Customer Service

About Course

Boost your customer service edge with KVR Training’s dynamic online Customer Service course.
This practical programme gives you the skills to deliver service that truly stands out — tailored to your workplace and your customers. Through interactive scenarios and expert tips, you’ll learn how to communicate effectively, handle complaints with confidence, and build strong customer relationships. Aligned with today’s workplace needs, this course equips you to thrive in customer service roles and make a real impact on organisational success.

Describe organisational structures, products, and services to provide informed customer support
Operate effectively within specific customer service systems tailored to organisational requirements
Identify and address customer needs and expectations in diverse contexts
Communicate clearly and professionally to build strong customer relationships
Select appropriate interpersonal behaviours for various occupational scenarios
Handle customer complaints efficiently using established procedures

Course Content

Section One: Customer Service Structures

Introduction
Define and explain customer service
Organisation mission, vision and customer vision statement
Customer service standards
Organisational structures and chain of command and reporting structure
Organograms and process flow diagrams
Relationships between company stakeholders to ensure organisation success
Roles of the levels of management
Internal customer service and the service chain
Know your product
A Customer service model
Key customer service principles
The link between customer service and quality
Product quality
What is quality management?
Conclusion

Section Two: Customer Needs

Introduction
Identify customer needs and expectations
Categorising customer personalities
Determine customer needs
Creating a customer profile
The hierarchy of human needs
The need for security
The need for esteem
The need for justice
Pro-active customer service response
The impact of quality customer service on profit
Use customer service audits to determine if needs were met
Methods of customer service audits
Tips for collecting customer feedback
Conclusion

Section Three: Customer Service Behaviours and Skills

Introduction
Ten commandments of superior customer service relationships
Behaviours to meet customer expectations
Behaviours to meet customer expectations – continued
Appropriate conduct
Telephone skills
Skills to clarify the customer’s needs
Open-ended questions
Closed-ended questions
Probing questions
Listening skills
Customer complaints
Customer expectations regarding complaints
Managing customer complaints
Customer service complaint process
The Moments of Truth Pathway
Net Promoter Score (NPS)
After-sales service
Giving customers bad news
Saying no or disagreeing with a customer
Using persuasive skills to deal with difficult situations
Dealing with aggression
Conclusion
Course Review Video

11:32
Assessment

Gain your KVR Training certificate of completion on successful completion of the course quiz.

About Course

What Will You Learn?

Course Content

Section One: Customer Service Structures

Introduction

Define and explain customer service

Organisation mission, vision and customer vision statement

Customer service standards

Organisational structures and chain of command and reporting structure

Organograms and process flow diagrams

Relationships between company stakeholders to ensure organisation success

Roles of the levels of management

Internal customer service and the service chain

Know your product

A Customer service model

Key customer service principles

The link between customer service and quality

Product quality

What is quality management?

Conclusion

Section Two: Customer Needs

Introduction

Identify customer needs and expectations

Categorising customer personalities

Determine customer needs

Creating a customer profile

The hierarchy of human needs

The need for security

The need for esteem

The need for justice

Pro-active customer service response

The impact of quality customer service on profit

Use customer service audits to determine if needs were met

Methods of customer service audits

Tips for collecting customer feedback

Conclusion

Section Three: Customer Service Behaviours and Skills

Introduction

Ten commandments of superior customer service relationships

Behaviours to meet customer expectations

Behaviours to meet customer expectations – continued

Appropriate conduct

Telephone skills

Skills to clarify the customer’s needs

Open-ended questions

Closed-ended questions

Probing questions

Listening skills

Customer complaints

Customer expectations regarding complaints

Managing customer complaints

Customer service complaint process

The Moments of Truth Pathway

Net Promoter Score (NPS)

After-sales service

Giving customers bad news

Saying no or disagreeing with a customer

Using persuasive skills to deal with difficult situations

Dealing with aggression

Conclusion

Course Review Video

Assessment

Certificate of Completion