Become a customer service professional

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4.8 hours Self-paced learning

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Created with Pearson - a global leader in education

Based on the best-selling book by Debra Stevens

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Find effective ways to connect better with your customers. Discover how to create wow moments and see your service through your customers’ eyes. Explore the art of active listening and understand how to communicate with different personality types. And, as strange as it may sound, discover how to appreciate customer complaints!

Who this course is for logo

Who this course is for

COURSE LEVEL:

Beginner
Do you want to improve your customer service skills and become a brilliant customer service professional? Then this might just be the course for you!
What you will learn logo

What you will learn

  • 1

    The cornerstones of brilliant customer service, whether face to face, on the phone, or online.

  • 2

    How to wow your customers and understand some of their basic needs.

  • 3

    The art of listening, non-verbal communication, and empathy in customer service.

  • 4

    How to encourage customers to give feedback and how to handle customer complaints.

Created with Pearson, the global leader in education logo

Created with Pearson, the global leader in education

The course is based on the best-selling book Brilliant Customer Service by Debra Stevens published by Pearson. Funzi's learning experts have transformed the book into a mobile-optimized course consisting of bite-sized learning content.

This is a Funzi premium course. It has been created in partnership with Pearson, the global leader in education content.

Read more about Pearson and the book
Course contents: 7 topics logo

Course contents: 7 topics

  • 1

    Discovering what customers want Learn the basics of brilliant customer service. Keep customers happy and returning. Understand how to connect with your customers.

  • 2

    How to wow your customers Learn different ways to wow your customers. Understand the importance of delivering personal service and positive emotions.

  • 3

    Doing business online Understand the benefits of doing business online. Learn how to build, develop and maintain your online services from the customer perspective.

  • 4

    The art of listening and non-verbal communication Rate yourself as a listener and become aware of barriers to listening. Master the art of focused listening and body language. Discover the power of empathy.

  • 5

    Understanding customer personality and emotional experience Learn to communicate with different personality types. Understand how to avoid bad moments of influence. Learn how to say ‘no’ and still keep your customers.

  • 6

    Encouraging customers to give feedback Learn to see complaints as a way to develop your business. Encourage feedback and change your business accordingly. Discover how to empower your staff.

  • 7

    The link between customer service and selling Learn how to offer more through selling. Become aware of the link between selling and customer service.

What you will get logo

What you will get

When you complete the course you’ll earn a Funzi certificate of achievement. You can showcase your certificate by mentioning it in your CV, Linkedin profile and other professional profiles.

  • Practical skills broken down into bite-sized learning, so that you can complete the course with only 15 min/day for 3 WEEKS

  • Course content in the form of text, visuals, and activities to verify your learning

  • Access to the course anytime, as long as you want, once you’ve purchased the course

Here's what your fellow learners are saying about this course logo

Here's what your fellow learners are saying about this course

  • “Such a realistic course, focused only on what one has to know without unnecessary notes. Really loved it.”

    Hennury William
    Kenya

  • “I enjoyed every minute. Very informative and resourceful.”

    – Lesego Minah Mokone, South Africa

  • “Very glad to learn with Funzi. The course I've learned very easily to understand with detailed explanation, some examples and some assesment to measure how far we understand the topics we learned. ”

    – Netti Gloria Situmorang, Indonesia

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