Course

Customer Service Excellence

Aurelius LMS · Course

Handle customers, complaints and key clients with a clear service standard.

4 weeks12 hoursFront-line staff, hospitality teams, service and client-facing professionals

For organisations

We deliver this program to teams and institutions, tailored to your people.

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What you will be able to do

  • Show a service mindset in every interaction
  • Identify what the customer really needs
  • Communicate clearly by phone, in person and in writing
  • Handle complaints and difficult customers calmly
  • Recover a poor experience and build loyalty
  • Care for key clients over the long term

Course map

00Day 1 baselineRecord your starting point before the course begins0/1
  1. Task: Baseline, Day 1Recorded task
01The service mindsetWhy service matters0/4
  1. What customers rememberLesson
  2. Attitude and ownershipLesson
  3. Your service standardLesson
  4. Quiz: MindsetQuiz
02Understanding customer needsAsk, listen, confirm0/4
  1. Open and closed questionsLesson
  2. Listening for the real needLesson
  3. Confirming understandingLesson
  4. Quiz: NeedsQuiz
03Communicating with customersPhone, in person, written0/4
  1. Greetings and toneLesson
  2. Phone and message etiquetteLesson
  3. Clear written repliesLesson
  4. Quiz: CommunicationQuiz
04Handling complaintsCalm and structured0/4
  1. Listening to the complaintLesson
  2. Apologise, solve, confirmLesson
  3. When you cannot say yesLesson
  4. Quiz: ComplaintsQuiz
05Difficult customersControl your reaction0/4
  1. Types of difficult behaviourLesson
  2. De-escalation phrasesLesson
  3. Protecting yourself and your teamLesson
  4. Quiz: Difficult customersQuiz
06Service recovery and loyaltyTurn a bad day around0/4
  1. Recovery stepsLesson
  2. Going beyond the fixLesson
  3. Follow-upLesson
  4. Quiz: RecoveryQuiz
07Client care for key accountsLong-term relationships0/4
  1. Understanding the client businessLesson
  2. Regular check-insLesson
  3. Handling escalationsLesson
  4. Quiz: Key accountsQuiz
08Final assessmentShow what has changed since Day 10/1
  1. Task: Final assessmentRecorded task