Overview
- CPD Assured – Assured by the CPD Certification Service
- Expert-Designed Content – Developed by our in-house subject matter experts
- Interactive Learning – Engaging activities and interactions help reinforce key learning
- Focused, Effective Learning – Course content is structured to make learning clear, relevant and efficient
- Quick to Complete – Most learners finish in approximately 90 minutes
- Learn on Any Device – Access the course on a PC, tablet or smartphone
- 24/7 Access – Access the course and management dashboard at any time
- 100% Online – Complete the course and final assessment online
- Free Assessment Retake – Retake the final assessment at no additional cost if needed
- Instant Certificate – Download your course certificate on successful completion
- Verifiable Certificates – Certificates can be checked using our online Certificate Checker
- Monitor Learner Progress – Use the dashboard to track course completion
- No Hidden Charges – All course fees are included
Aim
The aim of this course is to equip learners with the knowledge and practical skills needed to deliver clear, professional, consistent and customer-focused service across a range of situations and communication channels. It supports learners to understand customer needs and expectations, communicate effectively, manage enquiries, requests and complaints, work well with colleagues, and create positive experiences throughout the customer journey.
Learning outcomes
By the end of the course, learners should understand how to:
- Explain the importance of good customer service and how it influences customer satisfaction, loyalty, reputation and organisational success.
- Describe the customer experience and recognise the key stages of the customer journey and how each interaction can influence the overall experience.
- Identify different customer needs, expectations, perceptions and support requirements and adapt their approach appropriately.
- Apply professional customer service standards and create positive first impressions through their behaviour, attitude and communication.
- Communicate professionally using verbal, non-verbal, written, digital and active listening skills across different customer service channels.
- Manage customer enquiries and requests clearly, accurately and professionally while managing expectations and maintaining attention to detail.
- Deliver consistent, customer-focused service and recognise opportunities to anticipate customer needs and create positive experiences.
- Respond calmly and professionally to complaints and challenging situations using empathy, active listening and a structured approach to reach appropriate solutions.
- Recognise when an issue should be escalated and ensure customers are kept informed about actions, outcomes and next steps.
- Work effectively with colleagues, maintain service standards during busy or challenging situations, and use customer feedback to support continuous improvement.
Module 1 – Introduction to Customer Service
- What is Customer Service?
- Why Customer Service Matters
- The Customer Experience and Customer Journey
- The Role in Customer Service
- Delivering Positive First Impressions
Module 2 – Understanding Customer Needs and Expectations
- Understanding Customer Needs
- Customer Expectations
- Types of Customers
- Perceptions and Satisfaction
- Adapting to Customer Needs
Module 3 – Professional Behaviour and Communication
- Professional Behaviour and Customer Service Standards
- Core Communication Skills
- Building Rapport
Module 4 – Delivering Effective Customer Service
- Managing Customer Enquiries and Interactions
- Delivering Service Across Different Channels
- Attention to Detail and Service Standards
- Proactive Customer Service
Module 5 – Handling Challenges and Complaints
- Common Customer Service Challenges
- Understanding Complaints
- Staying Calm and Professional
- A Structured Approach to Handling Complaints
- Finding Solutions Within Your Role
Module 6 – Teamwork and Continuous Improvement
- The Role of Teamwork in Customer Service
- Understanding Roles and Responsibilities
- Communication Within Teams
- Maintaining Standards Under Pressure
- Customer Feedback and Learning
- Continuous Improvement in Customer Service
Handouts
- Activity: Customer Experience Journey Reflection Worksheet
- Activity: Customer Interaction Checklist
- Activity: Using the LEARN Framework
- Activity: Customer Feedback Log
The End of Course Assessment
- Assessment Included – The assessment fee is included in the course price, with no additional charges
- 100% Online – Complete the assessment online with no need to attend a training centre
- Multiple-Choice Assessment – Questions are based on the course content
- 80% Pass Mark – Learners must achieve a score of at least 80% to pass
- Free Retakes – Retake the assessment at no additional cost if needed, provided the course is completed within six months of enrolment
- Instant Certificate – Learners can download their certificate as soon as they successfully pass the assessment
- Coordinator Access – Course coordinators can also download certificates through their dashboard once learners have passed
Purchasing your course(s)
You can purchase your course(s) online using a debit/credit card. To purchase online, simply select how many users you want the course(s) for, then click on the ‘Add to basket’ button on this page.
You can purchase your course(s) over the phone using a debit/credit card. To pay over the phone, please call 0333 733 1111 between 0900 and 1700 hours Monday to Friday to talk to one of our Support Team.
Please contact us at support@hsqe.co.uk if you would rather pay by BACS transfer. You will need to provide in the email your name, postal address, email address, what course(s) you require and the quantity of courses that you require. We will issue you with an invoice and contact details.
Receiving login details (online and phone purchases)
You will be sent an email from no-reply@myvitalskills.co.uk once you have made you purchase online or over the phone. Please check your email SPAM / JUNK folder if you do not receive the email as it may get blocked by your email firewall. If you have not received it within one hour, and it is not in your SPAM / JUNK folder, you can email support@hsqe.co.uk for a duplicate copy to be sent to you.
If you are a returning customer or have purchased multiple courses, the email will contain details of how to access your Training Coordinators Dashboard. If you are a new user that has purchased a single course, the email will contain details of how to go straight to your course. You should add no-reply@myvitalskills.co.uk to your email safe-senders list to prevent future emails from us also being blocked.
Enrolling multiple learners onto courses
If you are a returning customer or have purchased multiple courses, you will be able to enrol your learners onto their courses using the Training Coordinators Dashboard that we provide you with. You will be sent individual login details for each learner that you enrol. These details will also be sent in an email from no-reply@myvitalskills.co.uk . You will need to pass the login details onto the learner.
Course access
The course materials will work on any internet-enabled device running an up-to-date internet browser. Each student will have 190 days from the date of enrolment to log on and complete their course. The course does not need to be completed in one sitting. Students can log out and return any time up until the course is completed or until the 190-day access expires. The course cannot be accessed after the 190 day expiry.
Suitable internet browsers
Both our courses and the dashboard will work on any modern web browser, for example Chrome, Edge, Firefox and Safari. You should ensure that they are fully updated. Internet Explorer should not be used because it is no longer supported by Microsoft and so may be unstable.
Course certificate
On successful completion of the course and end of course assessment, both the student, and the coordinator, can download the course certificate.
Course expiry
Courses not allocated to students will expire after 12 months from purchase.
Courses allocated to students will expire on completion of the course or after 190 days from the original enrolment (whichever is sooner).