Customer Service Basics Course Overview
Providing superior customer service is not only a desire—it is a must in today’s competitive business market. Customer expectations continue to rise, and organizations that fail to deliver exceptional service risk losing customers to competitors. Whether your team interacts with customers face-to-face, over the phone, in the field, or serves internal colleagues, the quality of these interactions directly impacts customer satisfaction, loyalty, revenue, and your organization’s reputation.
This comprehensive e-learning toolkit provides both staff and managers with the essential skills to drive superior customer service for your organization. Through seven focused courses, learners develop critical competencies including building rapport, active listening, maintaining customer focus, handling phone interactions professionally, serving internal customers, delivering field service excellence, and managing conflict effectively. Each course has been approved for 1 hour of PDU credit from PMI (Project Management Institute), making this toolkit valuable for both customer service excellence and professional development.
What You’ll Learn
✓ Build strong rapport with customers to create lasting relationships
✓ Listen actively to understand customer needs and concerns
✓ Develop customer focus in all interactions and decisions
✓ Deliver professional phone support that exceeds customer expectations
✓ Serve internal customers effectively to strengthen organizational performance
✓ Provide excellent field service that generates customer referrals
✓ Manage conflict and confrontation with difficult customers professionally
Customer Service Basics Course Content
Course 1: Building Customer Rapport
What creates great rapport with others, actions to strengthen rapport with customers, building relationships through customer service, trust and credibility building, rapport-building communication techniques, body language and tone in rapport
Course 2: Listening to Your Customers
Essential listening skills for customer service, active listening techniques, demonstrating value through listening, hearing vs. listening distinction, barriers to effective listening, strengthening listening ability with customers, long-term customer retention through listening
Course 3: Developing Your Customer Focus
Importance of customer experience, representing your company in interactions, shaping customer opinions through service, strengthening customer loyalty, customer-focused actions and behaviors, maintaining focus in all customer touchpoints
Course 4: Customer Service Over the Phone
Key actions for great phone customer service, promoting positive brand image, exceeding customer expectations over phone, professional phone techniques, voice tone and language for phone support, customer satisfaction and retention through phone service
Course 5: Internal Customer Service
Importance of internal customer service for external success, identifying internal customers, strengthening relationships with internal customers, getting right work done at right time, organizational interdependence, internal customer impact on company success
Course 6: Serving Customers in the Field
Essential actions for field service excellence, positive field service interactions, generating customer referrals through field service, avoiding negative field service experiences, field service impact on revenue and brand, maintaining professionalism in field
Course 7: Customer Service Confrontation and Conflict
Managing conflict in customer interactions, handling angry and confrontational customers, letting customers vent appropriately, expressing empathy in tense situations, conflict resolution techniques, defusing difficult customer situations, protecting customer retention and loyalty
See Our Courses In Action
Preview sample courses to see our format, content quality, and interactive features before you purchase.
Who Should Take Customer Service Basics
📞 Customer Service Representatives
Frontline staff interacting directly with customers
🏥 Healthcare Patient Services
Staff providing patient-facing services and support
💼 Sales and Account Management
Teams managing customer relationships and accounts
🔧 Field Service Technicians
Staff providing on-site customer service
👥 All Staff Members
Anyone who interacts with external or internal customers
👔 Customer Service Managers
Supervisors leading customer service teams
Certificate & Compliance
Upon successful completion of each course, learners receive an official certificate documenting their customer service training. The complete toolkit provides 7 hours of professional development credit approved by PMI (Project Management Institute) for PDU requirements.
Each course includes assessments that verify understanding of customer service principles, techniques, and best practices. Certificates are generated immediately and can be downloaded or printed for professional development records.
Professional Development Recognition:
- 7 PDU credits approved by Project Management Institute (PMI)
- 1 PDU credit per individual course
- Applicable to customer service training requirements
- Supports professional development goals
- Enhances customer service competencies
Choose How Your Team Learns
Use our ELMS
Immediate access with zero setup
Fast & Easy Setup
Automatic progress tracking and reporting
Built-in certificate generation
No technical expertise required
Automated Course Recertification
Use Your Own LMS
License SCORM files for your system
Integrate with your existing platform
Maintain centralized training records
Compatible with all major LMS platforms
Full technical specifications provided
Dedicated support included
Why Choose Evolve?
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Expert-Developed Content
Courses feature realistic scenarios, engaging multimedia, and knowledge checks to reinforce learning. Content developed by compliance experts ensures accuracy and relevance.
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Accessible Anywhere
Complete training anytime, anywhere on PCs, tablets, or smartphones. Your team can learn at their own pace without disrupting daily operations or scheduling conflicts.
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Engaging & Effective
Scenario-based learning & interactive elements promote retention better than lecture-style courses
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Trackable and Reportable
Monitor completion rates, track progress, and generate compliance reports. Maintain detailed records for audits and regulatory requirements.
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Transparent Pricing
Simple per-seat pricing with no hidden fees, surprise charges, or mandatory bundles. Volume discounts make compliance training affordable for organizations of any size.
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Easy Implementation
Begin training your team immediately – no lengthy implementation or waiting periods
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Scalable Solutions
Whether training 5 employees or 500, our platform scales to meet your organization’s needs. Custom course bundles available to address your specific training requirements and budget.
✓
Consistent Quality Training
Every learner receives the same high-quality, up-to-date content. Standardized training ensures your entire organization maintains consistent compliance knowledge.
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Ongoing Support
Dedicated customer support available to assist with questions, technical issues, or training customization needs.
TRANSFORM YOUR CUSTOMER SERVICE DELIVERY
Equip Your Team with Essential Customer Service Skills
In today’s competitive market, superior customer service isn’t optional—it’s essential for customer retention, revenue growth, and brand reputation. This comprehensive 7-course toolkit provides your entire team with the skills to deliver exceptional service in every customer interaction.
Trusted by organizations across healthcare, business, and service industries
