Customer Service Excellence
Practical customer service for industrial, energy and technical roles: recognising your external and internal customers, setting expectations you can meet, owning requests end-to-end, handling complaints and failures well, and turning feedback into fixes.
54m
Total time
4
Competency levels
12
Lessons
What you'll learn
- Identify your external and internal customers and what each of them depends on you for
- Explain what customers actually value — competence, reliability, responsiveness and being kept informed
- Set expectations you can meet, and describe the damage caused by over-promising
- Own a request end-to-end, including proactive updates when a commitment is at risk
- Handle a complaint, a refusal and a service failure in a way that protects the relationship
- Capture feedback and use it to fix root causes rather than repeatedly apologising
Curriculum
Progress through each competency level in order.
1
Awareness
- 3mWho Your Customer Actually IsKnowledge
- 3mWhat Customers Really WantKnowledge
- 7mAwareness Check: Customers and What They ValueAssessment
2
Knowledge
- 3mSetting Expectations You Can MeetKnowledge
- 3mOwning the Request End-to-EndKnowledge
- 8mKnowledge Check: Expectations and OwnershipAssessment
3
Skill
- 3mComplaints, Refusals and Difficult ConversationsKnowledge
- 3mPractice: Map Your Customers and Handle a Real RequestAssignment
- 8mSkill Check: Complaints, Refusals and OwnershipAssessment
4
Mastery
- 3mRecovery, Feedback and Fixing the CauseKnowledge
- 3mCapstone: Service Improvement from Real FeedbackAssignment
- 7mMastery Assessment: Recovery and Service ImprovementAssessment
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