Customer Service Foundations

This course covers the essentials of excellent customer service: empathy, problem diagnosis, de-escalation, and turning difficult interactions into positive outcomes. Through practical scenarios and role plays you’ll learn frameworks for empathetic listening, structured problem solving, escalation policies, and ways to measure satisfaction. The goal is to build confidence in frontline staff and create repeatable processes that improve customer retention.

• Skills you’ll learn: empathy techniques, issue diagnosis, de-escalation, escalation routing, CSAT measurement.

Certificate: Certificate of completion provided upon finishing the course.

Requirements

• Basic communication skills; headset or phone for practice preferred.

Who this course is for

• Customer service agents; frontline staff; service managers.

Benefits

• Apply empathy frameworks to calls; diagnose root causes of complaints; resolve issues efficiently; escalate appropriately; measure customer satisfaction outcomes.