Course 6 · Customer Service & Retail
Available now
Level 1 · Starter
takes you to Level 2 · Capable
Customer Service Foundations
Serve customers well: listen, ask, explain clearly, handle complaints calmly, know when to escalate and protect customer information.
Free — no account
- Read and listen to every unit
- Practice questions
- Nothing is saved
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- Save your progress
- Take the exam
- Earn certificates and awards
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1
What is this course?
Serve customers well: listen, ask, explain clearly, handle complaints calmly, know when to escalate and protect customer information.
2
What you’ll practise
- Responding to an upset customer in a role-play
- Deciding when to escalate
- Handling a return request
3
The exam
- 8 short questions at the end
- Get 6 right to pass
- 3 tries an hour, then a short break
- Pass = your Customer Service Foundations certificate
The 7 units
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1
What Good Service Actually Is
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2
Listening and Asking the Right Questions
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3
Explaining Clearly on Every Channel
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4
When Something Has Gone Wrong
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5
Angry Customers and Holding a Boundary
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6
Returns, Escalation and Handing Over
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7
Customer Information and Fraud
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The exam — 8 questions
Skills you’ll add to your Skills Passport
- Greeting and helping customers
- Serving across channels
- Handling complaints
- Handling difficult situations
- Escalation
- Customer privacy and fraud awareness
Every course starts at unit 1.
Take it one unit at a time. You’ve got this — and we’re cheering you on.