Sales & Business Growth
Digital Entrepreneurship
Learn how to validate, launch and operate a small digital business around a real custom…
Beginner
Customer Service & Customer Success
Learn professional support communication, problem-solving and customer success through realistic scenarios.
Part of: Sales & Business Growth
Course introduction
Meet the course.
Watch a short introduction to what this course covers before you enrol.
Outcomes
What you’ll learn
Drawn from the actual modules in this course.
- Customer Service Foundations
- Communication
- Support Channels
- Problem Solving
- Difficult Situations
- Customer Success
Certificate of Completion
How you earn the certificate
- Complete the lessons in each module
- Pass each module checkpoint (70% or higher)
- Pass the final assessment (70% or higher)
- Receive a verifiable Certificate of Completion with a unique credential ID
One-time payment
Lifetime access
Verified credential
Full curriculum
Course modules & lessons
Open any module to see its lessons. Each module except the last ends with a short “Test Your Knowledge” checkpoint.
Module 1
Customer Service Foundations
Customer Service Foundations
1What Great Customer Service Means
2Customer Expectations
3Customer Journeys
Module 2
Communication
Communication
1Listening Skills
2Asking Good Questions
3Clear and Professional Language
Module 3
Support Channels
Support Channels
1Email Support
2Live Chat Support
3Phone Support
Module 4
Problem Solving
Problem Solving
1Understanding the Customer’s Problem
2Finding the Right Resolution
3Explaining Next Steps
Module 5
Difficult Situations
Difficult Situations
1Handling Complaints
2Difficult and Angry Customers
3De-Escalation
Module 6
Customer Success
Customer Success
1Customer Success Fundamentals
2Retention and Satisfaction
3Support and Success Metrics
Module 7
Support Simulation
Support Simulation
1Handle an Email Case
2Handle a Chat or Call Scenario
3Complete Customer Support Assessment