CUS-201 · CUSTOMER SERVICE
Customer Care & Service Excellence
This course is designed for customer-facing professionals who wish to elevate their understanding and application of customer care principles to achieve service excellence. It delves into the nuances of customer expectations, effective communication, and strategic service recovery, equipping participants with the skills to build lasting customer trust and loyalty. Participants will explore practical frameworks for managing difficult situations, developing robust service standards, and contributing to a superior customer experience across all touchpoints.
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Free enrolment
Certificate issued on completion of the final assessment.
- ✓ 6 structured units
- ✓ Knowledge checks and activities
- ✓ Lifetime access, study any time
Course outline
Expand each module to preview the topics and assessments before you enrol.
Summary\n\nService excellence begins with understanding expectations, customer relationships, and the moments that shape perceived value.\n\n### Key takeaways\n\n- Connect the unit concepts to real customer interactions.\n- Use the practical tools consistently rather than as one-off actions.\n- Record evidence and feedback to guide improvement.\n\n### Next step\n\nApply the foundations to communication behaviours in the next unit.
1. Customer Care vs. Customer Experience
page · lesson
2. Understanding Customer Expectations
page · lesson
3. Internal and External Customers
page · lesson
4. The Customer Journey and Moments of Truth
page · lesson
5. Worked example: Setting Service Standards and Defining Customer Value
page · sub chapter
6. Practice activity: Professionalism and Ethics in Customer Service
assignment · lesson
7. Unit 1 Knowledge Check
knowledge check · assessment