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Certificate In Managing Customer Service Online Course

Learn About The Elements Of Customer Service

Learn About The Elements Of Customer Service

Like all business values, a customer service focus must be demonstrated from the top down. Customer service leaders have a responsibility to demonstrate good leadership practices as well as good customer service practices. This course will share several leadership models that you can use to successfully lead a customer service team.

In this course, you will learn about the six critical elements of customer service. You will also learn about Paul Hersey and Ken Blanchard’s Situational Leadership II® model, servant leadership, and the five practices in James Kouzes and Barry Posner's “The Leadership Challenge.”

After you complete this Customer Service Training Course: Managing Customer Service course, you will be able to:

  • Identify ways to establish links between excellence in customer service and your business practices and policies.
  • Develop the skills and practices that are essential elements of a customer service-focused manager.
  • Recognize what employees are looking for to be truly engaged.
  • Recognize who the customers are and what they are looking for.
  • Develop strategies for creating engaged employees and satisfied customers in whatever business units you manage.

Course Fast Facts:

  1. Easy to follow and understand
  2. Only 6 to 8 hours of study is required
  3. Unlimited, lifetime access to online course
  4. Delivered 100% on-line and accessible 24/7 from any computer or smartphone
  5. You can study from home or at work, at your own pace, in your own time
  6. Certificate of Completion

Course Delivery

Courses are accessed online via our learning management system by any device including PC, MAC, tablet or Smart Phone.

Recognition & Accreditation

The courses offered by Courses For Success are unique as they are taught in a step by step process enabling students to complete them quickly and easily, so that you can obtain your qualification sooner. All students who complete the course receive a certificate of completion. Courses For Success is committed to high completion rates and therefore 100% student satisfaction.

Session 1: Course Overview

  • Learning Objectives
  • Pre-Assignment
  • Pre-Assignment Article, Part One
  • Pre-Assignment Article, Part Two
  • Pre-Assignment Article, Part Three
  • Making Connections

 Session 2: Six Critical Elements

  • Element One: A Customer Service Focus
  • Making Connections
  • Element Two: Defined in Your Organization
  • Making Connections
  • Element Three: Given Life by the Employees
  • Self-Assessment
  • Element Four: Problem Solving
  • Define the Problem
  • Research and Analyze the Problem
  • Establish a Criteria List
  • List Possible Alternatives
  • Evaluate Each Alternative
  • Select the Best Alternative(s)
  • Making Connections
  • Making Connections
  • Element Five: Measure It
  • Critical Evaluation
  • Informal Surveys
  • Focus Groups
  • Brainstorming
  • Benchmarking
  • Fish Bone (Cause and Effect, or Root Cause)
  • Element Six: Reinforce It
  • Additional Rewards
  • Developing and Maintaining Relationships
  • Phrases for Customer Service Success
  • Measurement in Practice

 Session 3: Understanding Leadership

  • About Leadership
  • Director’s Style
  • Coach’s Style
  • Supporter’s Style
  • Delegator’s Style
  • Understanding Your Comfort Zone
  • Our Comfort Level
  • The Cyclical Process
  • Managing Performance
  • Servant Leadership
  • Making Connections
  • Onboarding and Orientation
  • The First Day
  • Your Role as a Leader

 Session 4: Five Practices of Leadership

  • Challenging, Inspiring, and Enabling
  • Challenge the Process
  • Making Connections
  • Inspire a Shared Vision
  • Enable Others To Act
  • Making Connections
  • Modeling and Heart
  • Making Connections
  • Practices in Practice
  • Pre-Assignment Review

 Session 5: A Personal Action Plan

  • Starting Point
  • Where I Want to Go
  • How I Will Get There

Entry requirements

Students must have basic literacy and numeracy skills.

Minimum education

Open entry. Previous schooling and academic achievements are not required for entry into this course.

Computer requirements

Students will need access to a computer and the internet.

Minimum specifications for the computer are:


  • Microsoft Windows XP, or later
  • Modern and up to date Browser (Internet Explorer 8 or later, Firefox, Chrome, Safari)


  • OSX/iOS 6 or later
  • Modern and up to date Browser (Firefox, Chrome, Safari)

All systems

  • Internet bandwidth of 1Mb or faster
  • Flash player or a browser with HTML5 video capabilities(Currently Internet Explorer 9, Firefox, Chrome, Safari)

Students will also need access the following applications:

Adobe Acrobat Reader

Customer Reviews

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Average rating 3.5 out of 5 stars

19 November 2018 03:00:29 AM


13 November 2018 08:22:40 PM


25 September 2018 05:03:18 PM

I can't express the importance of this course enough to anyone who deals with people on a daily basis. Thank you for the information contained in this course. Wwhat I learned will make a huge difference to my professional life.

13 September 2018 06:06:15 PM

relevant and easy to follow. Covered the basic must have knowledge when working in customer service. A great addition to anyone's resume and good value for money.

16 December 2017 02:04:44 AM

Good app

22 May 2017 04:22:48 AM

Like this course.

27 April 2017 10:26:07 PM

I am very satisfied with the course, as I learned how to deal better in case the guests are using vulgar words. As well the importance of the body language when interacting with any customer.

4 March 2017 05:34:42 AM

Great Course !!

4 March 2017 05:34:40 AM

Great Course !!

19 August 2016 06:05:47 PM

great course thank you

1 July 2018 05:26:38 PM

Very helpful and practical/

23 April 2016 02:05:43 PM

Excellent Course

25 July 2018 01:48:34 AM

This course was very informative .

13 July 2018 11:09:59 AM

course is ok

21 December 2017 12:44:25 PM

I would recommend this course to all the managers and supervisors in the USPS.

20 December 2017 01:02:29 AM


8 October 2016 11:13:54 PM

Great course, nice review of what I already knew however, it made me think of ways I can personally improve in order to give the best service possible

22 February 2016 03:49:05 PM

I found this course to be interesting and feel it will help me to communicate with customers much better by phone or email. It has certainly highlighted what I can improve on.

22 February 2016 03:42:22 PM

I found this course to be interesting and feel it will help me to communicate with customers much better by phone or email. It has certainly highlighted what I can improve on.

22 February 2016 03:40:09 PM

I found this course to be interesting and feel it will help me to communicate with customers much better by phone or email. It has certainly highlighted what I can improve on.

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Delivery Method Online
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Course Summary

Course ID No.: 002CSTM
Delivery Mode: Online
Course Access: Unlimited lifetime
Time required: Study at your own pace
Course Duration: 6 - 8 Hours
Assessments: Yes
Qualification: Certificate