to different people. For some, it means going beyond what is expected. To others, it means adding value and integrity to every interaction. In this module, we discuss the importance of having a great attitude and how it contributes to great customer service.

Appearance Counts!

It is often said that we should never judge a book by its cover. While this holds true in most of our personal lives, maintaining a good appearance is a must for people delivering customer service. After all, employees are the representatives of a company. And how they maintain their appearance speaks volumes about a company's professionalism and values.

 The Power of a Smile

Being positive and friendly during interactions ensures that the customer walks away with a positive experience. Putting on a smile is a simple way of telling them you welcome their business.

Staying Energized

Keeping ourselves energized throughout the day can be difficult. And when we’re feeling low, having a positive attitude or even smiling is a challenge. To keep you charged, below are few tips:

  • Take a walk
  • Drink a glass of cold water
  • Listen to upbeat music

Staying Positive

We can’t control all the problems that can come up during the day. However, we have full control of our attitude and how we respond to a difficult situation.

Section Four: Customer Needs

To improve customer service, we must first determine the customer’s value in their interactions with your organization. The simplest way to get this information is to ask them. Once you’ve determined your customer’s needs, the next step is to meet these needs.

Understanding the Customer’s Situation

Customer needs are usually self-explanatory, based on a basic level. The important thing is to let your customers communicate their needs rather than attempting to tell them what they need. Telling your customers what they need can give them a negative impression.

Staying Outside the Box

Having good instincts can be a very useful skill in terms of sales. However, this can also backfire and make you too presumptuous.

Meeting Basic Needs

When providing good customer service, your organization must match the priorities of your customers. At a minimum, you should meet their basic needs. These basic needs are what drives your customers towards your store in the first place. Basic needs are the absolute essential for closing the sale.

Going the Extra Mile

Once you’ve met your customer’s basic needs, going the extra mile is simply providing additional value to your products and services.

Section Five: Get Them to Come Back

The value of a customer does not end after you receive payment for goods and services. It is estimated that the cost of attracting new customers is five times more expensive compared to keeping existing ones. In this part of the Customer Service Online Certificate course, we will discuss how to turn first-time customers into return customers. We will take a look into the different ways of keeping your customers coming back.

Following Up

Following up after a sale or any customer contact is an effective strategy for keeping your customers coming back. After-sales services such as customer support or continuing product advice can make customers feel that you value their business. Providing good customer service from the first interaction until the product has reached their home is a great way of earning their trust.

Addressing Complaints

Customer complaints should always be addressed immediately. If handled properly, this can be turned into a positive opportunity for your company.

Turning Difficult Customers Around

Experience may have helped you develop your personal way of handling difficult customers. In this part of the course, we will show some examples of difficult situations and how to handle them.

  • You don’t know the answer to a customer’s question (Tell the customer that you don’t know the answer, but you will find out)
  • You have to say no to a customer’s request (Explain why you have to say no; offer alternatives)
  • Your computer is working slowly, and the customer is getting impatient (Tell the customer your computer is working slowly; keep the customer informed about what’s happening)

Section Six: Face to Face Customer Service

In-person interactions provide an excellent opportunity to build rapport with customers. Communicating with customers via phone or email does not give the same feedback compared to face to face interactions.

Dealing with At-Your-Desk Requests

Some situations may require you to face customers at your desks even when you are busy doing something. During these instances, you may tempt to ask them to come back another time politely. However, situations like these are great opportunities to go the extra mile.

Using Body Language to Your Advantage

Non-verbal cues have a major effect on how people interpret your message. You can always choose the words to use, but your true intentions are often mirrored in your actions.

Section Seven: Telephone Customer Service

Body language can have a huge effect during face to face interactions, but this becomes irrelevant during phone conversations. In this module, we will discuss how you can make successful telephone interactions. How the tone of voice and choice of words play an important role during these conversations.

The Advantages and Disadvantage of Telephone Communication

Many companies have a dedicated department for their customer services. While some companies offer customer services via email, most of the work is done over the phone.

Telephone Etiquette

Whether it’s a face to face interaction or via phone conversation, customers expect a courteous, helpful response. Things to remember when speaking to customers over the phone include:

  • Answer promptly, on the third ring at the latest.
  • Before you pick up the phone, end any conversation you are having.
  • Greet the caller, identify yourself, and ask if you can help.
  • Speak clearly in a pleasant tone of voice. Avoid speaking too quickly. (For discussion: what message do you send if you speak too quickly?)

Tips and Tricks

In this part of the course, we will discuss some of the tips and tricks to make your phone conversations as productive as possible.

Section Eight: Electronic Customer Service

More and more customer interactions are being done online. Younger people, in particular, prefer transacting their business online than in person. However, online interactions have their limits. To provide excellent customer service online, we will discuss what works and doesn't work and how to leverage the tools available to you.

The Advantages and Disadvantages of Electronic Communication

One major advantage of electronic communication is convenience. Unlike sending snail mail, all information is sent instantly. However, unlike face to face communication, it lacks personality and sensitivity.

Understanding Netiquette

New technology has not only changed how we do things but also came with a new vocabulary. 

Tips and Tricks

Getting your message across the first time, all the time is important. This is why selecting your words is important in this age of electronic communication.

Eliminate Electronic Ping Pong

Sending messages to a friend, customer, or a co-worker can be done instantly. But the relative ease of this type of communication can lead to what we call “electronic ping pong.” This refers to parties exchanging dozens of emails trying to clarify something which can be avoided by sending the right information in the first place.

Section Nine: Rescuing Difficult Customers

One of the hardest challenges in customer service is dealing with difficult customers. Sometimes customers may have a legitimate reason for being upset and something they don’t. In this section, we will discuss the different ways of dealing with difficult customers and finding ways to win them back.

  • Defuse Anger
  • Common Ground
  • Know Your Limits
  • Know Your Limits
  • Emotions

Section Ten: Escalation

Your options for dealing with difficult customers do not include having to put up with threats, intimidation, or vulgar language from customers. As a customer service staff, you must take control of the situation and protect yourself.

  • Abusive Customers
  • Sticks & Stones
  • Physical Threats

Section Eleven: Impress Customers Every Time

The first step in providing excellent customer service is to meet the basic needs of customers. To get the customers coming back and make a lasting impression, you must go the extra mile.

Section Twelve: It’s a Wrap

Recognition & Accreditation

The courses offered by Courses For Success are unique as they are taught in a step by step process enabling students to complete them quickly and easily, so that you can obtain your qualification sooner. All students who complete the course receive a certificate of completion. Courses For Success is committed to high completion rates and therefore 100% student satisfaction.

Other Business Communication Leadership Courses

Do you want your staff to communicate more effectively? A business communication leadership course will teach you how to guide them to successful communications.

Section One: Getting Started

  • Objectives

Section Two: Who & What We Do

  • Customers
  • Internal Customers
  • External Customers
  • Customer Service?

Section Three: Attitude is a little thing

  • Appearance
  • Smile It’s Infectious
  • Stay Awake
  • Being Positive

Section Four: Customer Needs

  • See things from a client's perspective
  • Thinking Outside the Box
  • Meeting Their Needs
  • Going the Extra Mile

Section Five: Get Them to Come Back

  • Following Up
  • Dealing with Complaints
  • Turn it Back in your Direction

Section Six: Face to Face Customer Service

  • All from the comfort of your desk
  • Using Body Language

Section Seven: Telephone Customer Service

  • The Advantages and Disadvantages
  • Telephone Etiquette
  • Tips and Tricks for Providing Customer Service over the Phone

Section Eight: Electronic Customer Service

  • The Advantages and Disadvantages
  • Netiquette
  • Email Etiquette: The Do’s and Don’ts of Email
  • Tips and Tricks
  • Electronic Ping Pong

Section Nine: Rescuing Difficult Customers

  • Defuse Anger
  • Common Ground
  • Know Your Limits
  • Know Your Limits
  • Emotions

Section Ten: Escalation

  • Abusive Customers
  • Sticks & Stones
  • Physical Threats

Section Eleven: Impress Customers Every Time

  • Ten Tips to Impress Your Customer

Section Twelve: It’s a Wrap

  • Food for Thought

Entry requirements

Students must have basic literacy and numeracy skills.

Minimum education

Open entry. Previous schooling and academic achievements are not required for entry into this course.

Computer requirements

Students will need access to a computer and the internet. For students who do not have access to either a computer or the internet.

Minimum specifications for the computer are:

Windows:

  • Microsoft Windows XP, or later
  • Modern and up to date Browser (Internet Explorer 8 or later, Firefox, Chrome, Safari)

MAC/iOS

  • OSX/iOS 6 or later
  • Modern and up to date Browser (Firefox, Chrome, Safari)

All systems

  • Internet bandwidth of 1Mb or faster
  • Flash player or a browser with HTML5 video capabilities(Currently Internet Explorer 9, Firefox, Chrome, Safari)

Students will also need access the following applications:

Adobe Acrobat Reader

Customer Reviews

5 star
44%
4 star
36%
3 star
13%
2 star
6%
1 star
1%
(179)
Average rating 4.1 out of 5 stars

Rachel M Beacht

17 August 2021 02:17:16 AM

I learned a lot from this lesson.

Mark Gil L. Goyena

4 May 2021 04:15:14 PM

Great Course

Benjamin Russell

23 March 2021 02:02:27 PM

Great course - learned lots

Anna Martin

2 January 2021 02:57:27 AM

It was easy course

Peter Gyorgyicsek

1 June 2020 04:07:24 PM

Thank you very much of this course. its gave me more knowledge about customer service in general. great course very useful for me. Thanks: PG

Nikki Greenan

3 May 2020 05:10:06 AM

Wow. That was a really good course. Just what I have been looking for. I wish I had done this course so much sooner.

Amanda Coverdale

28 April 2020 05:11:22 AM

Great course

ADELIA RACHMA SHAKUNTALA

7 April 2020 12:17:58 AM

Easy to understand

Kaytee Evynn Heslop

29 March 2020 08:34:04 PM

loved this module

Beatrice Söderholm

20 February 2020 09:59:03 PM

Great platform for learning

Pawel Kowalczyk

25 January 2020 11:43:10 PM

Good information

Michala Louise Sheppard

13 January 2020 12:15:45 AM

Really enjoyed this short course

Yvonne Van Den Aarsen

24 September 2019 12:35:37 PM

So far so good. I'm at the long assessment stage. Looking forward to putting my knowledge to the test.

Yvonne Van Den Aarsen

24 September 2019 12:23:15 PM

The Customer Service online course is well written and informative. I am looking forward to utilising the knowledge I have gained through this course.

Jayde Marie Passion Tandaguen

26 July 2019 03:41:15 PM

great and straight forward

Stacey Malland

9 July 2019 11:28:34 PM

Great and informative course

Deborah Susi

27 June 2019 07:59:57 AM

Very practical and useful!

Abdul Suboor Ahmed

15 April 2019 05:29:18 AM

very informative in terms of customer services and helpful as to dealing with customer related situations.

Dayoung Jenny Jang

13 April 2019 01:46:57 PM

It was awesome! I learnt a lot from this. Thanks :)

Monika J Dzik

9 March 2019 05:57:34 AM

loved the course. it was very informative with lots of knowledge as well as tips

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1.  Who are Courses For Success?

Courses For Success is a global course platform that started in 2008 with 5 courses, since then we have grown to over 10,000 online courses. As our courses are delivered online via the internet, we sell our courses worldwide.

Our courses span across many categories including Academic, Animal, Beauty, Business, Career, Counseling, Creative & Media, Health & Therapy, Hobbies & Trades, IT, Personal Development, Sports & Fitness.

Some of the companies we work with include Groupon, Living Social, CNN, Entrepreneur, Mashable, Reed UK, Stack Social and many more.

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No, anyone who has an interest in learning more about this subject matter is encouraged to take our course. There are no entry requirements to take this course.

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No, you do not require a High School Diploma or to have finished school to study this course, this course is open to anyone who would like to take this course.

6.  What if English is not my first language?

This course is provided in English, however, due to the digital nature of our training, you can take your time studying the material and make use of tools such as google translate and Grammarly.

7.  Is this course online or conducted in person?

All our courses are accessible online on any device. You may complete them at your own pace and at your own time.

8.  How do I receive my course?

After you have completed the payment, you will receive a confirmation email and tax receipt. You will also receive an email containing your course login details (username and password), as well as instructions on how to access and log in to your course via the internet with any device, please check your junk/spam folder in the event that you do not receive the email.

9.  When does this course start?

Providing you have internet access you can start this course whenever you like, just go to the login page and insert your username and password and you can access the online material.

10.  What is online learning like?

Online learning is easy, if not easier than a traditional academic situation. By studying an online course, the usual boundaries caused by location and time constraints are eliminated, meaning you are free to study where and when you want at your own pace. Of course, you will need to be able to self-manage your time and be organized, but with our help, you’ll soon find yourself settling into a comfortable rhythm of study.

11.  What computer skills do I need for my course?

You don't need to be a computer expert to succeed with our online training, but you should be comfortable typing, using the internet and be capable of using common software (such as Microsoft word).

12.  How long will you have access to the online course?

There is no time limit for completing this course, it can be studied in your own time at your own pace. Once you have purchased this course you will have unlimited lifetime access, meaning you can access this course whenever you want.

13.  How long will my course take?

Individual courses are designed to be completed within 6-8 hours.

If you choose a course bundle, simply multiply the above hours by the number of courses included in the bundle.
For example:

  • 2 course bundle is 2 x 6-8 hours = 12-16 hours
  • 3 course bundle is 3 x 6-8 hours = 18-24 hours
  • 5 course bundle is 5 x 6-8 hours = 30-40 hours
  • 10 course bundle is 10 x 6-8 hours = 60-80 hours
14.  Do I need to buy textbooks?

All the required material for your course is included in the online system, you do not need to buy anything else.

15.  Is the course interactive?

Yes, all our courses are interactive.

16.  Is there an assessment or exam?

Yes, you will be required to complete a multiple-choice test online at the end of your course, you can do this test as many times as you require.

17.  What type of certificate will I receive?

You will receive a Certificate of Completion that is applicable worldwide, which demonstrates your commitment to learning new skills. You can share the certificate with your friends, relatives, co-workers and employers. Also, include it in your resume/CV, professional social media profiles and job applications.

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Thank you Courses for Success for being part of my learning journey and making education affordable!"

Our completion certificates are very valuable and will help you progress in your work environment and show employers how committed you are to learn new skills, you might even get a promotion.

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This course will give you the skills you need to help you obtain employment, but it’s up to you if you get the job or not.

20.  How will this course assist me with my career?

Studying and completing this course will show employers that you have the knowledge in this field, additionally you will gain more confidence in this area of expertise.

21.  How long is the certificate valid for?

The Certificates are valid for life and do not need renewing. 

22.  Can I take more than one course at a time?

Courses are studied online at your own pace and you are free to study as many or as few courses as you wish, we also offer online course bundles that allow you to save on additional courses so that you may get all the topics related to your training goals in one go.

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28.  How will I contact Courses For Success if I have any questions?

You can contact our support team, at any time through live chat on our website, or email at email/info)(coursesforsuccess.com, or by calling one of our phone numbers depending on which country you are in.  

About this Course

Study Customer Service Course Online and learn Techniques to Ensure 100% Customer Satisfaction

Great customer service is one of the most important foundations of a successful business. Our Customer Service Course Online will teach you all the essential elements of customer service and how it can be used in the day-to-day operations of any business. You will learn how customer service can be applied to any business and how-to bring customer experience to the next level.  

More and more customers are selecting brands and businesses based on the quality of customer service they provide. All of us in one way or another, provide customer service. Our Customer Service Course Online is not only designed for the people at the frontlines or those who directly interact with customers, this course can also be applied to every level in your organization.

Taking our Customer Service Course Online will explain how to work with all types of customers and how to better serve them. It will also show you how to use customer service to improve customer retention. This comprehensive learning resource will give you all the fundamental skills and knowledge to deliver great customer service.

At Courses for Success, our training programs have been carefully developed by leading professionals and validated by industry experts to guarantee you are getting the most up-to-date experience. By enrolling in this course, you can be confident you are getting the best education possible.

What you will learn with our Sales and Customer Service Online Courses

  • Being able to define what customer service entails
  • Understanding the importance of attitude and how it affects customers
  • Identifying and addressing customer needs
  • Using excellent customer service skills to generate return business
  • Building good will
  • Providing outstanding phone customer service
  • Using online tools to aid customer service
  • Knowing how to deal effectively with difficult customers

Customer Service Course Online - Requirements

The Customer Service Course is delivered 100 percent online 24/7 and only takes 8 hours of study to complete. 

To successfully complete this course, a student must:

  • Have access to the internet and the necessary technical skills to navigate the online learning resources
  • Have access to any mobile device with internet connectivity (laptop, desktop, tablet)
  • Be a self-directed learner
  • Possess sound language and literacy skills

Quick Course Facts

  1. Course content is structured for easy comprehension
  2. Approximately 8 hours of study is needed to complete the course
  3. Registered students gain unrestricted lifetime access to the Customer Service Online course
  4. All course material is available online 24/7 and can be accessed using any device
  5. Study online from anywhere in your own time at your own pace
  6. All students who complete the course will be awarded with a certificate of completion

Customer Service Course Online - Outline

Section One: Getting Started

Section Two: Who & What We Do

In this section, we will discuss what a customer is and what customer service is all about. We will also take a closer look into who our organization provides customer service, which when you come to think of it, is everyone. 

Who are Customers?

A customer is simple anyone who uses a product or service. This includes everyone who relies on you to do a job, anything that can influence their life, job, or their use of a product.

External Customers

Also referred to as traditional customers, these are people outside your company that you interact with – not just the people who buy products or services from you.

Internal Customers

Internal customers include anyone in your organization who relies on you for services, resources, or information. Providing excellent customer service to your internal customers can have a positive effect on how they treat external customers.

Customer Service

Good customer service is critical to any successful business. Given the same product with very similar benefits, a customer is likely to purchase from an organization that provides good customer services.

Section Three: Attitude is a little thing

Customer service can have different meanings to different people. For some, it means going beyond what is expected. To others, it means adding value and integrity to every interaction. In this module, we discuss the importance of having a great attitude and how it contributes to great customer service.

Appearance Counts!

It is often said that we should never judge a book by its cover. While this holds true in most of our personal lives, maintaining a good appearance is a must for people delivering customer service. After all, employees are the representatives of a company. And how they maintain their appearance speaks volumes about a company's professionalism and values.

 The Power of a Smile

Being positive and friendly during interactions ensures that the customer walks away with a positive experience. Putting on a smile is a simple way of telling them you welcome their business.

Staying Energized

Keeping ourselves energized throughout the day can be difficult. And when we’re feeling low, having a positive attitude or even smiling is a challenge. To keep you charged, below are few tips:

  • Take a walk
  • Drink a glass of cold water
  • Listen to upbeat music

Staying Positive

We can’t control all the problems that can come up during the day. However, we have full control of our attitude and how we respond to a difficult situation.

Section Four: Customer Needs

To improve customer service, we must first determine the customer’s value in their interactions with your organization. The simplest way to get this information is to ask them. Once you’ve determined your customer’s needs, the next step is to meet these needs.

Understanding the Customer’s Situation

Customer needs are usually self-explanatory, based on a basic level. The important thing is to let your customers communicate their needs rather than attempting to tell them what they need. Telling your customers what they need can give them a negative impression.

Staying Outside the Box

Having good instincts can be a very useful skill in terms of sales. However, this can also backfire and make you too presumptuous.

Meeting Basic Needs

When providing good customer service, your organization must match the priorities of your customers. At a minimum, you should meet their basic needs. These basic needs are what drives your customers towards your store in the first place. Basic needs are the absolute essential for closing the sale.

Going the Extra Mile

Once you’ve met your customer’s basic needs, going the extra mile is simply providing additional value to your products and services.

Section Five: Get Them to Come Back

The value of a customer does not end after you receive payment for goods and services. It is estimated that the cost of attracting new customers is five times more expensive compared to keeping existing ones. In this part of the Customer Service Online Certificate course, we will discuss how to turn first-time customers into return customers. We will take a look into the different ways of keeping your customers coming back.

Following Up

Following up after a sale or any customer contact is an effective strategy for keeping your customers coming back. After-sales services such as customer support or continuing product advice can make customers feel that you value their business. Providing good customer service from the first interaction until the product has reached their home is a great way of earning their trust.

Addressing Complaints

Customer complaints should always be addressed immediately. If handled properly, this can be turned into a positive opportunity for your company.

Turning Difficult Customers Around

Experience may have helped you develop your personal way of handling difficult customers. In this part of the course, we will show some examples of difficult situations and how to handle them.

  • You don’t know the answer to a customer’s question (Tell the customer that you don’t know the answer, but you will find out)
  • You have to say no to a customer’s request (Explain why you have to say no; offer alternatives)
  • Your computer is working slowly, and the customer is getting impatient (Tell the customer your computer is working slowly; keep the customer informed about what’s happening)

Section Six: Face to Face Customer Service

In-person interactions provide an excellent opportunity to build rapport with customers. Communicating with customers via phone or email does not give the same feedback compared to face to face interactions.

Dealing with At-Your-Desk Requests

Some situations may require you to face customers at your desks even when you are busy doing something. During these instances, you may tempt to ask them to come back another time politely. However, situations like these are great opportunities to go the extra mile.

Using Body Language to Your Advantage

Non-verbal cues have a major effect on how people interpret your message. You can always choose the words to use, but your true intentions are often mirrored in your actions.

Section Seven: Telephone Customer Service

Body language can have a huge effect during face to face interactions, but this becomes irrelevant during phone conversations. In this module, we will discuss how you can make successful telephone interactions. How the tone of voice and choice of words play an important role during these conversations.

The Advantages and Disadvantage of Telephone Communication

Many companies have a dedicated department for their customer services. While some companies offer customer services via email, most of the work is done over the phone.

Telephone Etiquette

Whether it’s a face to face interaction or via phone conversation, customers expect a courteous, helpful response. Things to remember when speaking to customers over the phone include:

  • Answer promptly, on the third ring at the latest.
  • Before you pick up the phone, end any conversation you are having.
  • Greet the caller, identify yourself, and ask if you can help.
  • Speak clearly in a pleasant tone of voice. Avoid speaking too quickly. (For discussion: what message do you send if you speak too quickly?)

Tips and Tricks

In this part of the course, we will discuss some of the tips and tricks to make your phone conversations as productive as possible.

Section Eight: Electronic Customer Service

More and more customer interactions are being done online. Younger people, in particular, prefer transacting their business online than in person. However, online interactions have their limits. To provide excellent customer service online, we will discuss what works and doesn't work and how to leverage the tools available to you.

The Advantages and Disadvantages of Electronic Communication

One major advantage of electronic communication is convenience. Unlike sending snail mail, all information is sent instantly. However, unlike face to face communication, it lacks personality and sensitivity.

Understanding Netiquette

New technology has not only changed how we do things but also came with a new vocabulary. 

Tips and Tricks

Getting your message across the first time, all the time is important. This is why selecting your words is important in this age of electronic communication.

Eliminate Electronic Ping Pong

Sending messages to a friend, customer, or a co-worker can be done instantly. But the relative ease of this type of communication can lead to what we call “electronic ping pong.” This refers to parties exchanging dozens of emails trying to clarify something which can be avoided by sending the right information in the first place.

Section Nine: Rescuing Difficult Customers

One of the hardest challenges in customer service is dealing with difficult customers. Sometimes customers may have a legitimate reason for being upset and something they don’t. In this section, we will discuss the different ways of dealing with difficult customers and finding ways to win them back.

  • Defuse Anger
  • Common Ground
  • Know Your Limits
  • Know Your Limits
  • Emotions

Section Ten: Escalation

Your options for dealing with difficult customers do not include having to put up with threats, intimidation, or vulgar language from customers. As a customer service staff, you must take control of the situation and protect yourself.

  • Abusive Customers
  • Sticks & Stones
  • Physical Threats

Section Eleven: Impress Customers Every Time

The first step in providing excellent customer service is to meet the basic needs of customers. To get the customers coming back and make a lasting impression, you must go the extra mile.

Section Twelve: It’s a Wrap

Recognition & Accreditation

The courses offered by Courses For Success are unique as they are taught in a step by step process enabling students to complete them quickly and easily, so that you can obtain your qualification sooner. All students who complete the course receive a certificate of completion. Courses For Success is committed to high completion rates and therefore 100% student satisfaction.

Other Business Communication Leadership Courses

Do you want your staff to communicate more effectively? A business communication leadership course will teach you how to guide them to successful communications.

Section One: Getting Started

  • Objectives

Section Two: Who & What We Do

  • Customers
  • Internal Customers
  • External Customers
  • Customer Service?

Section Three: Attitude is a little thing

  • Appearance
  • Smile It’s Infectious
  • Stay Awake
  • Being Positive

Section Four: Customer Needs

  • See things from a client's perspective
  • Thinking Outside the Box
  • Meeting Their Needs
  • Going the Extra Mile

Section Five: Get Them to Come Back

  • Following Up
  • Dealing with Complaints
  • Turn it Back in your Direction

Section Six: Face to Face Customer Service

  • All from the comfort of your desk
  • Using Body Language

Section Seven: Telephone Customer Service

  • The Advantages and Disadvantages
  • Telephone Etiquette
  • Tips and Tricks for Providing Customer Service over the Phone

Section Eight: Electronic Customer Service

  • The Advantages and Disadvantages
  • Netiquette
  • Email Etiquette: The Do’s and Don’ts of Email
  • Tips and Tricks
  • Electronic Ping Pong

Section Nine: Rescuing Difficult Customers

  • Defuse Anger
  • Common Ground
  • Know Your Limits
  • Know Your Limits
  • Emotions

Section Ten: Escalation

  • Abusive Customers
  • Sticks & Stones
  • Physical Threats

Section Eleven: Impress Customers Every Time

  • Ten Tips to Impress Your Customer

Section Twelve: It’s a Wrap

  • Food for Thought

Entry requirements

Students must have basic literacy and numeracy skills.

Minimum education

Open entry. Previous schooling and academic achievements are not required for entry into this course.

Computer requirements

Students will need access to a computer and the internet. For students who do not have access to either a computer or the internet.

Minimum specifications for the computer are:

Windows:

  • Microsoft Windows XP, or later
  • Modern and up to date Browser (Internet Explorer 8 or later, Firefox, Chrome, Safari)

MAC/iOS

  • OSX/iOS 6 or later
  • Modern and up to date Browser (Firefox, Chrome, Safari)

All systems

  • Internet bandwidth of 1Mb or faster
  • Flash player or a browser with HTML5 video capabilities(Currently Internet Explorer 9, Firefox, Chrome, Safari)

Students will also need access the following applications:

Adobe Acrobat Reader

(179)
Average rating 4.1 out of 5 stars
5 star
44%
4 star
36%
3 star
13%
2 star
6%
1 star
1%

Rachel M Beacht

17 August 2021 02:17:16 AM

I learned a lot from this lesson.

Mark Gil L. Goyena

4 May 2021 04:15:14 PM

Great Course

Benjamin Russell

23 March 2021 02:02:27 PM

Great course - learned lots

Anna Martin

2 January 2021 02:57:27 AM

It was easy course

Peter Gyorgyicsek

1 June 2020 04:07:24 PM

Thank you very much of this course. its gave me more knowledge about customer service in general. great course very useful for me. Thanks: PG

Nikki Greenan

3 May 2020 05:10:06 AM

Wow. That was a really good course. Just what I have been looking for. I wish I had done this course so much sooner.

Amanda Coverdale

28 April 2020 05:11:22 AM

Great course

ADELIA RACHMA SHAKUNTALA

7 April 2020 12:17:58 AM

Easy to understand

Kaytee Evynn Heslop

29 March 2020 08:34:04 PM

loved this module

Beatrice Söderholm

20 February 2020 09:59:03 PM

Great platform for learning

Pawel Kowalczyk

25 January 2020 11:43:10 PM

Good information

Michala Louise Sheppard

13 January 2020 12:15:45 AM

Really enjoyed this short course

Yvonne Van Den Aarsen

24 September 2019 12:35:37 PM

So far so good. I'm at the long assessment stage. Looking forward to putting my knowledge to the test.

Yvonne Van Den Aarsen

24 September 2019 12:23:15 PM

The Customer Service online course is well written and informative. I am looking forward to utilising the knowledge I have gained through this course.

Jayde Marie Passion Tandaguen

26 July 2019 03:41:15 PM

great and straight forward

Stacey Malland

9 July 2019 11:28:34 PM

Great and informative course

Deborah Susi

27 June 2019 07:59:57 AM

Very practical and useful!

Abdul Suboor Ahmed

15 April 2019 05:29:18 AM

very informative in terms of customer services and helpful as to dealing with customer related situations.

Dayoung Jenny Jang

13 April 2019 01:46:57 PM

It was awesome! I learnt a lot from this. Thanks :)

Monika J Dzik

9 March 2019 05:57:34 AM

loved the course. it was very informative with lots of knowledge as well as tips

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1.  Who are Courses For Success?

Courses For Success is a global course platform that started in 2008 with 5 courses, since then we have grown to over 10,000 online courses. As our courses are delivered online via the internet, we sell our courses worldwide.

Our courses span across many categories including Academic, Animal, Beauty, Business, Career, Counseling, Creative & Media, Health & Therapy, Hobbies & Trades, IT, Personal Development, Sports & Fitness.

Some of the companies we work with include Groupon, Living Social, CNN, Entrepreneur, Mashable, Reed UK, Stack Social and many more.

2.  Is there a refund/cancellation policy?

Yes, we have a 7-day money-back refund guarantee. Just send us an email to email/info)(coursesforsuccess.com with the subject Courses For Success Refund so we can accommodate your request.

3.  What is the FREE Personal Success Training Program?

The Personal Success Training Program was developed by Courses For Success to help our customers achieve success. Currently, we are offering this program for FREE with every course or bundle purchase this month. This is a limited time offer! We have received thousands of reviews for this program, please see: Personal Success Training Program Reviews

4.  Are there any requirements to study this course?

No, anyone who has an interest in learning more about this subject matter is encouraged to take our course. There are no entry requirements to take this course.

5.  Do I require to have finished high school to complete this course?

No, you do not require a High School Diploma or to have finished school to study this course, this course is open to anyone who would like to take this course.

6.  What if English is not my first language?

This course is provided in English, however, due to the digital nature of our training, you can take your time studying the material and make use of tools such as google translate and Grammarly.

7.  Is this course online or conducted in person?

All our courses are accessible online on any device. You may complete them at your own pace and at your own time.

8.  How do I receive my course?

After you have completed the payment, you will receive a confirmation email and tax receipt. You will also receive an email containing your course login details (username and password), as well as instructions on how to access and log in to your course via the internet with any device, please check your junk/spam folder in the event that you do not receive the email.

9.  When does this course start?

Providing you have internet access you can start this course whenever you like, just go to the login page and insert your username and password and you can access the online material.

10.  What is online learning like?

Online learning is easy, if not easier than a traditional academic situation. By studying an online course, the usual boundaries caused by location and time constraints are eliminated, meaning you are free to study where and when you want at your own pace. Of course, you will need to be able to self-manage your time and be organized, but with our help, you’ll soon find yourself settling into a comfortable rhythm of study.

11.  What computer skills do I need for my course?

You don't need to be a computer expert to succeed with our online training, but you should be comfortable typing, using the internet and be capable of using common software (such as Microsoft word).

12.  How long will you have access to the online course?

There is no time limit for completing this course, it can be studied in your own time at your own pace. Once you have purchased this course you will have unlimited lifetime access, meaning you can access this course whenever you want.

13.  How long will my course take?

Individual courses are designed to be completed within 6-8 hours.

If you choose a course bundle, simply multiply the above hours by the number of courses included in the bundle.
For example:

  • 2 course bundle is 2 x 6-8 hours = 12-16 hours
  • 3 course bundle is 3 x 6-8 hours = 18-24 hours
  • 5 course bundle is 5 x 6-8 hours = 30-40 hours
  • 10 course bundle is 10 x 6-8 hours = 60-80 hours
14.  Do I need to buy textbooks?

All the required material for your course is included in the online system, you do not need to buy anything else.

15.  Is the course interactive?

Yes, all our courses are interactive.

16.  Is there an assessment or exam?

Yes, you will be required to complete a multiple-choice test online at the end of your course, you can do this test as many times as you require.

17.  What type of certificate will I receive?

You will receive a Certificate of Completion that is applicable worldwide, which demonstrates your commitment to learning new skills. You can share the certificate with your friends, relatives, co-workers and employers. Also, include it in your resume/CV, professional social media profiles and job applications.

Wendy Sue Hunt - 5 STAR REVIEW
"If you are considering taking any “Courses for Success”, I would highly recommend it. I have always been a firm believer it’s important to always sharpen your skills. You are never too old to learn more. I found the courses very helpful, interesting and easy to understand.
The term “Courses for Success” helped me in my current position to succeed. After completing the courses, I gave my manager the completion certificates. Recently I received a promotion too."
Valencia Marie Aviles - 5 STAR REVIEW
"I had a very good experience with my course. It has helped me to get multiple jobs and prepared me for almost everything I would need to know. The course was very informative and easy to understand and broken up perfectly to be done in a short amount of time while still learning a good amount! I would recommend Courses for Success to anyone trying to get abs certifications for job advancements, it is well worth it!"
ELENA GRIFFIN - 5 STAR REVIEW
"I have absolutely enjoyed the materials from Courses for Success. The materials are easy to understand which makes learning enjoyable. Courses for Success have great topics of interest which make you come back for more.
Thank you Courses for Success for being part of my learning journey and making education affordable!"

Our completion certificates are very valuable and will help you progress in your work environment and show employers how committed you are to learn new skills, you might even get a promotion.

18.  Will this course be credited by universities?

No, it is not equivalent to a college or university credit.

19.  Am I guaranteed to get a job with this certificate?

This course will give you the skills you need to help you obtain employment, but it’s up to you if you get the job or not.

20.  How will this course assist me with my career?

Studying and completing this course will show employers that you have the knowledge in this field, additionally you will gain more confidence in this area of expertise.

21.  How long is the certificate valid for?

The Certificates are valid for life and do not need renewing. 

22.  Can I take more than one course at a time?

Courses are studied online at your own pace and you are free to study as many or as few courses as you wish, we also offer online course bundles that allow you to save on additional courses so that you may get all the topics related to your training goals in one go.

23.  What are the Payment Methods available? Is there a payment plan?

We accept payments via PayPal, Credit Card, Bank Transfer and Amazon Pay for the USA. For payment plans, we offer Sezzle for USA & Canada, Afterpay for Australia & New Zealand. *For faster transaction Credit Card payments are preferred. Please purchase online via our website course product page or contact us at email/info)(coursesforsuccess.com, to pay via bank transfer.

24.  Can I purchase for multiple people?

Yes, you can do this by purchasing individually via website or send us a request via email at email/info)(coursesforsuccess.com

25.  Can I request for an invoice before purchase?

Yes, you can request for an invoice via email at email/info)(coursesforsuccess.com

26.  Purchase for a gift?

Yes, you can purchase this course as a gift, simply send an email to email/info)(coursesforsuccess.com, with the course details and we can accommodate this.

27.  Can I create my own course bundle?

Yes, you can customize your own bundle. Please send us the complete list with the exact course link of the courses you'd like to bundle up via email email/info)(coursesforsuccess.com and we will create them for you. *Each course access, time of completion and certification varies depending on the course type.

28.  How will I contact Courses For Success if I have any questions?

You can contact our support team, at any time through live chat on our website, or email at email/info)(coursesforsuccess.com, or by calling one of our phone numbers depending on which country you are in.  

We provide a 7 Day Money Back Refund on all Courses

Special Offer

 

Receive The Personal Success Training Program FREE, When You Purchase This Course - Limited Time Remaining!  (Value $600)

 

The Personal Success Training Program Helps You Stay Focused To Achieve Your Goals!
Benefits:
  • How to layout a Success Plan.
  • Get where you want to be in life.
  • How to unclutter your mind to succeed.
  • Achieve your dreams using your imagination.
  • How to have faith in yourself.
Features:
  • 12 month online access,  24/7 anywhere.
  • Complement your individual course purchase.
  • Thousands of positive reviews.
  • Limited Time Offer - Ends Soon.
 

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Course Summary

Course ID: CFS02CS
Delivery Mode: Online
Access: Lifetime
Tutor Support: Yes
Time: Study at your own pace
Duration: 6-8 Hours
Assessments: Yes
Qualification: Certificate

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