10 Customer Experience Training Courses

1. Call Center Customer Service

At some point, we’ve all found ourselves contacting customer experience by phone when we need help with a service or product. Aside from solving our concerns, it’s also important that excellent service is provided as it can make or break the customer experience. Employees who work in call centers will find this training by SC Training (formerly EdApp) very useful as it teaches the essentials of proper phone interaction, such as preparing for a phone call, parts of a call, phone etiquette, and more. Learners will also know how to properly hold and transfer calls which can sometimes be frustrating for customers. In line with this, they’ll learn active listening, and how to handle difficult customers professionally and effectively help them at the end of the day.

This microlearning course is fully customizable and editable so it’s easy to add in procedures, spiels, and techniques specific to your organization. Just choose from over 80 intuitively designed and interactive templates then enter your content and you’re good to go. You can also put your branding and themes with SC Training (formerly EdApp)’s easy-to-use authoring tool and personalize your course to make it your own. Thanks to the Canva integration feature, there’s no need to exit the authoring tool and you can create and include visually appealing imagery in just a few clicks.

Cost: Free

Scope:

• Phone call preparation
• Parts of a phone call
• Holds & transfers, helpdesk
• Phone etiquette
• Handling difficult customers

Created By SC Training (formerly EdApp)

3. Developing Quality Customer Service Skills

This course was designed for those working as customer service representatives or anyone looking to improve their skills. Here, employees will learn the necessary attitudes, qualities, and skills they must possess when interacting with customers. They’ll also learn the general dos and don’ts of making a good impression and the importance of developing the right mindset. This customer service lesson takes up to 3 hours to finish and includes an assessment which they need to get at least 80% in to earn a certificate.

Cost: Free

Scope:

• Introduction to customer service
• Customer service skills
• Dos and don'ts when dealing with customers

Created by Alison

5. Dealing with Difficult Customers

SC Training (formerly EdApp)’s Dealing with Difficult Customers is a customer service training course designed to develop customer service and problem-solving skills for the food and beverage services industry. This course covers the types of difficult customers and best practices in meeting their needs and solving their problems. It also guides your employees in dealing with difficult situations through lessons such as responding to guest complaints, handling wrong food orders, and encountering intoxicated customers. When your staff is equipped with problem-solving skills, they can easily provide excellent customer service and attend to the needs of all kinds of customers.

Cost: Free

Scope: 

• Types of difficult customers
• Responding to guest complaints
• Handling wrong food order
• Dealing with intoxicated customers

Created by SC Training (formerly EdApp)

6. Customer Service Fundamentals

Coursera’s customer experience training course is geared towards customer service representatives in the IT industry. It starts by putting a spotlight on the importance of having good communication skills, which are manifested by being clear and concise, using the right tone, and applying non-verbal cues. Here, they’ll also learn how personality comes into play when providing support by exhibiting key traits, such as patience, empathy, and the willingness to help. This course also teaches problem-solving skills and best practices to drill down the root cause of a customer’s issue to provide the best resolution. Learners need to allot 24 hours to complete this course and they’ll receive a certificate of completion afterward.

Cost: Free

Scope: 

• Communication skills
• Characteristics of a customer experience representative
• Problem-solving best practices

Created by Coursera

8. Chat Agent Training

To the casual eye, it may seem like providing customer experience through chat looks simple due to its quick and casual nature. However, mistakes here and there can easily happen and upset customers, which can turn into a social media nightmare. Business Training Works has created this course to avoid such disasters and equip chat support agents with the necessary skills needed to perform their jobs effectively and to improve response-time. Among the topics discussed are chat etiquette, effective writing skills, and managing & handling multiple chats. To gauge how much they’ve learned, this course includes case studies where learners can put their newly acquired knowledge to practice. 

Cost: Available upon request

Scope: 

• Chat etiquette
• Communication skills
• Chat management

Created by Business Training Works

10. Excellent Customer Service Through Communication

Unclear communication can be a big barrier to delivering excellent customer service as misunderstandings can most likely occur. This course by SC Training (formerly EdApp) focuses on the importance of communication and why every customer experience representative should have great communication skills. In this course, learners will discover examples of customers’ feedback and responses whenever they contact support. They’ll learn about the factors that contribute to unclear communication and develop best practices to communicate in a clear and concise manner.

As no two learners learn alike, SC Training (formerly EdApp) makes it easy to add different types of media and interactive elements, such as video, games, text fields, and more. Its free microlearning template library provides a diverse set of intuitively designed templates that you can use to effectively deliver your content to every kind of learner.

Cost: Free

Scope:

• Communication skills
• Customer feedback
• Best practices for customer interaction

Created by SC Training (formerly EdApp)