Customer Service for Professionals | Develop Outstanding Customer Service Skills for Career Success
Gain essential customer service skills to excel in any professional environment. This course is designed for young professionals and students who want to enhance their communication, problem-solving, and relationship-building abilities to improve customer satisfaction and drive business success.
What is the Course About
This course focuses on equipping professionals with the key customer service skills required in today’s competitive business landscape. You’ll learn how to effectively handle customer interactions, manage complaints professionally, and build long-term relationships with clients. Whether you’re working in retail, hospitality, administration, or a service-driven industry, the course offers practical strategies to elevate customer satisfaction. Through role-playing scenarios and expert instruction, you will gain confidence in navigating even the most challenging service situations.
Skills You Will Gain from this Course
- Communicate clearly and professionally with customers across channels
- Resolve customer complaints calmly and effectively
- Build strong, positive customer relationships
- Understand customer needs and tailor your service accordingly
- Improve active listening and empathy in service interactions
- Manage time efficiently during high-demand customer service periods
Who Should Enrol
- Young professionals working in customer-facing roles
- Students looking to enter customer service careers
- Front-line staff in retail, hospitality, and administrative environments
- Office personnel seeking to strengthen their customer service skills
- Team leaders and supervisors who manage service teams
Overview
Customer Service for Professionals refers to the measure of how well a company’s products, services, and overall customer experience meet or exceed customer expectations. It is a key indicator of business success and customer loyalty. Achieving high customer satisfaction involves understanding customer needs, providing excellent service, resolving issues efficiently, and continually improving products and services based on customer feedback.
Description
This unit standard provides a broad introduction to customer services and includes internal and external customers. The focus is knowledge, skills, values and attitudes in relation to the learner’s context and experience of the world of work. The qualifying learner is capable of explaining customer service. Engaging in an interaction with a customer. Demonstrating communication skills in responding to a customer. Processing a query to respond to a customer need.
- The concept of good customer service is explained with reference to a business sector and an organisation’s competitive edge.
- Different types of customers are identified within a specific organisation.
- The consequences of poor service are identified with reference to the customer, the employee and the organisation.
- The procedure for escalating queries is explained with reference to own limit of authority.
- An interaction with a customer is opened with reference to an organisation’s internal standards.
- Information is requested to clarify the need.
- The customer’s needs are identified and reflected back to the customer to confirm understanding
- Non-verbal communication clues are used to determine an approach to the interaction.
- An interaction is closed with reference to an organisation’s internal standards.
- Active listening skills are demonstrated in three different customer service interactions.
- Keywords are identified in a customer dialogue and used to formulate an appropriate response.
- The main details of the customer’s needs, request, query or complaint are recorded and the entry is checked for accuracy with the customer.
- Information about the customer and the need is used to formulate an appropriate response.
- The response is communicated to the customer using appropriate language.
- Enquiries outside own level of authority are escalated to the appropriate party.
- An agreement on follow up actions is reached with the customer.
- Feedback on the progress of a query is given to the customer.
- Non-accredited: Short course only
- Duration: 1h 30m
- Delivery: Classroom/Online/Blended
- Access Period: 12 Months
