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Course Overview

Working in customer service comes with its challenges. Here you must have the ability to face all sorts of situations, provide quality services to your customers, understand the needs and expectations of your customers and more. The Customer Service Advisor: Communication Skills Training is here to help you build adequate skills to fulfil all these responsibilities. It will show you the essential tips and tricks to keep your customers satisfied. 

The Customer Service Advisor: Communication Skills Training course is designed to provide quality training on customer service. This course will help you figure out your customers’ expectations. From the highly informative modules, you will learn the skills to handle unwanted situations. In addition, the course will introduce you to the seven steps of customer problem-solving. You will also learn about the six vital elements of customer service.

Through this comprehensive Customer Service Advisor: Communication Skills Training course you will be able to identify the right questions to ask your customers. It will teach you the essentials of customer relationship building, customer retention and more. Enrol in the course now and prepare to climb the career ladder.

What you will learn from this Customer Service Advisor: Communication Skills Training course:

  • Learn how to identify customer expectation 
  • Improve your communication skills
  • Develop the ability to handle complaints and stress
  • Familiar yourself with the seven steps of customer problem solving
  • Understand the six critical elements of customer service 
  • Grasp the strategies to ask the right questions 
  • Build your expertise in customer relationship management 

Key features of the course:

  • Lifetime access to the course
  • No hidden fees; only pay the price of the course, which includes exam fees.
  • Recognised qualification upon successful completion of the course
  • Study from anywhere, anytime, whenever it is convenient for you.
  • Affordable and engaging e-learning study materials
  • Study at your own pace from tablet, PC or smartphone
  • Online tutor support when you are in need.

Who is this course for:

This Customer Service Advisor: Communication Skills Training course is suitable for —

  • Students
  • Recent graduates
  • Job Seekers
  • Anyone interested in the Customer Service Advisor: Communication Skills Training course 
  • Individuals who are already employed in the relevant sectors and wish to enhance their knowledge and expertise.

Assessment and Certification:

After studying the course materials of the Customer Service Advisor: Communication Skills Training course, there will be a written assignment test which you can take either during or at the end of the course. Those who pass this test will have the qualification of the Customer Service Advisor: Communication Skills Training course. The certificate will be produced in PDF format at an additional cost of £8.99 and Printed Hardcopy at £12.99.

Career Path:

This Customer Service Advisor: Communication Skills Training course will equip you with an array of in-demand expertise and prepare you for a variety of rewarding employment options, such as—

  • Customer Service Adviser
  • Customer Service Representative
  • Customer Service Manager
  • Customer Care Executive
  • Customer Service Assistant
  • Customer Care Operator
  • Customer Care Representative
  • Customer Service Agent
  • Customer Service Associate

A customer service advisor’s average earnings in the United Kingdom is £18k per year. The highest salary rate is nearly £24k, and the lowest salary in the United Kingdom is £16k per year.

Course Curriculum

Module :01
Understanding Customer Service 00:17:00
Identifying Customer Expectations 00:07:00
Providing Excellent Customer Service 00:07:00
Module: 02
Focusing on Your Customer 00:15:00
Customer Service and the Telephone 00:08:00
Handling Complaints 00:12:00
Enduring Stress 00:13:00
Module: 03
Communication Skills 01:00:00
Dealing With Challenges Assertively 00:15:00
Dealing With Difficult People 00:30:00
Dealing With Stress 00:30:00
Meeting Expectations 00:15:00
Setting Goals 00:30:00
Seven Steps to Customer Problem Solving 00:30:00
Telephone Techniques 01:00:00
The Fifth Critical Element – Measure It 00:15:00
The Fourth Critical Element – Be a Problem Solver 01:00:00
The Second Critical Element – Defined in Your Organization 00:15:00
The Sixth Critical Element – Reinforce It 00:30:00
The Third Critical Element – Given Life by the Employees 00:15:00
What is Customer Service? 00:15:00
Who are Your Customers? 00:15:00
Module: 04
Six Critical Elements 00:30:00
Understanding Leadership 00:30:00
Five Practices of Leadership 00:45:00
Module: 05
Asking the Right Questions 00:15:00
Close with Vocals 00:15:00
Closing Down the Voice 00:10:00
Cold and Warm Calls 00:15:00
Developing a Script 00:15:00
Did You Hear Me? 00:15:00
It’s More Than Just a Phase 00:15:00
Negotiation Techniques 00:15:00
News from Within 00:15:00
Perfecting the Script 00:15:00
Phone Tag and Getting the Call Back 00:15:00
Sales by Phone 00:10:00
Saying No 00:05:00
Staying Out of Voice Mail Jail 00:05:00
Stress Busting 00:05:00
Taking Messages 00:05:00
This is My Mentor 00:05:00
To Serve and Delight 00:05:00
Verbal Communication Techniques 00:15:00
What’s Missing in Telephone Communication? 00:15:00
Who are Your Customers? 00:15:00
Module: 06
Building the Future 00:15:00
Checklist for Success 00:15:00
Considerations in Tool Selection 00:15:00
Customer Relationship Management 00:10:00
Evaluating and Reviewing Your Program 00:15:00
Homegrown vs. Application Service Provider 00:15:00
Requirement Driven Product Selection 00:15:00
Strategies for Customer Retention 00:15:00
The Development Team 00:15:00
What CRM Is and Who It Serves 00:15:00
Module: 07
Getting Started 00:05:00
It Starts at the Top 00:20:00
Peer Training 00:20:00
How to Build Rapport 00:30:00
Learn to Listen 00:25:00
Manners Matter – Etiquette & Customer Service (I) 00:25:00
Manners Matter – Etiquette & Customer Service (II) 00:20:00
Handling Difficult Customers 00:25:00
Getting the Necessary Information 00:15:00
Performance Evaluations 00:05:00
Training Doesn’t Stop 00:15:00
Wrapping Up 00:05:00
Certificate and Transcript
Order Your Certificates or Transcripts 00:00:00

Course Reviews


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Kieran Graham
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Very professional courses. Great Administration assistance and high quality e-learning service.
Sarah Jennings
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I did forex trading diploma. Very professional and detailed course.
Jordan Cooke
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The course offered is excellent. I am glad to have taken it.