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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.

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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

  • Who Your Customer Actually Is
    Knowledge
    3m
  • What Customers Really Want
    Knowledge
    3m
  • Awareness Check: Customers and What They Value
    Assessment
    7m
2

Knowledge

  • Setting Expectations You Can Meet
    Knowledge
    3m
  • Owning the Request End-to-End
    Knowledge
    3m
  • Knowledge Check: Expectations and Ownership
    Assessment
    8m
3

Skill

  • Complaints, Refusals and Difficult Conversations
    Knowledge
    3m
  • Practice: Map Your Customers and Handle a Real Request
    Assignment
    3m
  • Skill Check: Complaints, Refusals and Ownership
    Assessment
    8m
4

Mastery

  • Recovery, Feedback and Fixing the Cause
    Knowledge
    3m
  • Capstone: Service Improvement from Real Feedback
    Assignment
    3m
  • Mastery Assessment: Recovery and Service Improvement
    Assessment
    7m

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