The Customer Service Basics course is an online customer service training program designed for anyone who interacts with internal or external customers. Whether you support clients on the phone, in the field, or within your own organization, this course helps you build the skills needed to communicate effectively, understand customer needs, and create positive experiences.

Through practical examples and clear guidance, learners explore how to build rapport, listen actively, and respond in ways that strengthen trust and loyalty. The course introduces key concepts such as recognizing customer expectations, adapting communication styles, and staying professional under pressure. Special focus is placed on handling difficult customer situations, so employees feel more confident when facing complaints or conflict.

By the end of this customer service training, participants will know how to apply core service principles across different channels, including phone, in-person, and field-based interactions. They will leave with a personal action plan for delivering consistent, high-quality service that supports both customer satisfaction and organizational goals.

Customer service is more than solving problems as they arise. It’s about building relationships, understanding what customers truly need, and responding in ways that leave them feeling heard and supported. A strong customer service foundation helps organizations retain clients, reduce friction, and create a positive reputation. By learning how to listen, communicate clearly, and manage challenging interactions, employees contribute directly to a stronger customer-focused culture.

Building Customer Rapport

• Identify behaviours that build trust and connection with customers
• Use positive language and body language to create a welcoming experience
• Practice small actions that make customers feel valued and respected

Listening to Your Customers

• Apply active listening techniques to fully understand customer needs
• Ask effective questions to clarify expectations and concerns
• Recognize verbal and non-verbal cues that signal satisfaction or frustration

Developing a Customer-Focused Mindset

• Understand what it means to be truly customer-focused
• Identify actions that strengthen long-term customer loyalty
• Create habits that keep customer needs at the centre of daily work

Customer Service Over the Phone

• Use tone, pace, and word choice to build rapport without visual cues
• Manage hold times, transfers, and escalations professionally
• Follow best practices for opening, managing, and closing calls

Internal Customer Service

• Recognize colleagues and other departments as “internal customers”
• Improve collaboration and responsiveness within the organization
• Support smoother workflows by delivering reliable internal service

Serving Customers in the Field

• Prepare for on-site interactions with a professional approach
• Adapt communication and service style to different environments
• Understand what is required to represent the company positively in the field

Customer Service Confrontation and Conflict

• Stay calm and respectful when customers are upset or frustrated
• Use de-escalation techniques to manage difficult situations
• Turn complaints into opportunities to restore trust and improve service

This online Customer Service Basics course takes approximately 70 minutes to complete. Learners can start, pause, and resume the training at any time, making it easy to fit into a busy schedule.

A passing mark of 80% is required to receive a certificate of completion. Testing is built into the course to reinforce key concepts and confirm understanding. Participants may repeat the course up to two additional times if they do not achieve the pass mark on their first attempt.

Upon successful completion of this online course, learners can download and print a certificate of completion. This certificate confirms their understanding of core customer service skills, including rapport building, effective listening, and managing difficult customer interactions.