10 Customer Service Lessons

1. Effective Communication in Customer Service by SC Training (formerly EdApp)

Communication is the most important customer service skill. And communication isn’t just about speaking, it’s about effective listening too. Effective Communication in Customer Service by SC Training (formerly EdApp) is a customer service lesson that teaches you active listening, the secret of customer communication and conversation.

This three-part microlesson course breaks down the key steps in active listening like asking the right questions and paying close attention to your customer’s verbal cues and body language. The course will take you through interactive scenarios that will sharpen your learner’s listening skills. And to wrap the customer service training up, common barriers to active listening and how to overcome them will also be tackled.

Unlike traditional training, SC Training (formerly EdApp) courses are accessible through your mobile devices so your team can train anytime, anywhere. This means you can also easily monitor your team’s progress through the reports and analytics system to help you find ways to encourage your learner’s growth.

• Cost: Free
• Scope: the key to effective communication active listening, steps of active listening, barriers to active listening, how to overcome active listening barriers

Created by SC Training (formerly EdApp)

3. Customer Care Skills by Alison

This customer service lesson in particular aims to develop essential customer service skills like handling customer questions and complaints to deliver high customer satisfaction and retention. It’s a basic course that’ll also explain ways to help your team deal with the stress that comes with irate or difficult customers.

It’s a five-part course taught through long-form video lectures with a quiz after every lesson. It’ll take around one and a half to three hours to complete, but it’s completely self-paced. To obtain certification, a score of at least 80 percent must be achieved from the course assessment. Take note that although the course is free, the official certificate is only available upon purchase.

• Cost: Free, paid certification
• Scope: understanding customer service, focusing on the customer, customer service and the telephone, handling complaints, enduring stress

Created by Alison

5. Dealing with Difficult Customers by SC Training (formerly EdApp)

This customer service lesson by SC Training (formerly EdApp) will show your representatives how to make the best of such terrible situations through tried-and-tested strategies. After taking this course, your team will learn that at the end of the day dealing with customers is all about problem-solving.

The course begins with an overview of the different types of difficult customers along with their traits so that you can understand the effective ways to handle them. What’s great about this course is that it’ll show you that there are advantages to working with difficult customers like gaining honest constructive feedback. And if you’re able to handle the worst customers in the best possible ways, you’ll be able to boost your brand’s customer experience reputation.

The course will also run you through Logan’s Roadhouse STARS method, or Sorry, Thank you, Act, Recover, and Share. This is an effective way to deal with customer complaints. Other key lessons like how to manage mistakes on your end, like punching a wrong food order will also be tackled in this course.

SC Training (formerly EdApp) lessons are all taught through microlessons, which means they are bite-sized content you can take on the go. Each lesson is designed with interactive elements to boost engagement and knowledge retention. Or simply put, SC Training (formerly EdApp) courses are designed to be fun.

• Cost: Free
• Scope: types of difficult customers, STARS method, how to respond to guest complaints, how to handle wrong food orders, dealing with irate/intoxicated customers

Created by SC Training (formerly EdApp)

6. Customer Service Fundamentals by Coursera

Customer Service Fundamentals by Coursera is a customer service lesson that focuses on building the tool kit of every customer service representative. As a customer service rep, you’ll need to be an expert in communication, empathy, problem-solving, and process compliance. This course will teach you all of these necessary skills and more. For example, your learners will understand how to build rapport with your customers through a positive tone and concise language.

The course is taught through instructor-led customer service training videos by an experienced industry professional. It spans about four weeks with around 10-16 videos per module. It’s free and completely online but the certification and badge upon completion will require a fee.

• Cost: Free, paid certification
• Scope: importance of customer service, communication skills, problem-solving skills, policies and procedures, social media

Created by Coursera

8. Effective Questioning for Call Handlers by FutureLearn

If you’re looking for a customer service lesson on telephone etiquette and communication, this one by FutureLearn is a good one to consider. Your team will learn question styles and conversation points to help them obtain important information from customers through sample phone calls, video recordings from research studies, customer service worksheets, and more. Through scenarios and examples, learners will also be able to evaluate badly handled calls.

The course is split into three weeks, each week will have three hours worth of bite-sized lessons. It’s a hundred percent online learning with practical activities involved as well as social learning features if your learners are interested in that.

• Cost: Paid subscription
• Scope: telephone communication, questions styles, consequences of badly handled calls, call outcomes, the role of technology in customer service

Created by FutureLearn

10. Call Center Customer Service by SC Training (formerly EdApp)

Call Center Customer Service by SC Training (formerly EdApp) is a comprehensive customer service lesson for call center agent needs. If you’re a trainer looking to onboard new employees or simply refresh your team on the skills required for the job, this course is for you. This five-part course will take you through the process of the call, call preparation, phone etiquette, essential call information, and even how to handle difficult customers.

The first lesson is all about call preparation, like practicing listening and learning formal language. The second part will tackle voice, tone, and etiquette of calls which is tied in with the third lesson that’s about the parts of the call. Your reps will learn how to introduce themselves and how to properly respond to customer inquiries. There’s also going to be a lesson about how to properly put a caller on hold and transfer.

You can easily deploy this course to your team because it’s readily available in SC Training (formerly EdApp)’s course library. But what’s great is you can also edit the course to add your own customer service learning materials to better serve your training. Or you can even edit the themes and logos to better suit your company’s branding. 

• Cost: Free
• Scope: resolving complaints, handling negative reviews positively, benefits of customer feedback, addressing online complaints, LAST strategy

Created by SC Training (formerly EdApp)