Customer Service Excellence

Handle enquiries, complaints and difficult conversations without losing the customer.

What the course covers

8 modules, 32 topics. Open any one to see what sits inside it.

1. 1.1 Why customers leave
2. 1.2 Expectations, and where they come from
3. 1.3 What one bad experience costs
4. 1.4 Your authority, and its limits
1. 2.1 Opening well
2. 2.2 Listening properly
3. 2.3 Questions that reach the real issue
4. 2.4 Explaining without jargon and without blame
1. 3.1 Face to face
2. 3.2 On the telephone
3. 3.3 Email and written replies
4. 3.4 Chat, social and public messages
1. 4.1 Finding out what actually happened
2. 4.2 Offering options instead of refusals
3. 4.3 Saying no without losing the customer
4. 4.4 Following through and closing the loop
1. 5.1 Why a complaint is useful
2. 5.2 A method for handling one
3. 5.3 Apology, remedy and goodwill
4. 5.4 Escalating, and when to hand over
1. 6.1 Anger, upset and abuse
2. 6.2 Staying calm and staying safe
3. 6.3 Repeat and unreasonable demands
4. 6.4 Recovering after a hard call
1. 7.1 Product and service knowledge
2. 7.2 Policies, refunds and consumer rights
3. 7.3 Recording customer information properly
4. 7.4 Passing feedback to the people who can fix it
1. 8.1 Standards and service levels
2. 8.2 Measuring satisfaction honestly
3. 8.3 Working as a team on a busy day
4. 8.4 Building loyalty over time

By the end of this course you will be able to explain and apply:

Two hours, not two months Eight short modules. Finish in a day, or do one module a night for a week.

Job-ready from the first module Everything here is a task you will actually be asked to do at work, not theory you will never use.

Built for a phone Watch on the bus, pause mid-module, pick up where you stopped. No download, no lab.

A certificate that can be checked Every certificate carries an ID your college or an employer can verify on our site.

About two hours in total — eight modules of roughly fifteen minutes. You can do it in one sitting or spread it across a week. Your place is saved either way.
No. There is no prerequisite course and no software to install. A phone, tablet or computer with an internet connection is enough.
Yes. This course is placed at Pre-degree / Foundation for India, and the content is written for that level. If you are at a different stage, change your level at the top of the page and the courses will change with it.
A certificate for the course, carrying an ID that your college or an employer can check on our verification page. You keep access to the material afterwards.
Yes — ₹450 for this course on its own, or ₹1,450 for all five in this set, which works out cheaper if you want more than one.
There is a short quiz at the end of each module so you can check what stuck. It is not timed and you can retake it.
Change your country using the picker at the top. Level names, degree names and prices all switch to that country, and the courses adjust to its education system.

Wording shown for India. Pick a different country at the top and the terms, currency and programme names change with it.