: In our Customer Service Survival Skills course, students will learn how to get to the heart of customer service; a challenging but not impossible achievement. Customers expect quality service and in return will provide loyalty. Businesses today understand that customer service loyalty contributes to the success and growth of a business. This is why it is important understand the importance in learning, developing and improving the skills needed to communicate effectively in a professional manner with customers.
: This class supported by an Educational Mentor. Educational mentors have worked or are working in the subject they mentor. Educational Mentors review student work, student progress, and interact with students as needed. They respond to any questions or concerns you might have, as well as encouraging and motivating you to succeed.
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Lesson 1
Module 1: Managing High-Stress Customer Interactions
Focuses on understanding difficult customer moments, responding to criticism, practicing deep acknowledgment, and delivering bad news professionally.
Module 2: Problem Solving and De-escalation Techniques
Explores practical strategies for resolving issues, reframing communication, grounding emotional outbursts, and maintaining composure under pressure.
Module 3: Handling Extreme Customer Scenarios
Applies skills to real-world challenging situations such as authority conflicts, service failures, complaints escalation, legal threats, and social media crises.
Module 4: Framing Effective Resolution Responses
Develops structured response techniques to shift from conflict to resolution, manage anger, and turn negative interactions into service recovery opportunities.
Module 5: Foundations of Healthcare Customer Service
Introduces core principles of healthcare environments, including patient expectations, service standards, and professional conduct in care settings.
Module 6: Communication in Healthcare Settings
Focuses on effective verbal and non-verbal communication techniques used in healthcare to ensure clarity, empathy, and patient-centered service delivery.
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