Customer Service Online Course

Customer Service Online Course

2 Hours2 Hours
Interactive Interactive
Cost effectiveCost effective

If you work with members of the public as part of your role, it’s important to make sure each person you deal with – whether it’s on the phone, face-to-face or online – has a good customer experience. Keeping customers happy can be a challenge, but done right it will boost your company’s reputation, generate more business and a better working environment.

This 2 hour e-learning training course is written by experts who understand the core skills needed for excellent customer service. You’ll learn why first impressions create a lasting impact, how to communicate effectively and solve problems quickly.

And, as this course is accredited by Continuing Professional Development (CPD) Certification Service, you can be sure that the information follows up-to-date industry best practice.


By completing this online customer service training, you’ll understand:

  • The effect that high quality customer service has on your customers
  • The negative impact of poor customer service
  • How to build rapport with customers and communicate well with them
  • Different means of customer communication – over the phone, face to face, social media, email, etc
  • Common complaints that customers make
  • How to handle complaints well
  • How to deal with difficult customers
  • Why you should always follow company policy
  • The importance of customer feedback


This 2-hour online training course covers the following topics:

  • Why is customer service important?
  • A look at various types of customer service
  • Why first impressions are key
  • The value of excellent customer service
  • The impact of poor customer service
  • What are the barriers to good customer service?
  • Boost your communication skills
  • Body language, what is yours saying?
  • Develop your listening skills
  • Empathy and emotional intelligence
  • Building a good rapport
  • Identifying customer needs
  • What does a customer expect from you?
  • Problem solving – how to deal with complaints
  • Handling difficult customers effectively
  • How to spot dissatisfied customers
  • Tackling abusive behaviour
  • Company policy regarding customer service
  • Maintaining brand values
  • UK legislation re data protection
  • Equality and diversity
  • Staff training and support
  • Why customer feedback is important
  • How to act on feedback, both positive and negative


At the end of this online customer services course, you’ll take a multiple-choice test of 15 questions. It’s marked automatically, and you’ll need 80% to pass. If you don’t pas first time, you’re welcome to re-take the test as many times as you need to at no extra cost.

You’ll receive a CPD-certified digital certificate straight away.

Who is this Course for?

Anyone in a customer-facing role should take this online Customer Service course. It will help you to understand situations from a customer’s perspective, improve your communication skills and build confidence in resolving issues.

Whether you deal with customers face to face, on social media, by email or on the phone, this course provides useful information for the following kind of roles:

  • Front of house staff
  • Receptionists
  • Call centre workers
  • Online support staff
  • Administrators
  • School office workers
  • Online retailers
  • Tradespeople who work with the general public
  • Contractors and self-employed people
  • Security personnel
  • Shop assistants
  • Service staff
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