COURSE OVERVIEW:

Welcome to the Excellent Customer Service Techniques course. This program provides a solid foundation for understanding what customer service truly means, why strong service delivery is vital to every organisation, and how professionals can consistently handle a wide range of customer situations with skill, confidence and composure. You will explore the basics of customer service, the benefits to you and your organisation, the different kinds of customers, the myths that shape service expectations, and the underlying needs and wants that drive customer behaviour. You will also examine the value of exceeding expectations, acknowledging customer needs effectively, and applying techniques that encourage respectful, efficient and solution-focused interactions.

This course begins by examining the core concepts of customer service and the behavioural foundations that drive positive customer interactions. You will review communication principles, active listening, acknowledging without encouraging, managing expectations, and how and when to admit mistakes in a way that maintains trust. This section outlines why customers respond to clarity, honesty and attentive service, and how the allowing-venting technique and appropriate apologies assist in defusing tension.

The next learning area focuses on non-verbal communication and behavioural influence techniques. You will explore appropriate non-verbal signals, effective smiling, assurances of effort, assurances of results, and how physical cues influence customer perception. This section explains audience-removal techniques, bonus buyoff methods, and the broken-record technique, all of which support calm, assertive and consistent service delivery when customers escalate or repeat concerns.

Another learning area addresses closing interactions professionally and managing courtesy-based techniques. You will review how to close interactions positively, apply the common-courtesy technique, and identify when security, authorities or management must become involved. This section explains disengaging strategies, distraction methods, the correct timing for empathy statements, and the expediting and expert-recommendation techniques that help move stalled interactions forward.

A further learning area focuses on preserving dignity, finding agreement and keeping interactions solution-oriented. You will examine the face-saving-out technique, identifying agreement points, isolating or detaching disruptive customers, and using levelling approaches to re-establish calm. This section outlines how to manage height differentials and non-verbals, resist baiting, apply a pre-emptive strike when appropriate, and use probing questions or questions-instead-of-statements to redirect unproductive behaviour.

Another learning area explores escalation pathways and conversational redirection strategies. You will review when to refer customers to supervisors or third parties, how to refocus a conversation, and how to use neutral-mode communication to reduce emotional intensity. This section explains the stop-sign non-verbal technique, suggesting alternatives to waiting, applying telephone-silence strategies, and using thank-you expressions and names to reinforce respect and rapport.

The final learning area examines managing emotional intensity and restoring productive interactions. You will explore the role of timing with angry customers, the correct use of “you’re right” in diffusing conflict, and the behavioural approaches that help service professionals remain composed during high-pressure engagements. This section highlights how structured customer-service techniques strengthen confidence, encourage consistency, and help service professionals perform effectively across challenging and routine service situations.

By the end of this course, you will be able to apply foundational customer-service principles, use advanced verbal and non-verbal techniques, manage difficult interactions, redirect unproductive behaviour, escalate appropriately, restore emotional balance, and consistently deliver a professional, respectful and positive customer experience.

LEARNING OUTCOMES:

By the end of this course, you will be able to understand:

• What is customer service?
• The importance of good customer service to any organisation
• The basics of customer service
• What’s in it for you?
• The different kinds of customers
• An important customer service myth
• What customers want and need?
• How to go above and beyond the call of duty?
• How to acknowledge customer’s needs?
• The acknowledging without encouraging technique
• How to actively listen to your customer?
• How and when to admit mistakes?
• The allowing venting technique
• How and when to apologise?
• The appropriate non-verbals technique
• The appropriate smiles technique
• The assurances of effort technique
• The assurances of results technique
• The audience removal technique
• The bonus buyoff technique
• The broken record technique
• How to close interactions positively?
• The common courtesy technique
• When to contact security/ authorities/ management?
• The disengaging technique
• The distraction technique
• When to use empathy statements?
• The expediting technique
• The expert recommendations technique
• The face-saving out technique
• How to find agreement points?
• The isolate/detach customer technique
• The levelling technique
• The managing height differentials/non-verbals technique
• The not taking the bait technique
• The pre-emptive strike technique
• The probing questions technique  
• The questioning instead of stating technique
• When to refer the customer to supervisor or to a third party?
• How to refocus a conversation with a customer?
• The neutral mode technique
• The stop sign — non-verbal technique
• How to suggest an alternative to waiting?
• The telephone silence technique
• The thank-yous technique
• When to use customer’s name?
• The use of timing with angry customers
• The you’re right! technique

COURSE DURATION:

The typical duration of this course is approximately 2-3 hours to complete. Your enrolment is Valid for 12 Months. Start anytime and study at your own pace.

ASSESSMENT:

A simple 10-question true or false quiz with Unlimited Submission Attempts.

CERTIFICATION:

Upon course completion, you will receive a customised digital “Certificate of Completion”.