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Business · Customer service

Brilliant Customer Service: Building Loyalty and Confidence

A practical short course for UK adult learners looking to improve their customer service skills. You will learn how to communicate clearly, handle difficult situations with ease, and create positive experiences that keep customers coming back.

45 min3 modulesBeginner friendly
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Free to take. This course does not use any Learning Credits.

What you’ll be able to do

By the end of this course, you will be able to confidently manage customer interactions, resolve common complaints, and apply techniques that improve customer satisfaction in any workplace.

Course outline

A clear route from first principles to practical confidence

  1. 01

    Module 1: The Foundations of Great Service

    • What Customers Really Want: Understanding Expectations
    • Your Professional Presence: Body Language and Tone of Voice
    • First Impressions: Greeting and Engaging with Customers
  2. 02

    Module 2: Communicating with Clarity and Care

    • Listening to Understand: Active Listening Techniques
    • Asking the Right Questions: Getting to the Heart of the Issue
    • Explaining Simply: Giving Clear Information and Instructions
  3. 03

    Module 3: Handling Challenges and Building Loyalty

    • Staying Calm Under Pressure: Managing Your Own Emotions
    • The Complaint Resolution Framework: A Step-by-Step Approach
    • Going the Extra Mile: Creating Repeat Customers