In module one, we will gain an in-depth understanding of the principles of customer service and the required skills and qualities of customer service providers.

In module two, we will learn techniques for staying positive and energised through any customer service experience. It covers tips on how to enhance your appearance and the importance of smiling in supporting customers.

In module three, we will explore the basic needs and expectations of customers, with guidance on how to go the extra mile to ensure a satisfactory shopping experience.

In module four, we will learn some effective strategies and techniques for addressing complaints and turning difficult customers around, developing core communication skills. 

In module five, we will learn how to deal with at-your-desk requests, taking a look at body language techniques, as well as the advantages and disadvantages of in-person customer service.

In module six, we will learn the principles of telephone etiquette, as well as the benefits and drawbacks of providing customer service over the phone.

In module seven, we will explore the guidelines and rules for netiquette and internet etiquette. It covers tips for eliminating electronic ping-pong, as well as the advantages and disadvantages of electronic communication.

In module eight, we will learn some important anger de-escalation techniques for dealing with difficult customers. It also includes tips for establishing common ground with challenging customers and useful stress management strategies.

In module nine, we will explore some challenging situations when dealing with customers, including how to deal with vulgar behaviour, insults, legal and physical threats.