This programme is designed to help you develop the key skills needed to effectively handle all types of customer interactions and deliver quality customer service in any industry.


  • Increased customer service and customer retention 
  • Improved company representation and image
  • Acquisition of new customer service knowledge and customer service skills
  • Higher self-confidence in handling customer complaints
  • Improved proficiency in problem solving
  • Higher motivation for staff and staff retention 
  • Increased job satisfaction.  

Module learning objectives:

  1. The principles of customer service and how to maintain strong customer focus
  2. The importance of customer contact skills
  3. The importance of quality service, policy and practice
  4. How to deal with difference
  5. The basic principles of consumer legislation.