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Sales and Customer Success

Customer Service Excellence

Serve customers confidently and consistently across face-to-face, phone, WhatsApp and email, handle complaints calmly, and use feedback to keep improving.

Level
Beginner
Format
Written, self-paced
Length
About 6 hours
Lessons
15
Modules
4
Certificate
Yes, verifiable
Last updated
October 2026

About this course

Build the everyday skills that make customers feel well served, from first greeting to complaint resolution, across face-to-face, phone, WhatsApp and email channels.

Self-paced written course: text lessons, practical exercises, module quizzes and a final project, delivered online. No video and no live tutor.

What you will learn

  • Identify what your customers expect and turn it into clear, measurable service standards.
  • Use professional attitude, positive language and active listening in every customer interaction.
  • Handle phone calls, WhatsApp, SMS and email professionally, including holds, transfers and templates.
  • Adapt your service for customers with different languages, abilities and needs.
  • Resolve complaints with a step-by-step process, calm angry customers and say no while offering alternatives.
  • Collect feedback, calculate NPS and turn results into a customer service charter and script pack.

Curriculum

Module 1Service Foundations4 lessons
  1. 1What Customers Actually Expect3 min read Free preview
  2. 2Service Standards and Why They Matter3 min read
  3. 3Professional Attitude and Positive Language3 min read
  4. 4Understanding Internal and External Customers3 min read
  5. QuizModule quiz, 4 questions
Module 2Communication Across Channels4 lessons
  1. 5Active Listening and Asking the Right Questions3 min read
  2. 6Phone Etiquette and Call Handling3 min read
  3. 7Professional WhatsApp, SMS and Email Responses3 min read
  4. 8Serving Customers with Different Needs and Languages3 min read
  5. QuizModule quiz, 4 questions
Module 3Handling Complaints and Difficult Situations4 lessons
  1. 9A Step-by-Step Complaint Handling Process3 min read
  2. 10Calming an Angry Customer3 min read
  3. 11Saying No Without Losing the Customer4 min read
  4. 12Service Recovery and Follow-Up3 min read
  5. QuizModule quiz, 4 questions
Module 4Measuring and Improving Service3 lessons
  1. 13Collecting Feedback: Surveys, NPS and Reviews3 min read
  2. 14Turning Feedback into Service Improvements3 min read
  3. 15Course Project: Customer Service Charter and Script Pack3 min read
  4. QuizModule quiz, 4 questions

Final project

Customer Service Charter and Script Pack. A practical brief with ordered steps, what to produce and how to check your own work. You confirm it in your learner area.

Who it is for

  • Front-line staff, receptionists, shop assistants and call centre agents.
  • Small business owners who serve customers themselves or lead a small team.
  • Anyone starting a customer-facing role who wants practical, ready-to-use skills.

Not for you if you already work confidently with everything in the curriculum below. Look at the other sales and customer success courses instead.

Requirements

  • No prior experience is needed.
  • A phone or computer with internet access for the lessons and exercises.
  • Access to a workplace, or a business you know well, to apply the exercises (helpful but not essential).

What is included

  • 15 written lessons
  • 15 practical exercises
  • 4 module quizzes
  • A final project
  • Certificate of completion with a verification code
  • Lifetime access to what you buy

Questions about this course

What do I need before I start?

No prior experience is needed. A phone or computer with internet access for the lessons and exercises. Access to a workplace, or a business you know well, to apply the exercises (helpful but not essential).

What device do I need?

A phone, tablet or computer with a modern web browser and an internet connection. Lessons are written, so they work on slow connections.

How long do I have access?

Lifetime access to the full course or to any module you buy. All Access and Teams give 12 months of access to every course.

Can I get a refund?

Yes: a full refund within 14 days of purchase if you have completed less than 30% of the course (or of the module, for a single module). Read the refund policy.

Should I buy a module or the full course?

A module (USD 10) unlocks that module's lessons and quiz. The full course (USD 39) unlocks everything and leads to the certificate. If you buy modules first, each one you own is credited at USD 10 when you buy the full course.

Which currency will I pay in?

US dollars (USD). Prices include all taxes where applicable. Your bank may apply its own conversion fee. Card payment is being set up with our bank. After you place your order we email you payment instructions within one working day; your access starts as soon as payment is confirmed.

Sales and Customer Success learning path

All 12 open courses in this subject for USD 429. Bought separately they cost USD 718, so you save USD 289.

See the path

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USD 39Full course