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Category: Customer Service
August 14, 2025
Satisfying Challenging Customers
In this course, you’ll learn how to recognise different customer behaviours and respond to them effectively. You’ll explore the value of empathy and patience during challenging conversations and see how the 4Rs framework can guide your approach. You’ll also learn techniques to manage your own stress and communicate clearly when faced with a range of […]
Written by Alex Roberts
August 14, 2025
Matching Needs
Knowing your product or service is important, but knowing how to use that knowledge to genuinely help customers makes the real difference. In this course, you’ll explore how to listen carefully, give tailored advice, and respond to concerns calmly and confidently. It’s about showing customers they matter and recognising opportunities to turn a good experience […]
Written by Alex Roberts
August 14, 2025
Handling Complaints
In this course, you’ll learn how to respond constructively to complaints using a clear and simple process. You’ll discover ways to stay calm and professional, learn when and how to escalate a concern appropriately, and develop key skills in customer focus, empathy, problem solving, active listening and diplomacy.
Written by Alex Roberts
August 14, 2025
First Contact
First impressions matter. Whether you’re greeting a customer face-to-face, over the phone, or online, those early moments can set the tone for the entire relationship. A positive first contact helps build trust and shows customers they’re in capable hands. This course will help build on your customer focus, communication and interpersonal skills. You’ll explore what […]
Written by Alex Roberts
August 14, 2025
Exploring Needs
In this course, you’ll learn why exploring customer needs is essential for building trust and creating positive experiences. You’ll discover how to understand the difference between customer wants and underlying needs, and how to encourage customers to share openly. You’ll also explore how to show care, empathy and understanding through effective listening, and how to […]
Written by Alex Roberts
August 14, 2025
Customer Service Knowledge and Attitude
In this course, you’ll learn the core skills needed to deliver confident and inclusive customer service. You’ll explore how to make strong first impressions, communicate with empathy and professionalism, and share product knowledge in a clear, helpful way. You’ll also learn how to provide consistent support across all channels, ensuring every customer feels valued and […]
Written by Alex Roberts
August 14, 2025
Customer Service Essentials
Excellent customer service is more than just being polite. It’s about creating experiences that build trust, loyalty, and long-term value. Every interaction is an opportunity to shape how someone feels about your organisation, whether they’re a paying customer, a potential customer, or even a colleague. This course will help you develop your customer focus and […]
Written by Alex Roberts
August 14, 2025
Angry Customers
Dealing with angry customers can be challenging, especially when emotions are running high. This course helps you recognise the signs of anger and understand what might be causing it. You’ll learn how to stay calm under pressure, respond in a way that helps defuse the situation, and use techniques to achieve a positive outcome. This […]
Written by Alex Roberts