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Customer Service Skills E-learning

E-Learning: E-Learning | Duration: 12 months | £499
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This e-learning programme focuses on developing practical, transferable skills that improve how individuals communicate, manage situations, and deliver service.

Key topics which are covered throughout the course include:

  • Service Mindset
    Understanding the difference between task completion and delivering a positive customer experience.
  • Empathy and Emotional Awareness
    Recognising customer needs and responding professionally in different situations.
  • Communication Skills
    Improving clarity in both verbal and written interactions.
  • Behaviour Styles and Adaptation
    Understanding different communication styles and adapting approach accordingly.
  • Assertiveness and Professional Confidence
    Communicating clearly while maintaining respect and boundaries.
  • Managing Conversations and Questioning Techniques
    Keeping discussions focused and asking effective questions to uncover the right information.
  • Feedback and Escalation
    Using judgement to improve outcomes and handle situations appropriately.
  • Influencing and Handling Objections
    Managing resistance and building agreement through effective communication.
  • Customer Journey Awareness
    Understanding how individual interactions contribute to the overall experience.
  • Reflection and Continuous Improvement
    Applying learning in practice and developing long-term professional habits

 

This course is ideal for professionals who interact with customers, colleagues, or stakeholders and want to improve the quality of their communication and service delivery.

By the end of this course, participants will be able to:

  • Demonstrate a customer-focused mindset in a variety of situations
  • Apply empathy and manage emotional interactions effectively
  • Communicate clearly and professionally in both written and verbal formats
  • Adapt communication style to suit different individuals and contexts
  • Use questioning techniques to gather accurate information
  • Manage conversations confidently and maintain control when needed
  • Apply appropriate judgement when escalating issues or seeking feedback
  • Influence outcomes and handle objections constructively
  • Understand the impact of their role within the wider customer journey
  • Reflect on their own behaviour and identify opportunities for improvement

By the end of this course, participants will be able to:

  • Demonstrate a customer-focused mindset in a variety of situations
  • Apply empathy and manage emotional interactions effectively
  • Communicate clearly and professionally in both written and verbal formats
  • Adapt communication style to suit different individuals and contexts
  • Use questioning techniques to gather accurate information
  • Manage conversations confidently and maintain control when needed
  • Apply appropriate judgement when escalating issues or seeking feedback
  • Influence outcomes and handle objections constructively
  • Understand the impact of their role within the wider customer journey
  • Reflect on their own behaviour and identify opportunities for improvement
  • Module 1: From Customer Support to Customer Service
  • Module 2: Genuine Empathy: Seeing the Situation Through Their Eyes
  • Module 3: Event, Reaction, Outcome
  • Module 4: The Model of Communication: Why Messages Go Wrong
  • Module 5: Escalation – When, Why, and How
  • Module 6: Asking for Feedback: Learning Before Things Escalate
  • Module 7: Personalisation & Written Communication: Sounding Human on the Page
  • Module 8: Customer Journey Thinking: Seeing the Experience End to End
  • Module 9: The Six Pillars: Turning Values into Everyday Behavior
  • Module 10: Communication Styles: Understanding Behaviour
  • Module 11: Adapting to Behaviour Types: Communicating So You’re Understood
  • Module 12: Transactional Analysis: Staying Professional Under Pressure
  • Module 13: Assertiveness: Clear, Calm, and Respectful Communication
  • Module 14: Controlling the Conversation: Staying Focused Without Losing Rapport
  • Module 15: The Art of Questioning: Getting to What Really Matters
  • Module 16: Influencing & Handling Objections: Gaining Agreement Without Conflict
  • Module 17: Reflection, Commitment, and Moving Forward

There are no mandatory prerequisites.

  • Overview

    By the end of this course, participants will be able to:

    • Demonstrate a customer-focused mindset in a variety of situations
    • Apply empathy and manage emotional interactions effectively
    • Communicate clearly and professionally in both written and verbal formats
    • Adapt communication style to suit different individuals and contexts
    • Use questioning techniques to gather accurate information
    • Manage conversations confidently and maintain control when needed
    • Apply appropriate judgement when escalating issues or seeking feedback
    • Influence outcomes and handle objections constructively
    • Understand the impact of their role within the wider customer journey
    • Reflect on their own behaviour and identify opportunities for improvement
  • Learning outcomes

    By the end of this course, participants will be able to:

    • Demonstrate a customer-focused mindset in a variety of situations
    • Apply empathy and manage emotional interactions effectively
    • Communicate clearly and professionally in both written and verbal formats
    • Adapt communication style to suit different individuals and contexts
    • Use questioning techniques to gather accurate information
    • Manage conversations confidently and maintain control when needed
    • Apply appropriate judgement when escalating issues or seeking feedback
    • Influence outcomes and handle objections constructively
    • Understand the impact of their role within the wider customer journey
    • Reflect on their own behaviour and identify opportunities for improvement
  • Course outlines
    • Module 1: From Customer Support to Customer Service
    • Module 2: Genuine Empathy: Seeing the Situation Through Their Eyes
    • Module 3: Event, Reaction, Outcome
    • Module 4: The Model of Communication: Why Messages Go Wrong
    • Module 5: Escalation – When, Why, and How
    • Module 6: Asking for Feedback: Learning Before Things Escalate
    • Module 7: Personalisation & Written Communication: Sounding Human on the Page
    • Module 8: Customer Journey Thinking: Seeing the Experience End to End
    • Module 9: The Six Pillars: Turning Values into Everyday Behavior
    • Module 10: Communication Styles: Understanding Behaviour
    • Module 11: Adapting to Behaviour Types: Communicating So You’re Understood
    • Module 12: Transactional Analysis: Staying Professional Under Pressure
    • Module 13: Assertiveness: Clear, Calm, and Respectful Communication
    • Module 14: Controlling the Conversation: Staying Focused Without Losing Rapport
    • Module 15: The Art of Questioning: Getting to What Really Matters
    • Module 16: Influencing & Handling Objections: Gaining Agreement Without Conflict
    • Module 17: Reflection, Commitment, and Moving Forward
  • Prequisites

    There are no mandatory prerequisites.

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