Customer Service

A concept-first overview

Rather than scripts or role-play, this course works through customer service as a set of ideas. The videos move from the basics of what service is, through what customers expect, to how a business keeps them over time.

Topics covered

1. Customer needs, expectations and the challenges they create
2. Communication and problem solving with customers
3. Handling a difficult customer and the role of leadership
4. Retention and the ways satisfaction can be measured

Where it fits

This suits students of business or management, or anyone who has been given service duties without much formal training. It works well as a framework to read alongside more hands-on material, since the focus stays on principles rather than tools or software.