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Customer Service Skills: Handle Customers, Complaints and Calls

Customer Service Skills: Handle Customers, Complaints and Calls

Learn to greet, listen, help and say no well, handle calls, emails and complaints calmly, deal with upset customers safely and get a customer service job. 50 written lessons plus 10 practice downloads.

£29.99

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Expiry period	Lifetime
Made in	English
Last updated at	Sun Nov 2026
Level	Beginner
Total lectures	60
Total quizzes	10
Total duration	10:50:00 Hours
Total enrolment	0
Number of reviews	0
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Short description	Learn to greet, listen, help and say no well, handle calls, emails and complaints calmly, deal with upset customers safely and get a customer service job. 50 written lessons plus 10 practice downloads.
Outcomes	Explain what good customer service involves, who your customers are, and how to meet expectations with promises you can keep Listen actively, ask open, closed and probing questions, and use plain, positive language and calm body language Greet and help customers face to face, manage queues and a front desk, and say no politely while offering alternatives Handle phone calls with confidence, from the opening and security checks to hold, transfers, messages and call backs Write clear emails, live chat messages, review replies, call records and handovers, and use templates well Handle complaints with six clear steps, apologise sincerely, explain basic consumer rights and escalate when needed Calm upset customers, set a boundary when behaviour becomes abusive, and stay safe and supported afterwards Adapt your service for customers who need extra care, protect personal information and spot signs of scams Build product knowledge, work well in a team, take feedback well and look after your own wellbeing on shift Present your skills on a CV and in interviews, and complete a customer service toolkit you can keep and update
Requirements	No experience needed: the course suits job seekers and people already working in retail, hospitality, call centres and front-desk roles Rootlet teaches the skills; this course doesn’t lead to a qualification or certificate from an awarding body Always follow your own employer’s policies and procedures; the course explains the general approach A way to print or fill in PDF worksheets is useful but not essential; a notebook works too