Customer Service Skills

Course Description

What is the most important thing you can do to improve relationships with your customers? The answer is as obvious as it is overlooked: Improve customer service. No matter how great your product is or how talented your staff are, one of the things that customers are most likely to remember is the direct interaction they have with your organization. Bottom line, your customer service team is often the face of your organization, and customers’ experiences will be defined by quality of the support they receive.

Course objective

To understand more ways of improving customer service so that the customers do the advertising for you.


  • 1.1. What is customer service
  • 1.2. Who are your customers
  • 1.3. Find out what your customers want
  • 1.4. Your personality and customer service
  • 1.5. Elements of good customer service
  • 1.6. Types of complaining customers
  • 1.7. How to handle complaining customers
  • 1.8. How to provide excellent customer service
  • 1.9. Communication fighters vs communication helpers
  • 1.10. Conversations over the telephone
  • 1.11. Responding to business emails
  • 1.12. Dos and don’ts of customer service