Courses

Customer Service Fundamentals is a practical course of seventeen micro-lessons for anyone who serves customers, face to face, by phone or online. You start with your organisation, your role and your customers, then build the core skills of good service: product and service knowledge, communication, interpersonal and influencing skills, getting things right first time and handling customer conflict and challenge. The later units cover equality and personalised service, professional presentation, personal organisation, team working, being open to feedback and developing yourself. Examples are based on UK practice (for instance, references to the Equality Act 2010). Each unit includes a short video, practical actions, an infographic to download and a quick quiz (100% to pass). Course in English. Permanent access to the course. Trident Academy certificate on completion of all seventeen units.

Modules

1. Understanding Your Organisation7 min
2. Roles & Responsibilities7 min
3. Knowing Your Customers6 min
4. The Customer Experience8 min
5. Product & Service Knowledge7 min
6. Meeting Regulations & Legislation7 min
7. Communication8 min
8. Interpersonal Skills8 min
9. Influencing Skills7 min
10. Right First Time8 min
11. Handling Customer Conflict & Challenge8 min
12. Equality & Personalised Service6 min
13. Professional Presentation7 min
14. Personal Organisation7 min
15. Team Working7 min
16. Being Open to Feedback7 min
17. Developing Yourself6 min