Customer Service

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About this course

Course duration 1.5 hours

This course is designed to give existing and prospective Customer Service employees on boarding training in the subjects relevant to spending time in and working in customer facing retail.

It is not designed to replace a formal education or previously gained experience.  It should add to your existing knowledge in order to help secure a job or increase your general understanding of this area. Completion of the videos and quizzes and the issuance of a certificate will demonstrate to your current or potential employer that you have increased your knowledge in subjects listed below.   

The course consists of viewing short videos followed by a short quiz on the following subjects:

  1. Why customer service matters                                                         
  2. So you want to be customer centric                                     
  3. Improving internal customer service training                       
  4. Let customers know you appreciate them                            
  5. How to greet customers (reception/front desk)                   
  6. Customer service LAST method                                                         
  7. Communication: the key to customer service                       
  8. The importance of word choice in effective communication           
  9. Tone of voice in customer service                             
  10. 6 most common customer expectations       
  11. Handling customer complaints:  Defusing frustration          
  12. Telephone techniques: Handling angry callers
  13. What is a brand          
  14. How to interview for customer service: attitude      
  15. 5 steps to improve customer satisfaction                                         

Upon completion, a certificate and summary of the topics covered will be issued in your name.

You can log in and re-take the course at any time in case a refresher is needed for any reason such as an upcoming job interview or promotion. 

Course instructions

You are required to view each video twice before attempting the quiz.  You can only move on to the next video upon successful completion of the accompanying quiz.  The pass mark is 100% – don’t worry, questions are designed to ensure you have understood the video content, we are not trying to catch you out!    In case you do not pass the quiz the first time, you can re-watch the video and take the quiz again.   Once its passed, you can move on to the next module.

While watching each video, pay close attention and concentrate on the content.  Do not let any distractions reduce your concentration level.  Quiz questions will be relatively easy to answer if you have paid complete attention but difficult if you have not. 

You can complete this course in sections by logging out when you need a break.  You can continue where you left off by logging in again.   There is no time limit for completion.

Do not attempt to do the quizzes without watching the videos.  Once completed a copy of the certificate will automatically be sent to the email address you used to register.  Alternatively, you can download a copy immediately at the end of the course.