The Customer Service Foundation Program focuses on the fundamentals, general knowledge, terminology and BASIC concepts used in Customer Service.

Practical, concise help for dealing with customers: The course and its accompanying workbook begins with outlining several customer service techniques and describes each of them.

Course Description

Some are very basic and some are more advanced, particularly those that deal with dealing with frustrated customers or preventing problems with customers from escalating and becoming a time consuming event.

But that's not only the meat of the book or what makes the book so useful. The book contains dialogues between customers and staff, showing how the various situations SHOULD be handled. Each one is to the point and the information for each one can be assimilated and learned from in a few minutes. This book can be used in so many ways. You can sit and read it through. You can browse it and just read the parts that you want help with. You can read one or two dialogues and learn one or two skills a day, since each segment really stands on its own. It's a great source book to use in customer service training because it's all there -- techniques, and how to use them. It's quick to learn from. And it's real. The dialogues will strike home with you. There is no better, faster book to learn how to deal with customers (especially the difficult customers), it's a one-stop-shop for ideas. You won't be disappointed: Customer service is for everyone.

The learning experience

The program combines presentations supported by trainer audio. Each module is followed by quizzes and exercises (marking scheme provided) to test your knowledge and competency, and to enhance understanding of the key concepts. A certificate is awarded to your successful passing of the final exam (80% pass requirement) and completion of the course.

Course curriculum

    1. Customer Service Foundation Overview

    2. Customer Service Foundation Certification Workbook

    3. Module 1 - Introduction to General Customer Service Foundation

    1. Module 2 - Critical Elements

    2. Module 2 - Critical Elements Part 2

    1. Module 3 - First Impressions Part 1

    2. Module 3 - First Impressions Part 2

    3. Module 3 - First Impressions Part 3

    4. Exercise One

    5. Exercise Two - Scenario 1

    1. Module 4 - Why Bother Part 1

    2. Module 4 - Why Bother part 2

    3. Exercise Two Instructions

    4. Exercise Two - Scenario 2

    1. Module 5 - Fundamentals Part 1

    2. Module 5 - Fundamentals Part 2

    3. Module 5 - Fundamentals Part 3

    1. Module 6 - Handling Complaints Part 1

    2. Module 6 - Handling Complaints Part 2

    3. Exercise Three Instructions

    4. Exercise Three - Video

About this course

  • $49.95
  • 25 lessons
  • 0.5 hours of video content

Pricing options

How much time do you need

Why Register?

This course gives you the road map to do it, all wrapped up in easy lessons.

  • Reveal Your Best Customer: reveal customer insights allowing you to provide more value.
  • Improve Customer Service with Customer Service Training.
  • Use it for Customer Service Rep call center and customer support training programs.
  • Create Expert, reliable customer support.

Each containing various presentations, exercises and quizzes designed to boost your knowledge and understanding of the fundamentals of customer service.

The modules cover the following concepts:

  • Introduction to customer service
  • Critical Elements of Customer Service
  • Customer Service - First Impressions
  • Why Bother with customer service?
  • Fundamentals
  • Handling Complaints
  • Targets & Goal Setting