This e-learning module aims to equip you with the skills needed to positively influence your customer interactions, giving you the confidence to successfully manage most service-related challenges.

Once you've finished the course, you'll be asked to test your knowledge in a short interactive assessment.

By the end of the course, you should be able to:

• Understand the principles of customer loyalty and how to build it through your interactions.
• Communicate persuasively and effectively via the phone, face-to-face, and in writing.
• Provide excellent customer service by using your customer service 'toolkit'.
• Understand the customer complaint resolution cycle and how to deal with common customer service challenges.